Retail excellence-Matching and mirroring


Retail Excellence is a suite of fully animated online courses. The suite comprises 16 titles designed to develop customer service and sales capabilities of people working in customer-focused roles.

The most productive customer relationships are those based on good rapport. This means creating a relationship of mutual understanding, agreement and trust, that makes customers feel valued, comfortable and listened to. Matching and mirroring are two simple rapport-building techniques that workers can use to quickly and effectively establish rapport.

Topics covered

  • Matching and mirroring
  • Matching techniques
  • Mirroring
  • Matching and mirroring: dos and don’ts

Learning objectives

On completing this course, learners should be able to:
  • Recognise how matching and mirroring contributes to rapport
  • Identify what characteristics can be matched and mirrored
  • Apply matching and mirroring techniques to build rapport.

Business outcomes

Organisations implementing this course will:
  • Increase customer retention by consistently delivering service that exceeds their expectations.

Target audience

This course is designed for any worker in your organisation that interacts with customers.


25 minutes
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