Many receptionists, personal assistants, even general members of staff are instructed by management to protect them from interruptions.
To ward off unsolicited phone calls and visitors.
If you have no other choice but to ring the office number to connect with a prospective client, more than likely at some stage you will run into a roadblock.
Aka the gatekeeper.
Do not view the gatekeeper as the enemy.
They’re only doing their job.
It’s important to sound important
If the gatekeeper believes you are important, they will treat you differently.
They won’t risk offending you by asking too many questions.
Sound confident.
But relaxed and natural.
Ask for the boss by his or her first name so it sounds like a personal call.
Give your first and last name only like that’s all they need to put you through.
Do not state where you’re calling from.
This will imply that the boss needs prompting.
That he doesn’t really know you at all.
Remember your goal is not to inform the gatekeeper.
It’s to bypass the gatekeeper and get to the decision-maker.
If the gatekeeper asks you to reveal the purpose of your call, whatever you do, do not launch into your pitch!
If you start selling the gatekeeper, you’re playing a loser’s game.
It will give them the opportunity they’ve been waiting for, to tell you the boss would not be interested in what you have to offer.
And to get you off the phone.
Check your facts
Use your conversation with the gatekeeper as an opportunity to check your facts.
Ensure that the person you want to speak with is indeed the decision-maker.
If the gatekeeper appears to be particularly authoritative it may be worth your time and effort to identify the role she plays.
Uncover whether or not she has the expertise to answer your questions.
Chances are she could be a strong influence in the purchase decision.
And you will likely have to work through her.
If it’s apparent she’s not involved in making decisions you may want to find out if anybody else is charged with that responsibility.
If so, that person could be readily accessible.
And willing to give you a listening.
And a clear pathway to the boss.
Create rapport
Always engage the gatekeeper so they have a positive and friendly attitude towards you.
Building rapport might make them want to help you the next time you call.
Other ways to get past the gatekeeper could be to say you’re reconnecting briefly regarding a prior conversation.
That you’re following up on the information you sent through.
And you need to discuss it before the close of business.
Or, as a last resort, that you’re returning the boss’s call.
If you employ these tactics be well prepared to deal with any fallout.
Or you could land yourself in hot water!
If the call goes to voicemail I never bother leaving a message.
No matter how captivating the message may be, it’s unlikely the call will be returned.
It’s always best to try again later or to find out when the boss will be available.
And arrange to call him or her back at a more suitable time.
Always stay in control of the situation.
Never relinquish ownership of the next contact!
If you found this article interesting, here’s another you might like to check out: MASTERING THE COLD CALL