Set clearexpectationsfor formsSpeak withenthusiasmBuildvalue byreviewingbenefitsThank thecustomerfor beingclaims freeUse thecustomer'sname threetimes duringcallProvidecustomerwithoptionsAllow thecustomer toexplain theirconcern fully Assumethe leadPowercloseACW lessthan 40secondsPIVOT fromescalatedissues tosolutionsAcknowledgeTenureParaphrasecustomercomplaintsOwnershipStatementBe confidentbecauseyou are theexpertRewritea homepolicyThank thecustomerfor callingEmpathizewith thecustomer'sconcernRestate thecustomer'sneed/concern Usecustomerfriendlylanguageduring rewriteActiveListeningFree!Say: I don'twant tolose yourbusinessRewritean autopolicyConfirmall needsare metSet clearexpectationsfor formsSpeak withenthusiasmBuildvalue byreviewingbenefitsThank thecustomerfor beingclaims freeUse thecustomer'sname threetimes duringcallProvidecustomerwithoptionsAllow thecustomer toexplain theirconcern fully Assumethe leadPowercloseACW lessthan 40secondsPIVOT fromescalatedissues tosolutionsAcknowledgeTenureParaphrasecustomercomplaintsOwnershipStatementBe confidentbecauseyou are theexpertRewritea homepolicyThank thecustomerfor callingEmpathizewith thecustomer'sconcernRestate thecustomer'sneed/concern Usecustomerfriendlylanguageduring rewriteActiveListeningFree!Say: I don'twant tolose yourbusinessRewritean autopolicyConfirmall needsare met

Retention Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


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  1. Set clear expectations for forms
  2. Speak with enthusiasm
  3. Build value by reviewing benefits
  4. Thank the customer for being claims free
  5. Use the customer's name three times during call
  6. Provide customer with options
  7. Allow the customer to explain their concern fully
  8. Assume the lead
  9. Power close
  10. ACW less than 40 seconds
  11. PIVOT from escalated issues to solutions
  12. Acknowledge Tenure
  13. Paraphrase customer complaints
  14. Ownership Statement
  15. Be confident because you are the expert
  16. Rewrite a home policy
  17. Thank the customer for calling
  18. Empathize with the customer's concern
  19. Restate the customer's need/concern
  20. Use customer friendly language during rewrite
  21. Active Listening
  22. Free!
  23. Say: I don't want to lose your business
  24. Rewrite an auto policy
  25. Confirm all needs are met