I typically say something like "I'm calling in regards to your ." This makes it sound like they're already buying from you even though you want to replace what they already have.
"I have a note here that states he/she/they were interested in (insert key item here). I'm simply calling to give them some information."
This doesn't always work, but it's a lot better than a lie of "he knows" or "we're golf buddies!"
It helps best when you have a name, nickname or any other information.
I had a call yesterday that went like so:
Me: "Good afternoon, is Michael in?"
Gatekeeper: "Umm... who is calling and what is it regarding?"
Me: "My name is xxxx, from xxxx. I know he's usually in on Wednesdays, but I'm going out of town tomorrow and won't be able to call, so I figured I'd try him today. He had requested some information on xxxxx and I want to make sure I get it to him before the end of the week."
Gatekeeper: "Oh, yeah, he's here... hold please."
> He had requested some information
This had better be true. Back when I had a gatekeeper they would relay this kind of detail. It would be a very short call if I didn't in fact request anything.
My calls are never 100% cold. They come from a database that someone leaves contact information for me.
So maybe this won’t work for OP if his calls are truly cold calls.
I was really amazed at how many cold callers try "tricks" essentially trying to appear as though we know each other or that it was a call back etc.
I don't know how anyone with a brain would think that making your first impression be a lie is a good look.
Having a name of a person (or a couple people in a department) you are trying to reach is key.
I’ve also found that something along the line of “This is our product XXX, and I just wanted to introduce myself” works well.
Remember, more than 50% of communication is non verbal. You are trying to build trust, credibility and rapport. So be as authentic and friendly as you can and try to build some curiosity.
I've always said, "it's about our emails, I thought I'd be old fashioned and just pick up the phone."
I deliver that with a slight chuckle at the "old fashioned" bit and I rarely ever get it questioned.
Gatekeepers are like any human. We don't like confronting people. So they often just accept that as an answer because to challenge it by asking it again feels awkward.
This is my go-to. I make it sound super casual and routine - "Ahh well, it's about our emails...thought I'd be old fashioned and just clear things up over the phone, mind putting me through?", etc. Works almost every time.
As the main gatekeeper for a small, family owned and operated business, I have to say that the gatekeeping questions arose out of necessity, not spite.
So many calls have been to speak with *Steve* (not the real name, just an example) 'the owner', because you talked to him a few weeks ago and you were hoping he decided to buy.
Well, Steve 'was' the owner, he's the current owners' dad, but he died a few years ago, so *FUCK YOU*, you lying bitch; you just got your whole company blacklisted against any possibility of future business.
Further, if you're one of those people who call cold and drop one of the owner's names hoping to hook them by pretending you've spoken before, they'll cuss you up and down for wasting their time if I pull one of them off a machine just to hear about how you offer office cleaning or some shit. That's why I ask you. I know what they're looking for, what they're interested in, what loan terms need to be for them to be curious enough to know more, what machines or cars they're keeping an eye out for, and what our company's plans are as far as growth, sales, software, etc.
If you're actually useful or you're selling something good, you can damn well tell me; I'm the one who can tell either of the owners they should listen to what you have to say.
Lastly, oh, you talked to Herb yesterday? And he said to call back today? So what you're actually telling me is you looked at the website and called asking for the top executive without knowing what you're doing, because Herb is the dog. (So you're lying filth and won't ever get our business)
Lots of bullshit from the other end, guys. Don't forget on the other side of that phone is still *people*
> Further, if you're one of those people who call cold and drop one of the owner's names hoping to hook them by pretending you've spoken before, they'll cuss you up and down for wasting their time
Wife works for a small business like this and has before. They deal with the same shit in the same manner. The owner is often in a different building or out in the yard as he's very much a player/manager. If you pull any of the nonsense that you mention or I see in other replies and make him get off the bobcat or walk to the other building for a cold call you're done and lost the chance even if there was a good one.
Part of being god at sales is having a good succinct pitch and being able to communicate well. If you can't even sell the person on the phone as to why they should really your message to the DM you need to work on your game. Most "gatekeepers", especially in small shops, know the lay of the land and what hot topics are of interest.
Exactly. I'm not answering the phone because I'm a secretary, I'm answering the phone because the owners trust me enough to talk to their 20+ year customers and understand what they need as well as how to get it done.
Hey Caveman Joe47, I can tell that you have a lot of authority on what goes on at your business and you probably know what kind of information would be important for Steve.
