Allow thecustomer toexplain theirconcern fully Assumethe leadEmpathizewith thecustomer'sconcernConfirmall needsare metRewritean autopolicyPowercloseSpeak withenthusiasmPIVOT fromescalatedissues tosolutionsActiveListeningBuildvalue byreviewingbenefitsRewritea homepolicyAcknowledgeTenureRestate thecustomer'sneed/concern Set clearexpectationsfor formsThank thecustomerfor callingProvidecustomerwithoptionsOwnershipStatementFree!Use thecustomer'sname threetimes duringcallSay: I don'twant tolose yourbusinessACW lessthan 40secondsBe confidentbecauseyou are theexpertThank thecustomerfor beingclaims freeUsecustomerfriendlylanguageduring rewriteParaphrasecustomercomplaintsAllow thecustomer toexplain theirconcern fully Assumethe leadEmpathizewith thecustomer'sconcernConfirmall needsare metRewritean autopolicyPowercloseSpeak withenthusiasmPIVOT fromescalatedissues tosolutionsActiveListeningBuildvalue byreviewingbenefitsRewritea homepolicyAcknowledgeTenureRestate thecustomer'sneed/concern Set clearexpectationsfor formsThank thecustomerfor callingProvidecustomerwithoptionsOwnershipStatementFree!Use thecustomer'sname threetimes duringcallSay: I don'twant tolose yourbusinessACW lessthan 40secondsBe confidentbecauseyou are theexpertThank thecustomerfor beingclaims freeUsecustomerfriendlylanguageduring rewriteParaphrasecustomercomplaints

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