Lily, a claims representative, negotiates with an unrepresented claimant by matching demeanor, tone, and mannerisms. This is an example of which negotiation technique?

• A. Collecting extraneous information
• B. Setting expectations
• C. Using traditional sales techniques
• D. Performing a needs analysis

Answer: (C)

Matching demeanor, tone, and mannerisms is a form of mirroring, a classic tactic used to build rapport in negotiations. By mirroring, the claims representative creates a sense of similarity and trust, which is a hallmark of traditional sales techniques and helps ease the dialogue during settlement discussions. The other options don’t capture this interpersonal tactic—collecting extraneous information isn’t about rapport; setting expectations focuses on future steps; a needs analysis aims to uncover the claimant’s needs through questions.