Empathy is one of the most important to me, and especially with insurance, you need to understand where they're coming from. Insurance can get expensive for a long time, so you need to understand and really empathize with the customer. You need to know what they want, what they need, and not just sell them stuff that they're never going to use. You also need to be compassionate with the customer. Understand them more personally than ever. Get to know the customer. You can't just be rude and hateful and in it for your own. You have to really care about the customer and get to know who they are as a person. That's a very important part of this. 