Mirroring to improve rapport

Improve rapport with customers through mirroring

Mirroring is a powerful tool in customer service, sales, and personal interactions. It involves mimicking another person’s physical and verbal behaviors to build rapport, create empathy, and establish a common understanding.

This technique has been proven highly effective, as it makes sense of familiarity, which can help overcome biases. Many people mirror unconsciously, and it often occurs automatically between people who know each other well.

Mirroring is used in various situations, including sales negotiations, where it helps bring both sides to a common understanding and promotes rapport through subtle replication of the other person’s behaviors.

Despite its effectiveness, mirroring is often undetectable when done accurately, making it an invaluable tool for building stronger relationships and improving communication.

Mirroring: The Key to Building Strong Customer Rapport in Sales

By using the mirroring technique, you can enhance sales communication by aligning with a customer’s tone, language, and behavior. By reflecting on their mannerisms with discretion, you build rapport and create a harmonious relationship that facilitates communication.

Mirroring is essential to active listening, which is crucial for showing understanding and empathy in sales calls. This can be done through facial expressions and body language in video calls or verbal cues in audio calls.

Effective mirroring makes customers feel heard and valued, leading to instant rapport and a more profound understanding between the sales rep and the lead. To maximize its impact, prepare by researching your prospect and adapting to their personality and preferences. Remember, subtlety is critical to successful mirroring.

Maximizing Customer Relations Through Mirroring Recommended Methods

Align tonality and volume

Matching the volume and tone of your prospect’s voice is crucial in building rapport and creating a sense of understanding. Mirroring their speech patterns helps establish a connection and allows feeling like they are just speaking to somebody with similar modes of personality or interaction.

However, it’s essential to balance imitating their speech and avoiding unintentional mimicry of their accent. The key is to mirror subtly, matching the volume and speed of their speech but avoiding overdoing it.

Listen to the voice of the customer

Some people are result-oriented and action-oriented. This type of customer wants to get the gist quickly. On the other hand, other clients may take an emotional approach to process and communicating information, so they spend a lot of time building affinities with small talk before getting to business.

Mirroring - Listen to the voice of the customer

Yes, some prospects are rational and focused on numbers and data. These customers want the facts and don’t like long or small talk about the weather. Recognizing and adapting to your customer’s communication style is critical to building relationships.

It repeats that the method of mirroring works on a subliminal level. Of course, a client doesn’t sign a contract with you just because your speaking style and body reflect her language throughout the meeting.

However, doing so will make them feel more relaxed with you, and as a result, they will be more likely to receive your information and accept your offer.

Recognizing the feelings of the customers

Reflect on what your customers say to show that you understand their feelings. True empathy is vital to effective mirroring. Mirroring techniques don’t work if you don’t care too much about your prospect’s needs and challenges.

Mirroring is not just a tactic to make candidates stick to your agenda. This practice can create a safe space for genuine communication and open-mindedness when pitching.

Body language wins the day

Body language to understand your customers is among the most essential components of communication. It helps you decipher the other person’s moods, intentions, and reactions.

For example, if your client sits in a chair with their legs crossed, try to imitate and do the same. This sends a positive message that you pay attention to every aspect of your communication, make them feel important, and show that you are on their side.

Pay attention to their language and imitate when necessary. If your prospects rush to act, it may make sense for you to be in a bit of a rush, too, as long as they try to continue engaging with you appropriately.

Happy mirroring makes happy customers

Keep in mind that your customers may also be mirroring you. When he’s upset, you can help him calm down. When a stressed client approaches, take a deep breath and stimulate the vagus nerve. This has almost the same effect as meditation.

After all, customer sentiment rarely affects you. It may be their dissatisfaction with your business, the products you’re selling, or the wrong processes. Still, customers also have feelings about many other things like relationships with bosses, partners, children, or money; personal anxiety or depression; or family illnesses.

We cannot get into their lives or their heads to solve this. And if you’re sucked into a dark pit of emotions and self-doubt, you can’t help them or your next customer.

Avoid being a carbon clone

Mirroring can be difficult, especially if you want to do it well. The biggest flaw of mirroring is that it mirrors people’s inherent traits and imperfections. Never reflect a person’s dialect, particular language impediment, or unique expressions.

Also, avoid mimicking body language with negative connotations, such as turning your back, folding your arms, and looking away. It’s especially important to be clever because mirroring only works if the customer doesn’t understand that you’re copying them and doing it on purpose.

If a prospect notices your behavior, they will think you are making fun of them. This is especially likely if it reflects something very personal and unique, like speech impairment or mispronunciation of certain words.

Overt mirroring can feel disrespectful to prospects, risks parodying prospects, and is sure to get you in trouble.


Now that you know what mirroring is, use it to improve your communication and get your work done.

It’s a powerful tool for building trust, showing empathy, and making customers feel heard and valued. When used correctly, mirroring can help you connect with your customers while gathering important information about their needs.


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