How do YOU Handle Gatekeepers?

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  1

  michaeld1059

  09/11/08 | Report as spam

  RE: How do YOU Handle Gatekeepers?

  I try to convince them that introducing our services will make THEM look better to their boss because their organization really needs our services. I get on their side and sell to them....

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  2

  caddit

  09/11/08 | Report as spam

  RE: How do YOU Handle Gatekeepers?

  Obviously these two videos discuss two types of gatekeepers. Not all gatekeepers know anything about the real needs of the business, and not all gatekeepers are bimbos that will slip any kind of information you cue for.

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  3

  Freshjve

  09/12/08 | Report as spam

  RE: How do YOU Handle Gatekeepers?

  I agree with Caddit. Most gatekeepers that I have dealt with have absolutely no idea about how the business runs or what is needed. Their main role in the company is to copy and fax and keep salespeople, like myself, away. Being this the case, there is a simple technique I have used for years and have had excellent results. Here goes a simple demostration and why, imo, it works.
  
  Gatekeeper: Hello and thank you for calling Innertech, this is Nancy. How can I help you?
  
  Salesperson: Hello Nancy, I ned to speak with John Ventura please.
  
  Gatekeeper: May I ask who is calling?
  
  Salesperson: This is Tom, thank you.
  
  The reason for this approach to have such an amazing success rate for me has to do with a subconcious trigger that has been engraved since the beginning of time. It's truely simple, here they are: Please and Thank you.
  
  Please, initiates a response or an action. Once the action has been completed were are taught to say thank you. It is a psychological response to feel as though we have successfully executed the initial request to the persons satisfactions and as humans, we have a tendancy to not go any further than what we are asked. The gatekeeper will follow this natural trend and subconciously feel that she has done her job as best as she could and will initial the transfer.
  
  Try it and let me know how it works.

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  4

  Pammi

  09/12/08 | Report as spam

  RE: How do YOU Handle Gatekeepers?

  I guess it all depends on who you run into. Many gate keepers are students (18 to early 20s) who don't know much about the organization for which they work and so selling to them would be a waste of time...in this case, you may want to be as vague as possible and use approach 1. A majority of gate keepers ASSUME that it is their role to keep solicitors / sales people from getting to the decision maker when in reality they have not been told to do so, nor does the decision maker realize how many business opportunities he/she is missing due to an ill-informed gate keeper.
  
  Then there's the Mother Hen who forgets she only works the front end and wants to question you as if she heads up the FBI and you are a dirty criminal. In this instance, approach 2 would work. Usually, if you can sweet talk mother hen and get her to see why it's important that you speak to the decision maker, she'll put you right through.
  
  You have to get a feel for the gate keeper's office personality and work off that. Remember, there's not always a one-size-fits-all solution when it comes to selling. Different personalities require different tactics.

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  kquintanilla

  09/12/08 | Report as spam

  RE: How do YOU Handle Gatekeepers?

  Re Freshjive's approach, that may work if it's the gatekeeper's first day on the job. Otherwise, they are experienced and know to get full 'who' and 'why' info, as their boss will ask for more information before accepting the call. Essentially tricking someone into answering your call is not a good way to get into the good graces of the exec... they don't want to be ambushed by an unexpected sales pitch.

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  VT3000

  09/12/08 | Report as spam

  RE: How do YOU Handle Gatekeepers?

  just walk through, dont look them in the eye!

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  7

  Mike296

  09/12/08 | Report as spam

  RE: How do YOU Handle Gatekeepers?

  I'm guessing it depends on what level in the organisation you are trying to get to. My first thought was that the first video couldn't be for real, it just had to be a joke. Me 3 her 1? The second guy appears to be wearing his pyjama top for the video, but at least appears to believe in treating people with respect.
  I virtually always write first, a letter tailored to the individual I want to get meet. I then follow that up with a call to the secretary/PA to check it's been receieved and whether they are happy to meet. Frequently the letter appears not to have arrived, or they have no recollection of it (strange that). In that case I offer to send an email copy - I have never been refused this request. I then ask if I can follow this up with a call when they've had a chance to talk with the boss. Generally I have been amazed at how helpful these people have been, in some cases even making the appointment for me. A liitle politeness and respect can go a long way.

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  8

  RyanHahaj

  09/12/08 | Report as spam

  RE: How do YOU Handle Gatekeepers?

