If you've been in the
Telesales industry for the
longest time, then definitely
you'd be familiar with that
dreaded term 'Gatekeeper' by
now. No, they don't belong to
any secret order, although
oftentimes it feels like they
do. These are the individuals
whose job mainly is to prevent
people, especially telesales
representatives, from getting
in-touch with the
Decision-Makers. In some cases,
these are receptionist or
switchboard operator. But in
some companies, it may be a
personal assistant or a
secretary.
What's with the Gatekeeper that
every telesales representative
finds it imperative to avoid
like the plague? It's because of
that psychological barrier
inculcated in the minds of the
telesales representatives that
Gatekeepers are enemies. With
that in mind, they're already
half-right.
Here are some helpful tips for
getting past the gatekeeper:
JUST LIKE YOU, THEY'VE GOT A JOB
TO DO
Remember that the Gatekeeper is
just like a uniformed guard to a
posh mansion, they'll let you
know that, unless you are
invited, you are not welcome and
believe it or not, it's actually
part of their jobs. And
understanding the Gatekeepers
even more will make the
telesales representative's work
a little more bearable.
SOUND REALLY IMPORTANT
If someone believes that you are
important, they will treat you
differently. Speak slowly and
articulately, don't forget to
relax, calm your voice, and
don't divulge more than is
necessary. During the opening
seconds of your conversation, if
the Gatekeeper senses that
you're nowhere near their pay
grade, you run the risk of
getting nowhere near the DM.
Management almost always gets
preferential treatment.
IT S NOT WHAT YOU KNOW BUT WHAT
THEY KNOW
One important fact about a
Gatekeeper every telesales
representative should know is
that they do know a great deal
of important information about
the DM and the business. Are you
certain that the person you're
looking for is the
Decision-Maker? If you play your
cards right and get on the
Gatekeeper's good side, they
might direct you to the proper
person you should be talking to.
Check your facts with them.
Including the Gatekeepers in the
decision-making process by
asking for their opinions on
certain aspects of their company
might do you some good.
RELAX
Being nervous, stressed or tense
easily translates over the
phone. Your voice, your behavior
and choice of words are visibly
affected by it. All of these
will significantly impact on how
the Gatekeeper sees you and
therefore how they are to treat
your request of information.
Breathe, Inhale and exhale, this
will put you at ease and put an
air of confidence. What's the
worst thing that could happen to
you anyway?
ESCAPE AND EVADE?
Trying to sneak past the
Gatekeeper is like escaping from
Alcatraz, chances are you'll get
shot down immediately. Actively
engage with the Gatekeeper.
Use humor to establish rapport.
You can gently probe but don't
get too personal and don't pry.
If you can't get through to the
DM immediately, engage the
Gatekeeper so that they remember
you and will retain a friendly
and positive attitude towards
you when you call back. In some
small companies, gatekeepers are
sometimes the DM's wife,
girlfriend or daughter. It's
highly unlikely you'll become
best friends, but building that
friendly and positive attitude
might get you through to the
right person.
Never be rude or sarcastic,
you'll never know if the
Gatekeeper is really just a
Gatekeeper or the actual DM
pretending to be a Gatekeeper.
Oftentimes their job isn't so
easy (try sending letters,
emails, faxes while keeping the
DM's tight schedule), but If
they warm up to you, they will
more than likely help you. It
all depends on your approach and
conviction.
Then again, telesales is
personal and is very subjective;
what works for one, will not
necessarily work for another.
These tips should get you
started on having a rewarding
and fruitful encounter with the
Gatekeeper.
Be like a sponge, absorb what is
useful and reject what is
useless as far as understanding
and working with the Gatekeeper
is concerned. When all else
fails, the last best solution is
to always treat Gatekeepers with
respect and compassion, contrary
to what you believe in the
beginning, Gatekeepers are also
human beings, just like you.
Source: Anne
Geller
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