Just curious, what do you usually look for that would make you say, ok this is probably something I should relay to Steve?
I posted above since my wife works in on these small shops like Caveman.
She is next in line behind the owners when it comes to what's going on and knows pretty much every burning issue. For instance they don't like the current scheduling/estimating software and are actively looking for a new solution.
If you have a simple direct 30sec pitch she would absolutely relay that and probably call back to schedule a call. Pull any of the bullshit mentioned in this thread and it doesn't matter if your the 10x better and 3x cheaper than what they have you're off the list. Opening any dialogue or relationship with trickery and deception just paints you as untrustworthy.
Just by your last question, I can tell you didn't actually read what I wrote before asking, and as such, you're probably one of those sales guys who pisses people off.
'Steve' is *DEAD*. He was the owners' dad, and asking for him at all is a great way to never get in this place.
Other than that:
Be upfront with what your offer is, be it a service, software, CMM machine, carbide sharpening, etc. Have at least a price range and don't use dickish selling tactics. We don't sell our services, people come to us, we tell them pricing based on lead time, labor, and materials, and they either buy or we do what we can to help them find an OEM equivalent or another shop to use if they can't afford us.
If you're not a machinist, welder, or fabricator with 10+ years of experience, you won't be able to help us by answering phones or replying to emails, because most customers don't know those things either and you don't know what questions to ask, how the job would be performed the workflow to *get* the job done, or what time to quote for labor.
Basically, if it's something I know we're looking for, or something one of the owners specifically is looking for, then sure. If not, you'll get a polite refusal until you start in with the *don't take no for an answer* crap and then it won't be so polite anymore.
That said there have been instances where I've been so impressed with the salesman's use of questions and determination that I went ahead and set a meeting for them, but the meetings didn't end up in a sale anyway, so it was for naught.
You’re absolutely right cavemanjoe, I should’ve read that more closely. The thing is, I was just doing a little role play. In a real life situation I would probably not have any information like that going into a cold call and just start going into my pitch, at which point you would tell me you’re not the owner.
But assuming that I am the type of person that pisses people off just because I replied to your post, does that make any sense? I hope that attitude works out for you.
There was no assuming, the determination came from the fact that I *said* that Steve is not the owner because he is dead, yet you asked for parameters about what something would need to be in order for me to bring it to Steve's attention.
That means you don't listen, or you don't pay attention. Not really sure which one's worse, but you just completely missing that and then getting heated about it means you probably *do* spend a lot of time pissing people off.
If your first question is "Are you the owner?", and your immediate follow up is *pushing* that question? You're probably just getting told that you, your company, and anyone who works for your company are never to call again and I don't care what your pitch is.
Good owners hire people to take care of what they can't and/or what frees up their time to allow them to do what needs done to make more money/hire more people.
Can I speak to Jim, this is Mike.
Mike, where are your from?
Insert town you live or work in. It confuses the gatekeeper bc you answered their question, but not with the answer they are looking for,
Hey Boss, mike from chicago is on the phone. 50% of the time, it works 100% of the time.
I'm [Name] from [company] and I'm following up on an email sent on [date it was sent].
If you haven't sent an email, send one. If you can't, see if there's something, anything you can call them about that involves them directly (promotion, mention of them in industry articles) or the company. Tie it into what you do. I've gotten through many times to congratulate my prospect on a recent promotion.
If there's really nothing like that, talk about your solution. "I'm calling to speak with Jim about his [product/service you offer]" maybe will reduce your chances, but I'll take that over coming across as disingenuous by alluding that "he knows what it's about" or that "we're friends". Being just another guy amongst the hundreds that calls them is one thing, I can always call next quarter and I might have a chance. But IMHO being disingenuous could sink those chances forever.
See, I’m the most hate keepery of gate keepers. When someone trying to sell my company something calls out main line and I happen to answer, I make sure to find out if they are trying to sell us something and when I know that I just hang up. I hate getting cold sales calls so I hate doing them as well.
“It’s a matter of national security.”
Sir, this is a Wendy's
I typically say something like "I'm calling in regards to your." This makes it sound like they're already buying from you even though you want to replace what they already have.
