In customer service, you must prioritize the customer’s need by fulfilling their purpose, and as a seller, close the sale.
Searching for and analyzing the customer profile is very useful. Knowing in which areas we can add value. Sharing posts that may be helpful to leads and, if there is a triggering event, great! Offering potential solutions based on our experiences. Being empathetic, knowing how to listen, staying calm and composed, but thinking about future responses to engage them and make them feel they need our services.
I try to connect with prospects on their professional social spaces first.
LinkedIn, their company blog, because it gives me a real overview of who they are before I ever reach out. I look at what content they share and engage with their posts first as an icebreaker, rather than messaging them directly. That lets me gradually understand what challenges their team might be facing that we could actually solve. Bottom line: connecting through the apps and spaces their company already uses is key to making the outreach feel organic and getting a smoother entry into that first conversation.
I work for an insurance agent. They have a marketing and CRM service under contract. We have been receiving leads who seem a bit confused. When we reach out to them, the first step is to find out what they understood about the campaign they interacted with. Then, once we clarify the service, we need to help them understand the need for a life insurance policy. Many people don’t grasp the importance of having the guarantee of protecting their assets, ensuring a retirement that allows them to maintain their lifestyle, or leaving their loved ones protected. Our target audience is the Latin community in the United States. What are the key questions that will connect with their pain points and create a sense of urgency?
In my case, I work for an insurance agent specializing in life insurance and financial protection policies. I aim to learn about the prospect’s story and, based on their needs and fears, offer the coverages that can provide them with the greatest protection. The main pain points are:
- Assets
- Protecting loved ones
- Being covered in case of sudden chronic illnesses
- Maintaining their lifestyle after retirement
What has worked best for me is slowing down and treating the person as a human being, not as a number or a ‘lead’
First by phone, then on the client’s platform of interest; the important thing is to maintain constant contact.