AcknowledgeTenureParaphrasecustomercomplaintsSay: I don'twant tolose yourbusinessThank thecustomerfor callingRewritean autopolicyAllow thecustomer toexplain theirconcern fully OwnershipStatementUse thecustomer'sname threetimes duringcallACW lessthan 40secondsActiveListeningProvidecustomerwithoptionsThank thecustomerfor beingclaims freeBuildvalue byreviewingbenefitsUsecustomerfriendlylanguageduring rewriteSpeak withenthusiasmConfirmall needsare metPIVOT fromescalatedissues tosolutionsRestate thecustomer'sneed/concern Set clearexpectationsfor formsAssumethe leadFree!PowercloseBe confidentbecauseyou are theexpertEmpathizewith thecustomer'sconcernRewritea homepolicyAcknowledgeTenureParaphrasecustomercomplaintsSay: I don'twant tolose yourbusinessThank thecustomerfor callingRewritean autopolicyAllow thecustomer toexplain theirconcern fully OwnershipStatementUse thecustomer'sname threetimes duringcallACW lessthan 40secondsActiveListeningProvidecustomerwithoptionsThank thecustomerfor beingclaims freeBuildvalue byreviewingbenefitsUsecustomerfriendlylanguageduring rewriteSpeak withenthusiasmConfirmall needsare metPIVOT fromescalatedissues tosolutionsRestate thecustomer'sneed/concern Set clearexpectationsfor formsAssumethe leadFree!PowercloseBe confidentbecauseyou are theexpertEmpathizewith thecustomer'sconcernRewritea homepolicy

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