Gatekeeper or Concierge?

With the economy making things interesting in the business world, many people are turning to prospecting efforts they've never used before, including cold calling. And if you're new to cold calling, you may be running into someone who keeps getting in the way when you want to to talk to the decision maker...the gatekeeper.

While this situation can be stressful, especially for a new cold caller, sales expert Keith Rosen has some solutions for you to keep in mind.

"Think about your reaction to the word 'gatekeeper,'" says Rosen. "What thoughts does it conjure up for you?"

"Now think about the word 'concierge.' What comes to mind? When you go to the mall and you need to find a specific store, who do you ask? The concierge. When you are staying at a hotel on vacation and are looking for directions, the hotel's amenities, somewhere to eat or need tickets to a show, who do you ask? The concierge."

"How good are you at making friends? Instead of 'getting through the gatekeeper' how about 'making friends with the concierge?' Now, doesn't that just sound (and feel) better?"

"Consider this for a moment. The concierge secretly wants to help you," continues Rosen. "The only caveat is, you have to give them a reason to."

"After all, if you try to sneak behind their back and get busted for doing so, you have succeeded in creating an adversary. Not only that but you've now fueled their justification as to why they need to screen all incoming calls! Now, when you need them in the future, it's a safe bet that they probably won't welcome you with open arms. Instead, focus on making the gatekeeper your concierge and internal advocate. Here's how:"

Brutal honesty that compliments

The old adage, "Honesty is the best policy" certainly holds true when trying to befriend the gatekeeper, I mean, the concierge. When calling to speak with your prospect or to find out exactly who the prospect is, try this approach in the following example.

You: "Hi, I can really use your help. I'm calling to speak with the person who is in charge of (software engineering/product development/programming, etc) would that be you?

Here's what you have accomplished: Asking the concierge, "Would that be you?" or "Are you the expert in that area?" comes across as a compliment and makes the concierge feel important. As such, they are now more likely to give you the name of the contact you are looking for.

Keith Rosen is the President of Profit Builders, LLC and the author of several bestsellers, including Coaching Salespeople into Sales Champions and The Complete Idiot's Guide to Cold Calling. Learn more at www.profitbuilders.com