← Discovery questions: Insurance agent
Dig deeper: the follow-up
The first answer is usually the polite, surface answer. The real reason comes after a follow-up.
Three follow-ups that always work
- Tell me more about that.
- What does that cost you, in time or money?
- What happens if nothing changes?
The 70/30 rule
Let the customer talk about 70% of the time. Your job is to guide, not to fill the silence.
Say this
- “You said it takes too long. How long, roughly, and what does that mean for you?”
Avoid this
- “Right, we can fix that! Here's our solution... (jumping in after the first answer)”
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