Passing the Gatekeeper on a Cold Call – Breaking the Whitelist

Prologue: Recap on the roles and functions (even though it takes 2 more minutes of your life reading, it is important for understanding the strategy):

The key element and certainly necessary to get ahead in the sales process, is to reach the decision maker. A decision maker is a person who can say yes, even though everyone else said no. A decision maker can overrule anybody. That‘s the person you should be aiming for.

Depending on the size and structure of the company, these decision makers are very senior executives. It does not need to be the CEO, as it clearly depends on the value and size of the proposal.

In 99% of all senior executives in larger businesses, the true decision maker has an assistant or secretary. If they don‘t, it is safe to suggest to re-evaluate that you are really speaking to the decision maker. While assistants are a clear indicator that we are about to speak to someone who is in a higher command of the prospects‘s company, it is also a pain and a barrier. There is a reason that the secretary is also called „The Gatekeeper“.

There are ways to go around the secretary and there is the way through „HELL“ via the secretary. We will look into strategies for both ways.

Definition of the ultimate Decision Maker
  • Can allocate additional budget for any department of the company
  • Has ultimate decision making authority
  • Can overrule any decision of anybody in the company
  • Mostly also known as the CEO, Chairman or Managing Director
Common for all ultimate Decision Makers
  • Hard to reach
  • Very short on time on the phone to unannounced callers
  • Sharp minded and hard to convince
  • Sometimes appreciates a good sales pitch if real value is perceived
  • Seldom keeps call appointments (if it all)
  • Has at least one personal assistant known as the Gatekeeper

There are probably a few extra points we could list, but the one mentioned above are the most common ones.

The Personal Assistant

The role of the assistant is to keep the back of the Decision Maker free of unnecessary tasks and time wasters. The role is to screen the important from the unimportant. They are also trained to spot a sales person. An assistant most often stays with the Decision Maker for a long time. They not also know a lot about the business, they also know how to „handle“ the boss. One of the biggest horrors of all professional sales people is that she can sniff a sales guy a 100 miles against the wind. Unless it is a matter of life and death, the assistant will block the path to the master. In addition, she will guard his email inbox and his daily agenda. She is not just the ears and the voice of the Decision Maker, she is also his eyes and controls all communication access points; except one: The personal or business mobile phone. Like in a fairy tail, the assistant is the dragon who guards the gate so no fearless knight or sales cowboy can pass.

Do not underestimate the assistant. That person can smell any scum and almost any approach. On top of that, the assistant has rules he or she has to obey. If the rule is no one who unknown can go through, you can be as charming as Romeo, or as brave as Prince Lionheart, chances to pass are very low.

Studies and experience show that the best way to deal with a Gate Keeper is not to deal with them at all. The chances of losing in the game are just far too high. It is worth getting the direct number of the person you really like to reach, or to call when the assistant is not at his or her desk. We will look into how this can be done separately.

The Qualifying Process of the Gate Keeper

The decision making process of an assistant is to verify the importance. In essence, any approach will lead in one of the three possible outcomes:

  • You get rejected
  • You get through
  • Further investigation of your credentials and subject matter (which often leads to rejection)

Typical questions any assistant will ask for the decision making process:

  • where are you calling from
  • what is it regarding
  • why do you need to speak to the Decision Maker, maybe someone else can help you?

Typical standard responses which indicate that you are rejected are:

  • He is in a meeting
  • He is out of the office
  • He does not accept unknown calls
  • Can you please send an email

Important to realize: If in doubt, the assistant will inquire more information. If you are uncertain with your answers, you will be rejected. But in many scenarios you will be asked to send everything by email, and someone will contact you (if what you send is interesting to them).

If you don‘t make it through to the decision maker while being on the call, your chances of getting through after further „investigations“ shrink to 10% or less.

The White List

The Decision Maker, one of the most guarded person in a company, does interact with the outside world, but is very selective with whom. Some Decision Makers are even hard to reach for colleagues who report directly to him. In order to either make it onto the white list, you need to have the approval of the decision maker himself. The crux is, that you have to make it through to him in the first place, to get the necessary blessing.

In order to be reach the Decision Maker you have to make it on to the „White List“. Assistants have a list of people who can go through to the Decision Maker. These people include family members, personal doctors or lawyers, people with higher authority (board members, Chairman etc) or governmental representatives. In case that the Serious Fraud Office or the White House are on the phone, chances are much better than if you or I were calling (in case you are the real Donald Trump, chances increase). Also people widely known in the corporate world or „celebrities“ have better chances. Bill Gates will certainly be transferred through. You get the picture.