Speak withenthusiasmOwnershipStatementAcknowledgeTenureFree!Usecustomerfriendlylanguageduring rewriteAssumethe leadProvidecustomerwithoptionsAllow thecustomer toexplain theirconcern fully PowercloseBuildvalue byreviewingbenefitsActiveListeningThank thecustomerfor beingclaims freeACW lessthan 40secondsRewritea homepolicyBe confidentbecauseyou are theexpertPIVOT fromescalatedissues tosolutionsSay: I don'twant tolose yourbusinessRewritean autopolicyConfirmall needsare metEmpathizewith thecustomer'sconcernSet clearexpectationsfor formsRestate thecustomer'sneed/concern Thank thecustomerfor callingUse thecustomer'sname threetimes duringcallParaphrasecustomercomplaintsSpeak withenthusiasmOwnershipStatementAcknowledgeTenureFree!Usecustomerfriendlylanguageduring rewriteAssumethe leadProvidecustomerwithoptionsAllow thecustomer toexplain theirconcern fully PowercloseBuildvalue byreviewingbenefitsActiveListeningThank thecustomerfor beingclaims freeACW lessthan 40secondsRewritea homepolicyBe confidentbecauseyou are theexpertPIVOT fromescalatedissues tosolutionsSay: I don'twant tolose yourbusinessRewritean autopolicyConfirmall needsare metEmpathizewith thecustomer'sconcernSet clearexpectationsfor formsRestate thecustomer'sneed/concern Thank thecustomerfor callingUse thecustomer'sname threetimes duringcallParaphrasecustomercomplaints

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