Restate thecustomer'sneed/concern Free!Rewritea homepolicySpeak withenthusiasmOwnershipStatementPIVOT fromescalatedissues tosolutionsEmpathizewith thecustomer'sconcernRewritean autopolicyACW lessthan 40secondsAssumethe leadSay: I don'twant tolose yourbusinessThank thecustomerfor callingUsecustomerfriendlylanguageduring rewriteThank thecustomerfor beingclaims freeBe confidentbecauseyou are theexpertSet clearexpectationsfor formsActiveListeningUse thecustomer'sname threetimes duringcallPowercloseBuildvalue byreviewingbenefitsConfirmall needsare metParaphrasecustomercomplaintsAcknowledgeTenureAllow thecustomer toexplain theirconcern fully ProvidecustomerwithoptionsRestate thecustomer'sneed/concern Free!Rewritea homepolicySpeak withenthusiasmOwnershipStatementPIVOT fromescalatedissues tosolutionsEmpathizewith thecustomer'sconcernRewritean autopolicyACW lessthan 40secondsAssumethe leadSay: I don'twant tolose yourbusinessThank thecustomerfor callingUsecustomerfriendlylanguageduring rewriteThank thecustomerfor beingclaims freeBe confidentbecauseyou are theexpertSet clearexpectationsfor formsActiveListeningUse thecustomer'sname threetimes duringcallPowercloseBuildvalue byreviewingbenefitsConfirmall needsare metParaphrasecustomercomplaintsAcknowledgeTenureAllow thecustomer toexplain theirconcern fully Providecustomerwithoptions

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