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Home > Insurance Agent > Empathy - Taking You to New Heights in Insurance Business Empathy - Taking You to New Heights in Insurance BusinessAuthor: Xoseph Chu It is always at the back of the mind of competitive insurance agents to upgrade their skills in order to stay relevant in this business. There is a wide spectrum of skills insurance agents have to constantly learn, unlearn and relearn.Essentially, insurance agents will learn prospecting skills, telephone skills, fact finding skills, listening skills, sales presentation skills, objection handling skills, closing skills, etc in the course of conducting insurance business. If you can choose only one skill, probably you will choose mind reading skills where you have the ability to know what is going on in the mind of your insurance prospects. Unfortunately, there is no such skill available. The ability closest to being able to read the mind of your prospects is perhaps the ability to empathize with the customers. Being empathetic, you should be able to accurately assess your customers' thoughts and feelings. By understanding how a customer feels and thinks, you are in a better position to take control of a sales situation since you are ready to take on any likely response or reaction by the customer. When you can understand how your customer feels and thinks, you are very much connected to the customer. It is as good as you can listen to words both spoken and unspoken by the customers. Many a time, the hidden agenda and objections are wrapped in the unspoken voices of the customers. A good understanding of why your customers feel and think in a certain way helps you detect and unveil their concerns. An appreciation of the emotional state of your customers and knowing what is in their mind is crucial as you need to respond appropriately and strategically to create a better connection with the customers. There is however a fine line between empathy and sympathy. You can acknowledge the feelings of the customers but need not necessarily agree with them or be emotionally involved with them. To be empathetic, you must maintain your own perspective and not lose sight of your purpose and objectives. You must be very clear that your role is to uncover the insurance needs of your customers before presenting them with the right solutions. Being empathetic allows you to think ahead of your customer, just like a chess player who can see beyond the next move by his opponent. When you think ahead of your customer, you will increase your chance of winning the sale. I am an insurance sales coach who has been in insurance business in the past almost 2 decades. I have an website i.e. http://www.stories-connect.com and my blog is http://xoseph.wordpress.com Other Recent Insurance Smart Book Articles:
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