PIVOT fromescalatedissues tosolutionsRewritea homepolicyPowercloseConfirmall needsare metRewritean autopolicyRestate thecustomer'sneed/concern ParaphrasecustomercomplaintsActiveListeningFree!OwnershipStatementEmpathizewith thecustomer'sconcernUse thecustomer'sname threetimes duringcallAcknowledgeTenureBuildvalue byreviewingbenefitsSay: I don'twant tolose yourbusinessSpeak withenthusiasmAllow thecustomer toexplain theirconcern fully Be confidentbecauseyou are theexpertUsecustomerfriendlylanguageduring rewriteProvidecustomerwithoptionsACW lessthan 40secondsThank thecustomerfor beingclaims freeSet clearexpectationsfor formsThank thecustomerfor callingAssumethe leadPIVOT fromescalatedissues tosolutionsRewritea homepolicyPowercloseConfirmall needsare metRewritean autopolicyRestate thecustomer'sneed/concern ParaphrasecustomercomplaintsActiveListeningFree!OwnershipStatementEmpathizewith thecustomer'sconcernUse thecustomer'sname threetimes duringcallAcknowledgeTenureBuildvalue byreviewingbenefitsSay: I don'twant tolose yourbusinessSpeak withenthusiasmAllow thecustomer toexplain theirconcern fully Be confidentbecauseyou are theexpertUsecustomerfriendlylanguageduring rewriteProvidecustomerwithoptionsACW lessthan 40secondsThank thecustomerfor beingclaims freeSet clearexpectationsfor formsThank thecustomerfor callingAssumethe lead

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