There is a right way and a wrong way to try to get a prospect on the phone that is guarded by a secretary or another sentry.
The wrong way is to start the call by asking, "Is Mr. Smith in?"
Who wants to know? Does he know you? Have you spoken before? Are you selling something?
The same type of response is provoked by the polite question, "May I speak to Mr. Smith, please?"
Some brash intruders try to demand: "I need to speak to Mr. Smith!"
Again, they're likely to be shot down by call sentries.
To get through, we need to communicate the idea that we deserve admittance, using the equivalent of a "password" so the gate will be lifted, and we'll be allowed to pass through.
One way to signal that we warrant cooperation is to disclose vital information in advance.
"Hello, Gary Goodman, with Customersatisfaction.com, for Bill Smith please; thank you!"
In one economical phrase I've told the sentry my name, my company, and the person with whom I wish to speak. I've sounded polite, professional, and firm, even thanking the person, in advance, for his or her cooperation.
This line, by itself, will get you in much more often than the alternatives, listed above.
But you may need more ammunition, and that I'll provide in future articles.
Dr. Gary S. Goodman, President of Customersatisfaction.com, is a popular keynote speaker, management consultant, and seminar leader and the best-selling author of 12 books, including Reach Out & Sell Someone® and Monitoring, Measuring & Managing Customer Service. He is a frequent guest on radio and television, worldwide. A Ph.D. from USC's Annenberg School, Gary offers programs through UCLA Extension and numerous universities, trade associations, and other organizations in the United States and abroad. He is headquartered in Glendale, California, and he can be reached at (818) 243-7338 or at: gary@customersatisfaction.com.
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