How to talk to Gatekeepers, Receptionists, and Executive Assistants

Gatekeepers, receptionists, and Executive Assistants are dreaded by most outbound SDRs. They pose what appears to be an impenetrable roadblock between the SDR and the final decision-maker they are trying to make contact with. Rather than perceiving them as adversaries, with the right approach they can become your ally, providing you with valuable intelligence and putting you through.

Here are a few tips on how to respond to their questions, brush-offs, and objections.

First, let’s establish the kind of information they can provide to help you go around or through them.

Mobile number: Arguably the most precious piece of contact data an SDR can have is the cell phone number of the decision maker. Whether in the office, on the road, or working from home, the cell phone number gives you the best chance to make contact and allows you to work around the gatekeeper rather than go through them.

Direct Dial #: Many of today’s decision-makers have a direct dial that rings right to their desk, and in some cases will also ring to their cell phone simultaneously (myself included). Making having their direct dial just as valuable and easier to have in your possession.

Best time to call/Schedule/Availability: Executive Assistants have full visibility of where their boss is, where they’re headed when they’ll be there, and the best days and times to catch them. Use their knowledge of your DM’s whereabouts to be strategic in your contact attempts.

Prequalifying: GREA’s are also in the know operationally. Before you hang up, if you ask them some of the qualifying questions you intended on asking the decision maker you’ve now armed yourself with invaluable information to use as part of your initial conversation talk track to b more relevant and provide more value upfront.

How to handle GREA questions

What’s this call regarding?

• “It’s regarding businesses looking for (what their company provides) e.g. sales enablement tools, payroll software, etc. *ask a question* He’s not in, is he?”

• “It’s regarding the email I sent him (day), so if you can put me through please that would be great thank you!”

Is he/she expecting your call?

“Not today, I was supposed to call him last week but as you can imagine I’ve been busy, so if you can put me through please that would be great thank you.”

*If the GREA gets funny and says I’ve never heard of you and you’re saying you were to call me last week simply state he was on your list to call last week and you never got around to it. Then get straight down to business.

They’re in a meeting/On a call

“I assume he probably has his cell phone off or on silent then right?  – Great I’ll leave him a message what’s the number …?”

If the GREA won’t give out – “That’s fine when is the meeting expected to wrap up?”

If they don’t know – say you’ll call back and ask for the best time and better number to get them on.

He’s on the other line can I take a message?

“I’ll hold thank you.”

I don’t think he’ll be interested.

“I would really appreciate the opportunity to let him/her make that decision because we have clients in his field who are (insert problem you solve and the outcome it produces). So if you can put me through please that would be great, thank you.”

You can speak to me/I deal with that.

“Okay perfect, just so I don’t waste either of our time – do you mind me asking what your role is in the business?

Well, it would normally be the (your typical DM title) VP of Sales I would need to speak to, do you have one there?”