Building Rapport

Building rapport is one of the most critical aspects to enhance relationships and sales. Since we do not physically speak with our customers, learning to do this over the phone and with email is very important.

Mirroring and Matching

Mirroring and Matching

Mirroring and 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 mirroring and matching.

It is important to note that mirroring and matching techniques work at the subconscious level.  Obviously, a customer won’t do business with just because you are mirroring and matching their body language during a meeting; however, they may be more “comfortable” with you and as a result more open to learning more about your solution.

Mirroring And Matching Technique By Phone

When speaking to a potential client on the phone, you have to listen closely to the tone of voice, the language used and the breathing patterns.

It also involves being able to tell when the client wants to veer to or away from a specific subject. When you feel like the client has lost interest in the topic or doesn’t want to talk about a specific one, it’s your task to facilitate the transition to another.

Mirroring And Matching Technique By Email

Similar with interacting in person or by phone, you have to pay attention to the client’s language in an email. Is it friendly and casual, or strict and formal?

Since you can't read their body language or hear how they communicate, it is also important to “read between the lines.” What is the client really trying to say? Respond accordingly.

Mirroring and Matching is based on what concept?

  • That people like people with the opposite mood as themselves.
  • That people like people who are similar to themselves.

What type of language is important to pick up on within an email in order to choose your response tone? (Check all that apply)

  • Formal
  • Casual
  • Strict
  • Friendly

When you feel like the client has lost interest in the topic or doesn’t want to talk about a specific one, it’s your task to facilitate the transition to another.

  • True
  • False