AcknowledgeTenureRewritea homepolicyParaphrasecustomercomplaintsSay: I don'twant tolose yourbusinessBuildvalue byreviewingbenefitsRewritean autopolicyPowercloseAssumethe leadUsecustomerfriendlylanguageduring rewriteThank thecustomerfor callingRestate thecustomer'sneed/concern ActiveListeningSet clearexpectationsfor formsThank thecustomerfor beingclaims freeACW lessthan 40secondsUse thecustomer'sname threetimes duringcallOwnershipStatementEmpathizewith thecustomer'sconcernFree!Allow thecustomer toexplain theirconcern fully Be confidentbecauseyou are theexpertProvidecustomerwithoptionsSpeak withenthusiasmPIVOT fromescalatedissues tosolutionsConfirmall needsare metAcknowledgeTenureRewritea homepolicyParaphrasecustomercomplaintsSay: I don'twant tolose yourbusinessBuildvalue byreviewingbenefitsRewritean autopolicyPowercloseAssumethe leadUsecustomerfriendlylanguageduring rewriteThank thecustomerfor callingRestate thecustomer'sneed/concern ActiveListeningSet clearexpectationsfor formsThank thecustomerfor beingclaims freeACW lessthan 40secondsUse thecustomer'sname threetimes duringcallOwnershipStatementEmpathizewith thecustomer'sconcernFree!Allow thecustomer toexplain theirconcern fully Be confidentbecauseyou are theexpertProvidecustomerwithoptionsSpeak withenthusiasmPIVOT fromescalatedissues tosolutionsConfirmall 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. Acknowledge Tenure
  2. Rewrite a home policy
  3. Paraphrase customer complaints
  4. Say: I don't want to lose your business
  5. Build value by reviewing benefits
  6. Rewrite an auto policy
  7. Power close
  8. Assume the lead
  9. Use customer friendly language during rewrite
  10. Thank the customer for calling
  11. Restate the customer's need/concern
  12. Active Listening
  13. Set clear expectations for forms
  14. Thank the customer for being claims free
  15. ACW less than 40 seconds
  16. Use the customer's name three times during call
  17. Ownership Statement
  18. Empathize with the customer's concern
  19. Free!
  20. Allow the customer to explain their concern fully
  21. Be confident because you are the expert
  22. Provide customer with options
  23. Speak with enthusiasm
  24. PIVOT from escalated issues to solutions
  25. Confirm all needs are met