Sales mirroring – subtly matching the prospect’s tone of voice, body language and energy level – helps you build rapport without saying a word. When you match the other person, it’s like showing them you’re just like them. It creates a sense of trust and familiarity, making the prospect feel at ease.
Studies from Stanford and Northwestern University show that sales mirroring can increase your chances of closing a deal by 67%. When can you use this technique?
According to Dale Dupree, the founder and CEO of The Sales Rebellion, you can mirror the other person any time during the sales cycle, from discovery calls to closing appointments. We share Dupree’s guidance for sales mirroring in this issue of PromoPro Daily.
Read their body language first. Does the prospect seem nervous or excited? Are they sitting in a relaxed position, or do they appear closed off? Dupree recommends considering things like eye contact and how close the person sits to you as these actions convey information.
Follow their cues. The prospect’s facial expressions, hand gestures and eye contact can clue you in on how they feel about the conversation. Dupree says you can mirror them by nodding your head if they nod theirs or taking a sip of water after they do.
Listen without judgement. Observe the prospect and recognize that every situation should be approached differently. Keep in mind that the person’s background, gender and ethnicity inform their perspective, Dupree says.
Match their communication style. Some prospects want to get right down to business, while others like to chat about the weather and engage in some friendly conversation before talking business. Dupree advises meeting them where they are and drawing them out.
Validate what you hear. When the prospect shares some pain points, it’s often a release for them. Restating it back to them can give them affirmation and help you connect, Dupree says.
Replicate language and word choices. Using the same language signals to your prospect that you’re listening, but don’t act like a parrot. Your job is to hear what they’re saying and address their needs, Dupree says. If they use casual language like, “Thanks, mate,” you can be casual in return. If the prospect is formal, it’s best for you to match their formality.
Remember to smile. When you smile, it shows that you’re happy to be talking with them and you want to help them get what they need. When your prospect seems happy, Dupree says it’s great to smile.
Sales mirroring can be an effective technique to build trust and connection. Whether you’re meeting with prospects in person or on a video call, apply the tips above to establish more authentic business relationships.
Compiled by Audrey Sellers
Source: Dale Dupree is the founder and CEO of The Sales Rebellion, offering one-on-one coaching and team training for other sales professionals.
