Getting past the Gatekeeper

Back when I was doing telesales I always made a point of being nice to the gatekeeper.

It usually went somethign like this:

"Joe's garage, Sherry speaking, may I help you?"

"Hi Sherry, how are you doing today?"

"Fine"

"Just fine? not wonderful, outstanding or stupendous? I'm sorry to hear that!"

This usually got a laugh and then after a minute or two of small talk I could ask for the person in charge of local phone service.

Pat

Originally Posted by Slick Call outside of regular business hours when the gatekeeper isn't in the office.

Works almost everytime, on small to mid-size businesses

Originally Posted by Julian All the talk is about getting past gatekeepers, but why do we salespeople have such a mindset. Why do our prospects need "gatekeepers" in the first place. I prefer to think of the person who answers the phone, or the assistant to the decision maker as just another person that I have to have a good rapport with. True there are some obnoxious people out there but then again I could say the same about this profession. Is the real reason there are gatekeepers in the first place because there is a perception in salespeople's own minds that they have to get "through, round or generally hoodwink"to get to speak to another member of the team? My best advice: treat everyone you speak to as the most important person and as your friend. Extend the hand of freindship and treat them as you would your best friend. You wouldnt try to trick your best friend now would you?

Whether or not you befriend the gatekeeper or use another way to get in touch with the decision maker a sale is a sale. The fact remains that there is still a gatekeeper that has to be conquered in most cases. I have one at my store and most every business that we've dealt with has one.

Always be nice to everyone in the prospects company and try to get allies anywhere you can. But if by coming in a little early to call and get the owner before 8/9am and closing a sale 1 week early is smart business not a trick

Try using only the decision maker's first name instead of Mr./Mrs. So-and-So and your first name only (no company name). For instance:

Gatekeeper: "Mr. So-and-So's office, this is Jennifer how may I help you?"

You: "Hi Jennifer, is John in?"

Gatekeeper: "Who's calling?"

You: "This is Steve."

Gatekeeper: "Let me check Steve."

The gatekeeper will either patch you right through or ask to take a message. If he/she asks to take a message, simply ask if there is a better time to call back then call back at that time and repeat the process. Leaving a message is optional although call back rates can be fairly good because you've aroused the curiosity of the decision maker. Just be sure to leave only your first name and phone number; nothing more as that will tip the gatekeeper off that it's not a personal call.

The gatekeeper generally won't push too hard if he/she believes the call may be personal in nature whereas they are trained to weed out salespeople "types." They don't want to offend, what might be, a personal friend of the decision maker's. You'd be amazed at how well this ultra simple tactic works.

Oh--if the gatekeeper actually asks you if the call is business or personal, it's personal!

Originally Posted by rogerbauer Oh--if the gatekeeper actually asks you if the call is business or personal, it's personal!

What make the call personal Roger?

That's up to you Seth. In all my interactions with gatekeepers, they've never pushed me for more detail beyond "personal." They're merely trying to get you weeded out or patched through so they can get back to their job as quickly as possible.

Don't over-think it.

Saying the call is personal when it's really business is deceptive which is not a good way to start a relationship even if you don't get caught.

One other point--you can toss out someone else's name if you're pushed for more detail. Such as "it's in reference to Bill Smith." Whether there is really a Bill Smith or not is irrelevant. The decision maker is going to be curious enough to take or return the call because they'd hate to NOT remember who Bill is.

Manipulative? Somewhat. Is this type of thing done semi-regularly? Definitely. Your objective when you call is to get through, right? Once you're in there, it's up to you to make it happen.

Originally Posted by Calvin Saying the call is personal when it's really business is deceptive which is not a good way to start a relationship even if you don't get caught.

While I agree with you in moral principle, what are the odds of you getting "caught," and what is the worst thing that could happen? They'll hang-up on you which is probably where you would have been had you played everything close to the vest to begin with. Or worse yet, you'd have a message slip on the decision maker's desk stating a salesperson called which would land in the trash with no return call and little to no shot of getting through whenever you call back.

At least you'll have your answer one way or another with fewer calls by risking it a little bit.

Originally Posted by rogerbauer ... and what is the worst thing that could happen?

The worst thing that could happen is you compromise your integrity and potentially squander the opportunity to find a better, more ethical way of getting in front of your prospects.