How to Use Mirrors to Decrease Objections and Boost Results
One of my favorite communication tools is the mirror. The power of a mirror is that it reflects the truth! A mirror gives back what it receives. And, if you don’t like what you see, then you will make adjustments to improve the reflection.
A CSR and Their Mirror
Even though a client cannot see the face of a CSR, the client can hear the tone of their voice. From the tone of voice, the client imagines what kind of expression the CSR is making with their face.
If the CSR is smiling, then the client can hear the smile. If a CSR rolls their eyes at a client’s “dumb question,” then a client can hear the eye roll.
Body language is communicated over the phone. A great way to boost the positive body language and tone of voice is by placing a mirror on the CSRs computer. It’s an old technique, but it’s one that works.
A Tech and Their Mirror
Techs are the brand ambassadors of your company. When they step into the client’s home, they represent your company.
This is why a mirror is such a vital part of a tech’s communication tool bag. Along with a model of what your perfect service tech looks like, a tech can quickly determine if they are meeting your brand standards.
A Sales Professional and Their Mirror
Did you know that there is another type of mirror? This type is called the verbal mirror.
The verbal mirror gives back to the homeowner their information. When the homeowner’s information is reflected back to them, they will naturally make adjustments.
Here is an example of how the verbal mirror works:
Homeowner: “This project is just too expensive.”
Sales Professional: “Expensive?” (Pause and wait.)
Homeowner: “Well. Maybe expensive isn’t the right word. It’s more like I don’t have the money for it right now.”
When the Sale Professional reflects back to the client their objection, then more information is given by the client.
This occurs because people have an instinctive desire to be truthful. Especially when they are faced with their own words.
When the mirror is held up the client, the client will typically clarify and provide greater detail.
The more information you have as a Sale Professional, the better you will be able to solve the client’s problems and win their business.
Mirrors are fantastic tools for boosting results. Start using them today!
Todd Liles is the founder of Service Excellence Training and the creator of the PRESS PLAY Training System.
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April 7, 2021