OwnershipStatementUsecustomerfriendlylanguageduring rewriteFree!Rewritean autopolicyUse thecustomer'sname threetimes duringcallSpeak withenthusiasmAcknowledgeTenureBe confidentbecauseyou are theexpertThank thecustomerfor beingclaims freeActiveListeningThank thecustomerfor callingParaphrasecustomercomplaintsBuildvalue byreviewingbenefitsRestate thecustomer'sneed/concern Say: I don'twant tolose yourbusinessPIVOT fromescalatedissues tosolutionsProvidecustomerwithoptionsACW lessthan 40secondsPowercloseEmpathizewith thecustomer'sconcernRewritea homepolicyAllow thecustomer toexplain theirconcern fully Assumethe leadSet clearexpectationsfor formsConfirmall needsare metOwnershipStatementUsecustomerfriendlylanguageduring rewriteFree!Rewritean autopolicyUse thecustomer'sname threetimes duringcallSpeak withenthusiasmAcknowledgeTenureBe confidentbecauseyou are theexpertThank thecustomerfor beingclaims freeActiveListeningThank thecustomerfor callingParaphrasecustomercomplaintsBuildvalue byreviewingbenefitsRestate thecustomer'sneed/concern Say: I don'twant tolose yourbusinessPIVOT fromescalatedissues tosolutionsProvidecustomerwithoptionsACW lessthan 40secondsPowercloseEmpathizewith thecustomer'sconcernRewritea homepolicyAllow thecustomer toexplain theirconcern fully Assumethe leadSet clearexpectationsfor formsConfirmall 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. Ownership Statement
  2. Use customer friendly language during rewrite
  3. Free!
  4. Rewrite an auto policy
  5. Use the customer's name three times during call
  6. Speak with enthusiasm
  7. Acknowledge Tenure
  8. Be confident because you are the expert
  9. Thank the customer for being claims free
  10. Active Listening
  11. Thank the customer for calling
  12. Paraphrase customer complaints
  13. Build value by reviewing benefits
  14. Restate the customer's need/concern
  15. Say: I don't want to lose your business
  16. PIVOT from escalated issues to solutions
  17. Provide customer with options
  18. ACW less than 40 seconds
  19. Power close
  20. Empathize with the customer's concern
  21. Rewrite a home policy
  22. Allow the customer to explain their concern fully
  23. Assume the lead
  24. Set clear expectations for forms
  25. Confirm all needs are met