What is Mirroring & Labeling?
Mirroring and labeling are powerful tools that can help sales professionals improve their communication and sales negotiation skills. By using these techniques, salespeople can build stronger relationships with their customers, create a sense of understanding and connection, and ultimately close more deals.
Mirroring
Mirroring involves repeating or paraphrasing the words or body language of the other party in order to create a sense of agreement and rapport. For example, if a customer says “I’m really interested in this product,” a salesperson could mirror this statement by saying something like “So you’re interested in the product?” This shows that the salesperson is listening and paying attention, and can make the customer feel heard and understood.
Labeling
Labeling, on the other hand, involves identifying and expressing the emotions that the other party is experiencing. For example, if a customer seems hesitant or uncertain, a salesperson could use labeling by saying something like “It seems like you’re feeling a bit unsure about this decision. Is that right?” This acknowledges the customer’s emotions and allows them to feel validated and understood.
Both mirroring and labeling can be effective tools for building rapport and trust with customers. By using these techniques, salespeople can create a more collaborative and productive atmosphere, and ultimately be more successful in closing deals. Additionally, these techniques can be particularly effective when used in combination – for example, a salesperson could mirror a customer’s words and then use labeling to acknowledge the emotions behind them.
Create Understanding
These techniques can be particularly effective when used in combination. For example, if the other party makes a statement and you mirror it back to them, you can then use labeling to acknowledge the emotions that their statement may have conveyed. This can help to deepen the connection and create a more productive negotiation.
Mirroring and labeling are powerful tools that can help sales professionals improve their communication and negotiation skills. By using these techniques, salespeople can build stronger relationships with their customers, create a sense of understanding and connection, and ultimately close more deals.
If you’re looking for more information on Mirroring and Labeling, Chris Voss, Former FBI Negotiator and CEO of the Black Swan Group, has a great Masterclass on the topic – and if you’re an avid reader like most of us at Dynamic Code, pick up Chris Voss’s Book ‘Never Split the Difference’.
