It's a dialog template. You're supposed to use your own personal speaking voice and mannerisms. For example, my response to such a situation would be along the lines "Yeah, that's pretty rough. Setbacks are always a bit hard to swallow. So do you think if things turn around you can hit your goal sooner or is 2016 pretty much a hard date for you now?" Not only does it allow you to sympathize and connect, but it allows your further opportunity to probe and offer solutions.Do people not get annoyed when someone does that? "Yes, I just said that (and now I'm annoyed)" is what I think when I read the salesperson's response. As for mirroring, I just think "are you copying me?" suspicious squint. I do realize that you put disclaimers at the bottom for newbies about being genuine, but I'm curious as to how this actually works. Maybe I shouldn't own a business.