The best way to deal with resistance of gatekeepers.
In the previous article you were given some general tips on what makes cold calling more successful Now here’s a more specific subject: How to deal with resistant gatekeepers.
York Consulting team shares their tips on how they get through to the decision-makers:
Carol
“When dealing with resistant gatekeepers, it’s best to get as much information from them as you can and call back if needed. When calling back, you want to allow the gatekeeper to feel important and also give him/her a feel that there is common ground or an established relationship between yourself and the company. You’re more productive by being friendly with a resistant gatekeeper rather than demanding to speak to the contact. Gatekeepers are often involved in several aspects of the company’s operations and this can be stressful for them. Relieving that stress by making them smile or laugh may help in getting through.”
Andrea
“Be extremely judicious with information given to the gatekeeper. Most times, less is more in getting through to the right contact – the key decision makers. If the gatekeeper is blocking access to your contact, get off the phone as quickly as possible and leave a light footprint. Try again for someone more open.”
Chris
“Understand and accept that it’s the gatekeeper’s job to screen the calls. The best way to overcome that is to ask for their help: “I hope you can help me. Who would you recommend that I speak to about this?” Keep it friendly, get them involved and sometimes they’ll point you in the right direction.”
Lorraine
“Always be polite; that’s the best way. Relate to them a little bit. If they still don’t put you through, at least you’ll have the opportunity to call back without them shutting you down, which can sometimes happen. If they won’t put me through, I ask them when’s a better time to call back. Maybe next time they’ll have a better day and I’ll get through.”
Sandra
“Always be polite and respectful. Try to soften the resistance with a warm and friendly comment. Show empathy. Always use their first name if they give it when they answer the phone. Tell them who you are. Tell them why you’re calling – ‘It’s about an alternative that could save your company a lot of money or will benefit you this way.’ If you show them that it would be worthwhile, they will usually put you through. If they still resist, thank them and tell them you appreciate their time, and try to call back some other time when somebody else may answer the phone.”
Wayne
“It depends on the level of resistance. Some gatekeepers are told that they can’t provide the name or title, so ask if you can be transferred to the department. Try to make them laugh and when you’ve softened them up, ask if that individual is available. Sometimes they’ll put you through, sometimes they’ll put you through to voicemail.”
Dan
“If I don’t have the right contact, I ask for the executive by title. When resistance occurs, I explain briefly why I’m calling and why they would be interested. I rarely get the secretary refusing for the company, though it sometimes happens. If it’s a large company that I’m calling, I go to their website and get the executive’s name from there. It saves time and I get precise information. This approach works well for me.”
The next part is on how to get into the conversation. Read here.
