So first, I strive to establish rapport and build trust by respecting and valuing each customer's cultural background and perspective. I understand that communication styles and preferences can vary greatly among different cultures, so I make an effort to listen attentively and observe nonverbal cues to gauge the most appropriate communication approach. So I recognise that not all customers may have the same level of insurance knowledge, so I make it a priority to explain complex concepts in a clear and accessible manner. I use analogies, real-life examples and personalised recommendations to help customers understand their options and make informed decisions about their insurance cover. By adapting my communication style to meet the diverse needs of customers in California, I can foster positive relationships, enhance customer satisfaction and ultimately contribute to the success of our sales and service initiatives.