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Mirroring a customer means you recognize the pace of the conversation, the tone and dialect, and personality traits of the customer. You try to put yourself in the customer's shoes. Using these physical traits (along with empathy for the customer), you mirror, or reflect, the customer.

This doesn't mean you mimic or copy the customer. it means that you take on the same tone and pace, and match their urgency. By doing so, you establish trust, which is more likely to result in a sale.

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