  Each gatekeeper needs to be handled differently in a manor that pertains to their attitude and skills. Just like sales professionals, some gatekeepers are pros at their job and some are just learning. A sales professional needs to be on their toes and ready to adapt to any situation.
  
  Ex. If a gatekeeper is very good at their job and unlikely to hand out information it will be important that the sales professional turn that gatekeeper into a ???friend??? and make them feel as if they are truly helping the company out.
  
  Likewise if a gatekeeper is not very good/just learning/don???t care about their job then there is no need to befriend them but simply use them as an aid to receive information.
  
  My suggestion is to be the jack of all trades and be willing to adapt to situations quickly. This will lead to a more successful sales call time after time.
  
  It???s too often that I see sales people get upset and lose confidence because the one type of approach they choose to use time after time has failed over and over. If you can adjust your method on the fly, success will likely be yours more often then not.

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  9

  rguerrin

  09/12/08 | Report as spam

  RE: How do YOU Handle Gatekeepers?

  Wouldn't it be nice if there was ONE solution to handling ALL gatekeepers. Someone is being unrealistic.
  
  Gatekeepers aren't idiots. And I agree with "kquintanilla" the executive is going to ask for more information before accepting a random call, in most cases. You have to give them a little bit of information. It's a case by case basis. You may even have to sell them a little...sell them on why your product or service could HELP make THEIR job easier. That's what has worked for me.
  
  I also think it depends on the industry. For ex. I sell heavily in the medical industry. It is nearly impossible to get a doctor on the phone who is usually the decision maker. However, the office manager knows the ins and outs of the office...s/he is the one dealing with the everyday operations. When I get her on my side, getting an appointment with the doctor is now finally possible! I am competing against pharma reps (I'm working in the IT industry) for the doctor's time...I need to give the office manager a reason to schedule me in.

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  aambrosi

  09/12/08 | Report as spam

  RE: How do YOU Handle Gatekeepers?

  Here is a good reason not to sell around the gate
  keeper. One day I was sitting in the lobby taking with
  the ???gatekeeper??? as I do at all my accounts. One of my
  competitors came out of the buyer???s office and walked
  right by her with out saying anything to her. As I
  continued to call on that account I would often watch
  my competitor walk right past ignoring the gate keeper
  as if she did not exist. No hello, no goodbye, no small
  talk, nothing. Fast forward 10 years, the gatekeeper
  had left that job went to work for another company.
  She proceeded to move up the corporate ladder to a
  senior buyer position. Just like my competitor, I seized
  the opportunity and made an appointment to see her.
  I???m sure you can guess who go the appointment and
  who did not. Just a reminder that you never know
  where someone might end up.

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  venzulo

  09/12/08 | Report as spam

  RE: How do YOU Handle Gatekeepers?

  Nothing can replace pure confidence. In my work I'm always calling the CEO's office, and it doesn't get any tougher than that. When I call the main number they tell me they're transfering me to "so and so's" assistant "_____". So before she answers I already know her name and the CEO's name. When she answers I say Hello "______" is "_____" in? I don't even use his last name, I use the same language as if I was a golf buddy of 10 years, and I treat her with utmost respect. That confidence alone will get you in 75% of the time. The other 25% percent of the time I sell to the assistant, but I still speak with the confidence of an old friend, as if the sale was a foregone conclusion. I act the same way in person. Pure confidence, and respect will get you anywhere you want to go. He who hesitates, masturbates

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  Malcolm Sask

  09/12/08 | Report as spam

  RE: How do YOU Handle Gatekeepers?

  Start with the 'golf buddy' approach, "is Tom in, no, when is a good time to catch him?" which works 15-25% of the time, sometimes you get lucky.
  
  But most of the time your hitting a gatekeeper with a little more enthusiasm for the game.
  
  Since you've already done the research to pitch the decision maker, I train our guys to practice on the gatekeeper.
  
  Reciprocity baby, give before you try to take:
  
  "I'm Mike for Widget Inc., we have a new product/service that fits well with your company's new line/product/service and will save money/time/risk. I'd like to send some information over for Mr. Big to look over, would you mind telling me how he likes to review presentations? Email, print, power point, in person?"
  
  Now we're having a conversation about how to be most useful, which is the best way to sell anyway.

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  Graeward

  09/16/08 | Report as spam

  RE: How do YOU Handle Gatekeepers?

  You have to make the gatekeeper your new best friend and the way to do that is to convince them that they can be a hero to their boss if they 'manage' your access and that you have something great to tell. Its gatekeeper and not brickwall keeper and there is always a way to open the gate.