What does it mean when a salesperson repeats a customer's words to demonstrate understanding?

When a salesperson repeats a customer's words to demonstrate understanding, this approach is referred to as reflecting. Reflecting involves paraphrasing or restating what the customer has expressed to show that the salesperson is actively listening and grasping the customer's sentiments or concerns. This technique fosters a deeper connection between the salesperson and the customer, creating an environment conducive to open communication. By validating the customer's feelings or thoughts, the salesperson can build trust and encourage a more productive dialogue.

In contrast, the other terms do not accurately describe this interaction. Bullying implies an aggressive or coercive tactic that is counterproductive in building rapport with customers. Reiterating, while similar, typically suggests simply repeating what has been said without the intent of understanding or engaging with the customer's perspective. Verbal mirroring is a technique that involves mimicking another person's communication styles, such as tone and speed, which goes beyond just repeating their words. Reflecting, however, specifically captures the essence of the communication process aimed at showing comprehension and care for the customer's message.