During which phase of the ideal call structure should you establish both factual and emotional needs?

Establishing both factual and emotional needs during the phase of establishing customer need is crucial because this is the point where the representative gathers detailed information about what the customer requires. Understanding factual needs involves identifying specific details about the service or product the customer is interested in, such as coverage options, premium amounts, or claims procedures.

Simultaneously addressing emotional needs during this phase is essential for building rapport and trust with the customer. Emotional needs may include reassurance about the service provided, feelings of security or protection, and understanding any anxieties the customer may have regarding their insurance. By effectively identifying and addressing both types of needs, the representative can provide tailored solutions and significantly enhance the customer experience.

The open call phase primarily focuses on greeting the customer and setting the tone for the conversation, while the meet customer need phase addresses how to fulfill the customer's requirements after their needs are established. The close call phase involves summarizing the discussion and finalizing the conversation, which is not the appropriate time to delve into the customer's needs. Thus, the establishment of both factual and emotional needs is most effectively done during the phase dedicated to understanding customer needs.