Interesting advice, which mirrors (!) other training I've had in client relationship management and relationship based selling over the years. The mirroring technique you refer to is also used by those who use neuro-linguistic programming (NLP) as a way of persuading others (could be manipulative and creepy depending on motive!), and the use of open questions (e.g. starting with the words who, what, where, when, why, which, how in response to a client's statements) building on the client's own previous comments are an excellent way to help them articulate their own challenges. I like the idea of asking an open question on an up tone to elicit a response 😊.