You can have fool-proof sales skills up your sleeve, but if you can’t gain access to decision makers (DMs), it will all be over before it’s even begun.
Gatekeepers are in charge of managing the DM’s time; part of this role involves preventing people gaining access to them. They may be a personal assistant, a secretary or a switchboard operator. Either way, the first thing to remember is that they are not the enemy. Actually, they are a powerful ally that can give you information about a business and any DMs you want to get in touch with. The goal is to bypass them, the key is to get them on your side.
1. The gatekeeper is not your enemy
When gatekeepers are difficult about granting you access to the DM, they’re just doing their job. It’s nothing personal, and getting on the wrong side of them is one of the worst things you could do. They are people you want to have a good relationship with, not have a barrier between. If you’re hostile with them, they can be hostile with you, and initiating such a negative relationship will not get you anywhere.
2. The gatekeeper is not the DM
2. The gatekeeper is not the DM
The gatekeeper holds no decision-making powers, but may think they do: don’t waste your time selling to them because it may backfire on you. This is an easy trap to fall into; some people think that if they can persuade the Gatekeeper that the product or service they’re offering is good, then the Gatekeeper will view you as a useful person to talk to. This is untrue. It’s a waste of your time and theirs, and is more likely to give them a justified opportunity to say no. Instead, stay confident, speak with authority and try to give the impression that you’re familiar with the decision-maker.
A shortcut may be to call first or last thing in the day; gatekeepers usually work 9-5 or similar hours, DMs tend to be in earlier and go home later. Calling at a time where the gatekeeper is not there may provide direct access to the DM.
3. The gatekeeper can hear a script
When you spend a lot of the day answering phone calls from strangers, you get used to people’s tone of voice. Gatekeepers can immediately hear a script, and will grow tired of you very quickly. Speak to them personally, and don’t be afraid: that’s another thing they can sense in your voice. Plan out any potential responses to objections, and speak to them like a human being. If you smile on the phone, it makes your voice warmer. However, don’t be nice to the point of smarmy, they’ll see through that too.
4. The gatekeeper is a busy person, just like you
Everyone’s busy and nobody likes to waste time or have their time wasted by others. If you call and the DM is unavailable, in a meeting, out to lunch or away from the office, make it clear that it’s of mutual benefit for you to schedule in a specific time to call back. “Call again later this week” is alright once, but if you feel yourself being strung along, gently suggesting that this whole thing could be a lot easier if they can pencil you in, or point you towards someone else of relevant that you could speak to, will go a long way.
5. The golden rule
If you treat gatekeepers with respect, they’ll respect you in return. Take down their name, be polite and most importantly: be honest. Getting angry or trying to force your way past them will never work; they’re used to people doing this a number of times in a day, and will quickly see what you’re trying to do. Treating them like a human and with respect could lead to a successful business relationship. However, this is not to say don’t be firm and assertive. It’s your job to gain access to the DM, and it’s their job to stop you. Treating them with disrespect, dishonesty and rudeness will lead you straight to the dial tone.
- See more at: http://www.tlsasalestraining.com/content/5-things-remember-about-gatekeepers#sthash.0pgyKovC.dpuf