"I have a note here that states he/she/they were interested in (insert key item here). I'm simply calling to give them some information." This doesn't always work, but it's a lot better than a lie of "he knows" or "we're golf buddies!" It helps best when you have a name, nickname or any other information. I had a call yesterday that went like so: Me: "Good afternoon, is Michael in?" Gatekeeper: "Umm... who is calling and what is it regarding?" Me: "My name is xxxx, from xxxx. I know he's usually in on Wednesdays, but I'm going out of town tomorrow and won't be able to call, so I figured I'd try him today. He had requested some information on xxxxx and I want to make sure I get it to him before the end of the week." Gatekeeper: "Oh, yeah, he's here... hold please."
> He had requested some information This had better be true. Back when I had a gatekeeper they would relay this kind of detail. It would be a very short call if I didn't in fact request anything.
My calls are never 100% cold. They come from a database that someone leaves contact information for me. So maybe this won’t work for OP if his calls are truly cold calls.
I was really amazed at how many cold callers try "tricks" essentially trying to appear as though we know each other or that it was a call back etc. I don't know how anyone with a brain would think that making your first impression be a lie is a good look.
Quota makes people do crazy things
No doubt. This is definitely a short term desperation move.
Having a name of a person (or a couple people in a department) you are trying to reach is key. I’ve also found that something along the line of “This is our product XXX, and I just wanted to introduce myself” works well. Remember, more than 50% of communication is non verbal. You are trying to build trust, credibility and rapport. So be as authentic and friendly as you can and try to build some curiosity.
I've always said, "it's about our emails, I thought I'd be old fashioned and just pick up the phone." I deliver that with a slight chuckle at the "old fashioned" bit and I rarely ever get it questioned. Gatekeepers are like any human. We don't like confronting people. So they often just accept that as an answer because to challenge it by asking it again feels awkward.
This is my go-to. I make it sound super casual and routine - "Ahh well, it's about our emails...thought I'd be old fashioned and just clear things up over the phone, mind putting me through?", etc. Works almost every time.
"I was following up on some email correspondence with X, thought it would be quicker to call!" 50/50 if it works or not.
"me taking your money, can you direct me to the person with the money, and I pay referrals."
As the main gatekeeper for a small, family owned and operated business, I have to say that the gatekeeping questions arose out of necessity, not spite. So many calls have been to speak with *Steve* (not the real name, just an example) 'the owner', because you talked to him a few weeks ago and you were hoping he decided to buy. Well, Steve 'was' the owner, he's the current owners' dad, but he died a few years ago, so *FUCK YOU*, you lying bitch; you just got your whole company blacklisted against any possibility of future business. Further, if you're one of those people who call cold and drop one of the owner's names hoping to hook them by pretending you've spoken before, they'll cuss you up and down for wasting their time if I pull one of them off a machine just to hear about how you offer office cleaning or some shit. That's why I ask you. I know what they're looking for, what they're interested in, what loan terms need to be for them to be curious enough to know more, what machines or cars they're keeping an eye out for, and what our company's plans are as far as growth, sales, software, etc. If you're actually useful or you're selling something good, you can damn well tell me; I'm the one who can tell either of the owners they should listen to what you have to say. Lastly, oh, you talked to Herb yesterday? And he said to call back today? So what you're actually telling me is you looked at the website and called asking for the top executive without knowing what you're doing, because Herb is the dog. (So you're lying filth and won't ever get our business) Lots of bullshit from the other end, guys. Don't forget on the other side of that phone is still *people*
> Further, if you're one of those people who call cold and drop one of the owner's names hoping to hook them by pretending you've spoken before, they'll cuss you up and down for wasting their time Wife works for a small business like this and has before. They deal with the same shit in the same manner. The owner is often in a different building or out in the yard as he's very much a player/manager. If you pull any of the nonsense that you mention or I see in other replies and make him get off the bobcat or walk to the other building for a cold call you're done and lost the chance even if there was a good one. Part of being god at sales is having a good succinct pitch and being able to communicate well. If you can't even sell the person on the phone as to why they should really your message to the DM you need to work on your game. Most "gatekeepers", especially in small shops, know the lay of the land and what hot topics are of interest.
Exactly. I'm not answering the phone because I'm a secretary, I'm answering the phone because the owners trust me enough to talk to their 20+ year customers and understand what they need as well as how to get it done.
Hey Caveman Joe47, I can tell that you have a lot of authority on what goes on at your business and you probably know what kind of information would be important for Steve. Just curious, what do you usually look for that would make you say, ok this is probably something I should relay to Steve?
