PIVOT fromescalatedissues tosolutionsConfirmall needsare metActiveListeningAcknowledgeTenurePowercloseBuildvalue byreviewingbenefitsEmpathizewith thecustomer'sconcernRewritean autopolicyUsecustomerfriendlylanguageduring rewriteRestate thecustomer'sneed/concern Thank thecustomerfor beingclaims freeFree!Thank thecustomerfor callingProvidecustomerwithoptionsRewritea homepolicySay: I don'twant tolose yourbusinessACW lessthan 40secondsUse thecustomer'sname threetimes duringcallParaphrasecustomercomplaintsOwnershipStatementBe confidentbecauseyou are theexpertAllow thecustomer toexplain theirconcern fully Assumethe leadSet clearexpectationsfor formsSpeak withenthusiasmPIVOT fromescalatedissues tosolutionsConfirmall needsare metActiveListeningAcknowledgeTenurePowercloseBuildvalue byreviewingbenefitsEmpathizewith thecustomer'sconcernRewritean autopolicyUsecustomerfriendlylanguageduring rewriteRestate thecustomer'sneed/concern Thank thecustomerfor beingclaims freeFree!Thank thecustomerfor callingProvidecustomerwithoptionsRewritea homepolicySay: I don'twant tolose yourbusinessACW lessthan 40secondsUse thecustomer'sname threetimes duringcallParaphrasecustomercomplaintsOwnershipStatementBe confidentbecauseyou are theexpertAllow thecustomer toexplain theirconcern fully Assumethe leadSet clearexpectationsfor formsSpeak withenthusiasm

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