"I was suffering from a bad case of call reluctance. After the training, I was ready for the phone. The first evening I was able to complete 14 calls and got 10 appointments, and of those I took four 'NO's' on each. The second eveningI was unable to make cales until 8:20 P.M. (due to a previous 6:50 appointment...which I SOLD). Then I completed 5 calls and got 4 appointments!" -- J.D., Prudential Life Insurance

LEE DUBOIS TECHNOLOGIES
EMPATHY TEST

Take this test to determine if you understand empathy and its application to the selling process.

1. Empathy is best defined as:
A. thinking like your customers
B. Understanding that price is a valid concern
C. Understanding a prospect’s position without assuming it.
D. Being sympathetic to a client’s plight.

2. An empathy cushion is:
A. A stall so that you can think of a good response to an objection
B. A way of letting a prospect know that you care.
C. A technique used to let the customer feel that you’re on his/her side
D. All of the above.

3. Use empathy when the prospect:
A. Has a sincere objection.
B. Doesn’t like your price.
C. Is upset about your service.
D. All of the above.

4. A good empathy cushion for “I want to think it over” is:
A. “What do you want to think about?”
B. “Why do you want to wait?”
C. “When should I get back to you?”
D. “This IS an important decision that merits careful consideration, and that brings up a question…..”

5. An empathic listener is one who:
A. Knows what the customer is trying to say and jumps ahead without wasting each other’s time.
B. Listens patiently to a prospect’s whining without interrupting.
C. Listens for the real meaning behind a prospect’s statements.
D. Anticipates a prospect’s concerns and has ready-made responses “on the fly.”

6. A good empathy cushion for “Times are tough out there” is:
A. “We are confident that the economy will return to solid ground.”
B. “Yeah, and that’s when the winners get going. Here’s how we can help.”
C. “That’s why we’re coming with a new discount program.”
D. “It’s very difficult, especially on small business owners like you, and that
brings up a question …”

1. Correct answer is “C.” The definition of empathy in the sales process is “the ability to put yourself in the prospect’s shoes without becoming emotionally involved.”

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2. Correct answer is “D.”All of the above.

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3. Correct answer is “D.”All of the above.

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4. The correct answer is “D.” This IS an important decision that merits careful consideration, and that brings up a question…..” “A” is a good answer to the concern, not an empathy cushion.

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5. The correct answer is “D.” Anticipates a prospect’s concerns and has ready-made responses “on the fly.”

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6. The correct answer is “D” ( “It’s very difficult, especially on small business owners like you, and that brings up a question …”) and we all know it, so why sugarcoat it? And the question is: Do we have solutions that we can help you with?