Starting off in outside sales can be daunting for those who don't have a built-in warm market. As a result, new sales people have to work extra hard at networking, asking for referrals, and worst of all, cold calling. In my book, "You're Going To Be Great At This!", I discuss cold calling and give some examples of good and bad sales calls as well as dealing with gatekeepers.
A gatekeeper will usually be a receptionist or a secretary who can help or prevent you from meeting with a decision maker. My experience with these people is that, just like everyone else, they have good days and bad days. They are busy, usually under a lot of pressure and the last thing they want to deal with is a salesperson. Empathy is your best weapon in these cases. Put yourself in the shoes of the gatekeeper when you walk in.
My objective when walking into an office or business is to get an appointment. Rarely will you walk in without an appointment and talk to the decision maker, unless is a small retail shop, so getting a firm commitment in an appointment book makes sense. With that in mind, I don't walk into an office like a bull in a china shop making demands. I want to let the gatekeeper think I'm on his or her side. There are times when I may have to wait a few minutes to talk to the gatekeeper. Just be patient, and wait. (Also, don't eat the candy they almost always have in a jar on the desk for their customers.)
When the gatekeeper does acknowledge you, be nice. Say something like, "I see that you're very busy and I'll be brief. I don't have an appointment, but I'd like to see if there's a way to make an appointment to see Ms. Jones for 10 to 15 minutes in the next week or so."
You've let him or her know they are busy, you've stated your goal (getting an appointment) and you smiled. If you are able, name drop. "Mr. Smith suggested I come by." Make sure that Ms. Jones and Mr. Smith get along.
One of the weirdest incidents I went through involved a lady who was a receptionist at a real estate office. This occurred during an election year, and the gatekeeper was really being difficult and wanted to know where my political beliefs were. I tried plying her with compliments ("I like your dress") and doughnuts (she liked chocolate glazed), but still kept jerking me around. Finally she addressed what she felt was the 800 pound gorilla in the room.
"Where do you stand on abortion?" she asked coldly. I almost got angry. What the hell did that have to do with me talking to the business owner? Taken aback, I had to regroup and calmly stated that I felt that the legal abortable age of a fetus should be 18 years. Yes, I was being a smartass, and yes, I was at my wits end with her.
Luckily, the business owner walked in about that time and we spoke briefly. We realized that she actually lived a few doors from me and she instructed the gatekeeper to put me in the appointment book. I eventually got the sale and the gatekeeper was gone within a few months.
If you've had an experience with a gatekeeper, please put it in the comments section below and if you would like Chris to speak to your group or organization, please fill out our contact form at www.ChrisCastanes.com
A gatekeeper will usually be a receptionist or a secretary who can help or prevent you from meeting with a decision maker. My experience with these people is that, just like everyone else, they have good days and bad days. They are busy, usually under a lot of pressure and the last thing they want to deal with is a salesperson. Empathy is your best weapon in these cases. Put yourself in the shoes of the gatekeeper when you walk in.
My objective when walking into an office or business is to get an appointment. Rarely will you walk in without an appointment and talk to the decision maker, unless is a small retail shop, so getting a firm commitment in an appointment book makes sense. With that in mind, I don't walk into an office like a bull in a china shop making demands. I want to let the gatekeeper think I'm on his or her side. There are times when I may have to wait a few minutes to talk to the gatekeeper. Just be patient, and wait. (Also, don't eat the candy they almost always have in a jar on the desk for their customers.)
When the gatekeeper does acknowledge you, be nice. Say something like, "I see that you're very busy and I'll be brief. I don't have an appointment, but I'd like to see if there's a way to make an appointment to see Ms. Jones for 10 to 15 minutes in the next week or so."
You've let him or her know they are busy, you've stated your goal (getting an appointment) and you smiled. If you are able, name drop. "Mr. Smith suggested I come by." Make sure that Ms. Jones and Mr. Smith get along.
One of the weirdest incidents I went through involved a lady who was a receptionist at a real estate office. This occurred during an election year, and the gatekeeper was really being difficult and wanted to know where my political beliefs were. I tried plying her with compliments ("I like your dress") and doughnuts (she liked chocolate glazed), but still kept jerking me around. Finally she addressed what she felt was the 800 pound gorilla in the room.
"Where do you stand on abortion?" she asked coldly. I almost got angry. What the hell did that have to do with me talking to the business owner? Taken aback, I had to regroup and calmly stated that I felt that the legal abortable age of a fetus should be 18 years. Yes, I was being a smartass, and yes, I was at my wits end with her.
Luckily, the business owner walked in about that time and we spoke briefly. We realized that she actually lived a few doors from me and she instructed the gatekeeper to put me in the appointment book. I eventually got the sale and the gatekeeper was gone within a few months.
If you've had an experience with a gatekeeper, please put it in the comments section below and if you would like Chris to speak to your group or organization, please fill out our contact form at www.ChrisCastanes.com
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