How to close tough customers. You always want to listen intentionally. Also asking probing questions and trying to get to maybe they've had an issue in the past with another insurance company and you know they're nervous or scared that things may not be covered or the policy limits may not be right for them. So you just want to ask probing questions, ask questions, understand, use active listening, empathy so they know that you're connected and you're here and you're listening to them and also sympathy, apologies, just make sure that they're comfortable with you being their agent to go close and go through that process with them because you know insurance is kind of difficult sometimes for some people. They have to trust you, you have to trust them and just the whole process.