| Are receptionists, secretaries and personal | | | | gatekeeper down with niceness. |
| assistants stifling your attempts to reach decision | | | | A variation on this theme is the 'friendly bribe." Be |
| makers? You're not alone. Everyday sales reps | | | | wise and be cautious. The gift should not be lavish. |
| are routinely being frustrated when prospecting | | | | Usually it is something that can be shared by |
| by these pesky professional screeners. But it | | | | everyone in the office. A little box of truffles, a |
| doesn't have to be that way. Here are 7 | | | | jar of candies or a bag of M&Ms can sweetened |
| professional ways to get past gatekeepers and | | | | the moment and the gatekeeper might feel |
| reach your prospect. | | | | compelled to reciprocate and permit your call to |
| 1. Try a Different Route | | | | go through. Time your call so that it arrives the |
| The best way to get past gatekeepers is to by | | | | same day (or the next) as your 'offering.' |
| pass them completely by taking a different route. | | | | 6. Beseech Them |
| If a receptionist is the culprit screening your calls, | | | | Beseeching gatekeepers means acknowledging |
| ask to be put through to the sales department, | | | | their expertise as screener and then 'pleading |
| not the decision maker. Your call is never | | | | your case.' This tactic only comes after repeated |
| screened and you are virtually guaranteed to | | | | attempts and you're at your wits end. It's like |
| reach a live individual. When you reach the sales | | | | laying all your cards on the table and trusting that |
| department, be candid about your call and who | | | | this gesture will appeal to their sense of fair play. |
| you're trying to reach. Then ask if they can put | | | | For example, |
| you through. Many of them do so because they | | | | "Okay Jenn, I give up! I think you are absolutely |
| completely understand your plight. | | | | the best screener of calls that I have run into this |
| 2. Try Different Times | | | | year...maybe ever. And I respect what doing and |
| Sometimes the most obvious tactic is the least | | | | why. But Jenn, we really do offer a profit builder |
| used. Try calling your prospects early or late in | | | | than can do marvels for businesses like yours. |
| the day when the regular gatekeepers are not at | | | | We've worked with firms ABC and XYZ so we're |
| their desk. This is particularly true when calling | | | | well known. I truly think this is something Mr. |
| C-level and other top executives who have | | | | Bigguy would seriously consider. It's very |
| private secretaries or personal assistants. Start | | | | important to me and if you could see it in your |
| calling at 7:00 a.m. and see what happens. Call at | | | | heart to grant me five minutes, I would sincerely |
| noon. Try after 5:00 p.m. | | | | appreciate it." |
| 3. The Collegial Technique | | | | You can vary the words but what makes this |
| This approach is actually fun when you get the | | | | tactic work is your tone. The first part requires |
| knack of it. As the name implies the collegial | | | | your tone to convey a sense of humor and a |
| approach seeks to sound like a colleague or an | | | | sense of resignation. It must convey the |
| equal of decision maker. For instance, | | | | 'okay-you-win-and- this-is-my-last-gasp" quality to |
| "Pat Smith calling long distance for Mike Crosby. | | | | it. The second part must be absolutely sincere |
| Could you put me through?" | | | | and convincing. When you say "we really do offer" |
| The collegial technique is all about style and | | | | they must hear that ring of authenticity and |
| delivery. Your tone has to be quick and brusque; | | | | believability. Finally, there is an appeal Jenn's sense |
| busy-like; professional but edgy; like you don't | | | | of kindness and decency without lathering it on |
| have time to quibble. It's not rude or nasty but it | | | | too heavily. |
| is assertive. It's the kind of approach Donald | | | | 7. Sell to |
| Trump would probably use. Practice this and your | | | | The last tactic is to be used only with personal |
| tone will convey a 'don't mess with me' message. | | | | assistants and private secretaries who have been |
| 3. The Tennis Technique | | | | with the decision maker for years and years. |
| The tennis technique is sheer finesse and like the | | | | These are gatekeepers who are extremely loyal |
| game itself requires a bit of practice. But once | | | | to their bosses and extremely adept at all manner |
| mastered it can be extremely effective. | | | | of tactics to get past them. In this circumstance, |
| Gatekeepers have learned to serve up tough | | | | see these gatekeepers as the decision maker and |
| qualifying questions which typically ace the | | | | 'sell to them.' For instance, |
| unprepared sales rep. They stammer and fumble | | | | "Kelly, what if we do this: what if I send you the |
| about and in a split second, they're screened. | | | | proposal that I have in mind for your company |
| The trick to this technique is to answer the | | | | and what it could do for bottom line productivity |
| question and then to quickly lobe a question back | | | | and profits. You look it over. Review it in detail. |
| at the gatekeeper. Most screeners are familiar | | | | Compile any questions you might have. Then I will |
| with this method and after couple of volleys you | | | | call you back and get your take on it? How does |
| can often gain you the advantage. Here's an | | | | that sound?" |
| example. | | | | Notice that the proposal will go to Kelly for review |
| Rep: "Could I speak to Ms. Decesioni?" | | | | and comment. No one else. There is absolutely no |
| Gatekeeper: "Who is calling?" | | | | mention of the boss. The rep will have Kelly |
| Rep: "Pat Anton. Is she available?" | | | | assess it and will get Kelly's thoughts. It's all about |
| Gatekeeper: " Ah...where are you calling from?" | | | | Kelly. |
| Rep: "The ATC Group. I'm calling long distance. | | | | Here's the thing: by not referencing the boss or |
| Could you put me through please?" | | | | asking what the boss might think, the rep is |
| Gatekeeper: "Er...ah...what's this in regard to?" | | | | acknowledging the power, prestige and business |
| Rep: "Profitability indicators. It's important. Is she | | | | acumen of the personal assistance. Not only is it |
| available?" | | | | flattering, it is the wise and correct thing to do. |
| Notice the rep answers the question with the | | | | Chances are Kelly knows precisely what the boss |
| barest of information and then volleys a question | | | | looks for and wants. |
| back. The tone is polite but notice the sense of | | | | CRITICAL POINT: this tactic is very, very rare. |
| urgency conveyed with the reference to 'long | | | | Maybe only 1% of the time will you use it. The |
| distance' and 'it's important.' These messages are | | | | reason is that it gets very easy to kid yourself |
| subtle but can catch gatekeepers off guard | | | | that all gatekeepers have this power. The vast |
| because they are not used to being on the | | | | majority don't. The danger is wasting a lot of time |
| 'defensive.' | | | | and effort sending proposals that never have a |
| 5. Befriend them | | | | chance to succeed. |
| Befriending the gatekeeper is a classic and it | | | | Summary |
| means being polite. Extra polite. Kind. Considerate. | | | | Gatekeepers are paid to manage the flow of calls. |
| It means chatting it up a bit; learning their name | | | | Respect them and never bully them. But YOU are |
| and using it. A friendly and respectful tone and | | | | paid to sell. It's your job to get to decision |
| manner can sometimes provide you with an edge | | | | makers to achieve that goal. Use these tactics to |
| but it must be genuine. With a degree of | | | | make your job easier and more effective. |
| persistence you can sometimes wear the | | | | |