Empathy Please

Yesterday i sad down with a lonely old lady who lost her husband about 4 months ago.  She wanted some insurance for herself so that her kids didn't have the financial burden she had when her husband passed away.


The need was certainly there but her humble surroundings implied that finances could be a problem.  For the amount of coverage she wanted it was going to cost $100 a month.  When she heard the price, she immediately shut down and became very frazzled.  She said rather abrasively, "I guess I will have figure something else out."  


She continued on for a minute or two, half lecturing me and half sharing her feelings and frustrations.  I listened, and listened, and listened until she had nothing else to say.  At that point I empathized.  I really did feel for her; it was sad.  I forgot about the insurance for a few minutes and simply tried to make her feel better.  I think I did it too.


Tactfully, I returned to the insurance, asked her what she could afford, and wrote the application.


To be successful at sales, you need to have a healthy balance of empathy and self confidence.  Too much of one or the other will murder a sale.  Take time to listen to your prospects but maintain your closing attitude.  

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