Early in my sales career, various sales trainers taught our teams how to use matching and mirroring to build rapport and earn trust with our clients. When done well, it would inevitably help us improve customer service and closing ratios. It was not encouraged as a deceptive sales practice to manipulate, but rather a subtle way to make a great first impression and connect on a meaningful level.
In the early stages of my sales career, sales trainers emphasized the importance of techniques like matching and mirroring as tools to establish rapport and build trust with clients. This approach, when executed correctly, not only enhanced customer service but also improved sales closure rates. It was framed not as a tactic for manipulation but as a genuine method to foster meaningful connections and create positive first impressions.
The focus on these strategies underscored the role of non-verbal communication in successful sales interactions. By aligning ourselves with clients through subtle gestures and similarities, we could create a more comfortable environment that encourages open dialogue and trust. This reflects the key principles outlined in Susan C. Young's book, highlighting how effective body language can significantly impact professional relationships.