The Use of Empathy on a Sales Call
If you’ve been a customer service agent before, chances are you have heard the word empathy drilled into your head hundreds of times. Empathy, by definition is being able to put yourself in another person’s shoes. That means you can feel what they feel or feel what they feel if placed in a situation you were in. Insurance leads are also customers and people and therefore empathy is still an important tool to use with them.
The advantage of understanding empathy comes from the fact that your health insurance leads will want to buy from you if they feel you have the right product for them and you understand their needs. Let’s think about the first point, feeling that you are selling them the right plan. Remember that a person buys something they know they will need – or at least they feel they will need. Empathy enables you to understand how their minds ticks and what makes it work at that moment you are speaking to them. Empathy statements are those that actually make them feel you understand what they need and therefore they will think you are selling them the right plan.
As for the second point, which is that your leads will know that you understand them when you can empathize with them enough that they do not have to keep explaining themselves to you any longer? After the initial stage of them telling you about their insurance hunting experiences and what they want, they will look for some sort of acknowledgement. Providing this acknowledgement will help them realize that you are sincere and want to provide a plan that is not necessarily costly but one that they should actually get.
Once you have the empathy part in place, it’s much much easier to sell to your leads. Not only will you have made your buyer feel like they are completely understood, they will also feel the beginning of a good sales relationship between you and them. It is this positive feeling that creates rapport and ultimately the same feeling that is going to help you sell more products to them, if not now then definitely down the line.
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