ACW lessthan 40secondsConfirmall needsare metUse thecustomer'sname threetimes duringcallSet clearexpectationsfor formsRewritea homepolicyBuildvalue byreviewingbenefitsProvidecustomerwithoptionsRestate thecustomer'sneed/concern ParaphrasecustomercomplaintsBe confidentbecauseyou are theexpertThank thecustomerfor beingclaims freeFree!OwnershipStatementThank thecustomerfor callingSay: I don'twant tolose yourbusinessEmpathizewith thecustomer'sconcernAllow thecustomer toexplain theirconcern fully Assumethe leadPIVOT fromescalatedissues tosolutionsUsecustomerfriendlylanguageduring rewritePowercloseAcknowledgeTenureRewritean autopolicyActiveListeningSpeak withenthusiasmACW lessthan 40secondsConfirmall needsare metUse thecustomer'sname threetimes duringcallSet clearexpectationsfor formsRewritea homepolicyBuildvalue byreviewingbenefitsProvidecustomerwithoptionsRestate thecustomer'sneed/concern ParaphrasecustomercomplaintsBe confidentbecauseyou are theexpertThank thecustomerfor beingclaims freeFree!OwnershipStatementThank thecustomerfor callingSay: I don'twant tolose yourbusinessEmpathizewith thecustomer'sconcernAllow thecustomer toexplain theirconcern fully Assumethe leadPIVOT fromescalatedissues tosolutionsUsecustomerfriendlylanguageduring rewritePowercloseAcknowledgeTenureRewritean autopolicyActiveListeningSpeak 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. ACW less than 40 seconds
  2. Confirm all needs are met
  3. Use the customer's name three times during call
  4. Set clear expectations for forms
  5. Rewrite a home policy
  6. Build value by reviewing benefits
  7. Provide customer with options
  8. Restate the customer's need/concern
  9. Paraphrase customer complaints
  10. Be confident because you are the expert
  11. Thank the customer for being claims free
  12. Free!
  13. Ownership Statement
  14. Thank the customer for calling
  15. Say: I don't want to lose your business
  16. Empathize with the customer's concern
  17. Allow the customer to explain their concern fully
  18. Assume the lead
  19. PIVOT from escalated issues to solutions
  20. Use customer friendly language during rewrite
  21. Power close
  22. Acknowledge Tenure
  23. Rewrite an auto policy
  24. Active Listening
  25. Speak with enthusiasm