Thank thecustomerfor callingAssumethe leadOwnershipStatementRewritea homepolicyActiveListeningAcknowledgeTenureUse thecustomer'sname threetimes duringcallPIVOT fromescalatedissues tosolutionsAllow thecustomer toexplain theirconcern fully Free!Rewritean autopolicyEmpathizewith thecustomer'sconcernSay: I don'twant tolose yourbusinessThank thecustomerfor beingclaims freeParaphrasecustomercomplaintsSpeak withenthusiasmConfirmall needsare metBe confidentbecauseyou are theexpertSet clearexpectationsfor formsRestate thecustomer'sneed/concern Usecustomerfriendlylanguageduring rewriteACW lessthan 40secondsPowercloseBuildvalue byreviewingbenefitsProvidecustomerwithoptionsThank thecustomerfor callingAssumethe leadOwnershipStatementRewritea homepolicyActiveListeningAcknowledgeTenureUse thecustomer'sname threetimes duringcallPIVOT fromescalatedissues tosolutionsAllow thecustomer toexplain theirconcern fully Free!Rewritean autopolicyEmpathizewith thecustomer'sconcernSay: I don'twant tolose yourbusinessThank thecustomerfor beingclaims freeParaphrasecustomercomplaintsSpeak withenthusiasmConfirmall needsare metBe confidentbecauseyou are theexpertSet clearexpectationsfor formsRestate thecustomer'sneed/concern Usecustomerfriendlylanguageduring rewriteACW lessthan 40secondsPowercloseBuildvalue byreviewingbenefitsProvidecustomerwithoptions

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