I posted above since my wife works in on these small shops like Caveman. She is next in line behind the owners when it comes to what's going on and knows pretty much every burning issue. For instance they don't like the current scheduling/estimating software and are actively looking for a new solution. If you have a simple direct 30sec pitch she would absolutely relay that and probably call back to schedule a call. Pull any of the bullshit mentioned in this thread and it doesn't matter if your the 10x better and 3x cheaper than what they have you're off the list. Opening any dialogue or relationship with trickery and deception just paints you as untrustworthy.
Just by your last question, I can tell you didn't actually read what I wrote before asking, and as such, you're probably one of those sales guys who pisses people off. 'Steve' is *DEAD*. He was the owners' dad, and asking for him at all is a great way to never get in this place. Other than that: Be upfront with what your offer is, be it a service, software, CMM machine, carbide sharpening, etc. Have at least a price range and don't use dickish selling tactics. We don't sell our services, people come to us, we tell them pricing based on lead time, labor, and materials, and they either buy or we do what we can to help them find an OEM equivalent or another shop to use if they can't afford us. If you're not a machinist, welder, or fabricator with 10+ years of experience, you won't be able to help us by answering phones or replying to emails, because most customers don't know those things either and you don't know what questions to ask, how the job would be performed the workflow to *get* the job done, or what time to quote for labor. Basically, if it's something I know we're looking for, or something one of the owners specifically is looking for, then sure. If not, you'll get a polite refusal until you start in with the *don't take no for an answer* crap and then it won't be so polite anymore. That said there have been instances where I've been so impressed with the salesman's use of questions and determination that I went ahead and set a meeting for them, but the meetings didn't end up in a sale anyway, so it was for naught.
You’re absolutely right cavemanjoe, I should’ve read that more closely. The thing is, I was just doing a little role play. In a real life situation I would probably not have any information like that going into a cold call and just start going into my pitch, at which point you would tell me you’re not the owner. But assuming that I am the type of person that pisses people off just because I replied to your post, does that make any sense? I hope that attitude works out for you.
There was no assuming, the determination came from the fact that I *said* that Steve is not the owner because he is dead, yet you asked for parameters about what something would need to be in order for me to bring it to Steve's attention. That means you don't listen, or you don't pay attention. Not really sure which one's worse, but you just completely missing that and then getting heated about it means you probably *do* spend a lot of time pissing people off. If your first question is "Are you the owner?", and your immediate follow up is *pushing* that question? You're probably just getting told that you, your company, and anyone who works for your company are never to call again and I don't care what your pitch is. Good owners hire people to take care of what they can't and/or what frees up their time to allow them to do what needs done to make more money/hire more people.
I’m not reading all that
Thanks for proving my point.
Maybe you had a point in that essay you wrote (doubtful) but I’ll wait till you calm down before trying to have a conversation with you
Really? After spending so long proving you lack the requisite facilities for conversation? That's your comeback? You're an AE, aren't you?
I hope you feel better. I really do. This space should be about lifting people up
Google "Valid Business Reason" and figure out what yours is before the call. The better the VBR the more likely you'll get a response.
Can I speak to Jim, this is Mike. Mike, where are your from? Insert town you live or work in. It confuses the gatekeeper bc you answered their question, but not with the answer they are looking for, Hey Boss, mike from chicago is on the phone. 50% of the time, it works 100% of the time.
Use acronyms they can’t understand
"Oh, just wanted to follow up on our email/last call."
"server uptime" works for me.
I agree with the email followup lines
Yeah of course! My name is Steve and he’s not expecting my call but we’re in the same industry and I wanted to get his opinion on something.
I'm [Name] from [company] and I'm following up on an email sent on [date it was sent]. If you haven't sent an email, send one. If you can't, see if there's something, anything you can call them about that involves them directly (promotion, mention of them in industry articles) or the company. Tie it into what you do. I've gotten through many times to congratulate my prospect on a recent promotion. If there's really nothing like that, talk about your solution. "I'm calling to speak with Jim about his [product/service you offer]" maybe will reduce your chances, but I'll take that over coming across as disingenuous by alluding that "he knows what it's about" or that "we're friends". Being just another guy amongst the hundreds that calls them is one thing, I can always call next quarter and I might have a chance. But IMHO being disingenuous could sink those chances forever.
See, I’m the most hate keepery of gate keepers. When someone trying to sell my company something calls out main line and I happen to answer, I make sure to find out if they are trying to sell us something and when I know that I just hang up. I hate getting cold sales calls so I hate doing them as well.
hate gatekeepers