Mirroring: Repeat Their Last Words
Repeat the last one to three words the buyer said, as a question, then stay silent so they explain further.
Verbal mimicry builds liking in field studies (van Baaren 2003, waiters), but the specific move of repeating someone's last words as a question has not been tested.
Why it works
A mirror invites the other person to say more without you having to ask a full question. It also signals close attention, which builds a little rapport.
How to do it
- Pick the most important one to three words they just said.
- Repeat them with a slight upward tone.
- Stop talking and wait at least four seconds.
- Use it on objections and vague answers.
- Do not mirror more than every few minutes.
What to say
Too expensive?
Not this quarter?
A bad experience?
Avoid
Mirroring every sentence. It becomes obvious and irritating.
Example
A Dehradun herbal products owner said: we tried agencies, it was a mess. Saurabh said: a mess? The owner spent two minutes explaining exactly what had gone wrong, which gave Saurabh his pitch.
Practise it
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