The technique (Chris Voss, FBI hostage negotiation): Take the last 1 to 3 words your prospect said. Repeat them back as a question, with a slight upward tone.
Prospect: "It's just been a really tough quarter." You: "Tough quarter?"
That's it. Then shut up.
Why it works. Mirroring creates two effects:
- They feel deeply heard — you're literally using their words.
- The upward inflection is a request for more without a question. They almost always elaborate, often revealing the real objection underneath.
Where to use it.
- After a vague stall ("I need to think about it" → "Think about it?")
- After an emotional spike ("This is just frustrating" → "Frustrating?")
- When you sense there's more underneath but you don't want to ask "why" again
Watch out for. Don't mirror everything — that's parroting and it's weird. Mirror at the moments that matter: emotional words, vague words, surprising words.
Pair with the tactical pause. After you mirror, count to 4 in your head before you say anything else. Most people break a silence within 3 seconds. Let them.