Smart Calling, 3rd Edition

CHAPTER 8Working with Assistants

Notice that I did not call this chapter “How to Get Past, Around, Over, Through, or Under Screeners and Gatekeepers.” Yet that is what a lot of training suggests. I suggest the opposite. I could sum up my stance in a short sentence: Treat the screener as you would the buyer.

I even suggest you quit using the terms “screener” and “gatekeeper.” Those imply something negative, like they are the enemy. In fact, they are the buyer’s aid, and ours as well. I prefer to use the title assistant for these very important professionals.

Actually, our goal is the same as assistant’s: to protect the decision maker’s time and ensure that they are speaking with someone who has potential value.

Gatekeeper and Screener Myths

You may have been exposed to bad information about assistants. Let’s take a look at some of the nonsense that has been taught so we know what not to do.

• “Don’t give them any information. They can’t buy from you.” Wrong. Sometimes they can indeed buy from you, and often, they influence decisions. One thing they can definitely do is make sure that no one will buy from you.
• “Answer their question abruptly, and make a demand of your own. As in ‘I’m with AB Company. Will you connect me please?’” That will intimidate them into putting you through? Right. People generally don’t respond all that favorably to rudeness.
• “Just tell them, ‘It’s a business matter that I need to speak with him personally about.’” You might as well say, “I’m a cheesy, ...