Training Tips

Rules for the Receptionist: What not to do when trying to get through

Too often, sales professionals rely on duplicitous methods to reach decision-makers. When making sales calls or visits, it is important for reps to know how to handle gatekeepers. Honesty is key. In his book Five Minutes with V.I.T.O., Anthony Parinello gives “The Five Indisputable Rules of Receptionist Gatekeeper Interactions” including:
1. Never lie about the purpose of the call.
2. Never claim to know someone you’ve never met.
3. Never disregard what you hear. If the receptionist asks a direct question, give a direct answer.
4. Never purposely ask for the “wrong” person, so they can connect you to the right person. It is bad form to ask for the janitor, in order to then ask him to connect you to the branch manager.
5. Never ask for information you could have acquired yourself, such as the CEO’s name. “You couldn’t check the web site? This kind of call doesn’t build rapport with gatekeepers. It irritates them,” Parinello says.
Receptionists can be fierce gatekeepers, but with honesty and common sense, it is possible to win them over.