Mirror Matching

Mirror matching is based on the powerful concept that people like people who are similar to themselves. Conversely, when people are not similar, it is more difficult to have a relationship with that person. You can quickly develop rapport with a customer by mirror matching their behaviors.

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So, what is mirror matching? In simple terms, it’s when you listen and carefully watch everything a potential customer says and does so you can mirror them. Now, that doesn’t mean you should copy every accent, motion, and stance your customer has. That might get your lights punched out!  Mirror matching is more about matching someone else’s demeanor.  Are they relaxed and casual or all business?  After observing the customer, you should reflect on their behavior with your responses.  
 
To be clear, casual does not mean unprofessional. Simply match their speaking cadence. If they talk fast or slow, match it in your speech. The way a person talks often equates to how they process information. It's so effective because as human beings we are drawn to, and feel comfortable around, people who are like us. Mirror matching is a very subtle way for you to communicate similarities which will lower the customer’s sales force field.

Key Points: ​

• If the customer uses certain words or phrases to describe something, use the same.

• Match the way they talk about technology. If they know a lot about technology, then speak in those terms.  If they are unfamiliar with technology, keep it simple.  If they tend to move in close when speaking, then you know it’s ok for you to do the same. The flip side of that is that some people don’t want their personal space invaded, so be aware of it and respect it.

• If they are speaking in enthusiastic and excited tones, you should also. If they are serious about what they are considering, then you should take the same approach.

• Pay attention to whether they are soft-spoken or reserved.  If you should get too loud, you could overwhelm them or turn them off.

The most difficult part of mirror matching is remembering to even do it. It’s easy to become so wrapped up in the conversation, and with the points, you want to make, that you miss identifying areas where you can build rapport by using the technique of mirror matching.
 
Once you really start doing it properly it does become second nature. Then, when you see the results with your customers, you’re going to ask, why haven’t I been doing this all along?

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Homework Assignment:

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Work with your sales manager to role-play a typical sales interaction practicing the skills you've learned.

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