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The sentries guarding the Castle of the Royal Prospect are usually not burly or gruff. In fact, they are usually pleasant, know their job well, and are loyal to their lord or lady. You must befriend these modern-day gatekeepers in order for you to get an audience with The Royal Prospect.
The question, then, is, "How do I secure passage through these gatekeepers? How can I get them to befriend me so I can present my wares to The Royal Prospect?" The answers are really quite simple, but they must be followed carefully or the sentry will raise the drawbridge and close the iron gate forever.
First, in a pleasant, firm, and businesslike tone, state your name and for whom you're calling. Don't just ask if Mr./Ms. Prospect is in, and don't tell the gatekeeper where you're from unless it is prestigious enough (e.g., IBM) to get you through. For example, "Sales Knight calling for The Royal Prospect," works better than "Sales Knight, Kingdom of Persistence, calling for The Royal Prospect." They may have a preconceived prejudice about your company and will stop you in your tracks when they hear the company name.
You don't want to just ask if s/he is in, because when you do, the sentry goes into his/her routine:
Sentry: "Hello. Castle of The Royal Prospect."
You: "Is The Royal Prospect in?"
Sentry: "May I ask who's calling?"
You: "Sales Knight."
Sentry: "Where are you from?"
You: "Kingdom of Persistence."
Sentry: "What is this regarding?"
You: (Even though you feel like saying, "None of your business, you say:) "I'm calling about our new Dragonbusters. I'm sure she'll want to hear about them."
Sentry: "She's not available right now. I'll tell her you called."
Ugh! Foiled!When you just state your name, you disarm the guard. "Sales Knight calling. The Royal Prospect, please." Since the routine is interrupted, his/her first response is to put you through to The Royal Prospect. Also avoid just asking for The Royal Prospect by his/her first name. "Hi. Is Royal free?" may get you through the guard, but it angers The Royal Prospect that you were so friendly without ever having met him/her.
Also, don't ask for Royal Prospect by "Ms. Prospect." This is a tip-off that you don't know Royal, and the guard will censure you quickly, as guards are wont to do.
Deepen your tone when you make your calls. People seem to sound younger over the phone. Make a conscious effort to deepen the tone without lessening the volume. You also do not want to sound breathy. You want to have a clear, businesslike, pleasant tone which projects authority and confidence.
Be "up" but not overly enthusiastic. You needn't sound like the head cheerleader for the jousting team, but don't sound like you've just been released from the dungeon either. Just a pleasant, upbeat tone in your voice will make you sound warm and professional.
Ask for the sentry's help. Nationally known sales trainer Sheila Murray Bethel says she asks the gatekeeper to help when she has difficulty connecting with The Royal Prospect. She asks for help about such matters as when she should call back, or verification of data about the company, and she sometimes sends information for The Royal Prospect directly to the gatekeeper. She also asks gatekeepers to personally place the information on The Royal Prospect's desk.
Respect the gatekeeper. If s/he answers using his/her name, you can use it too. Be wary of overusing his/her name or sounding too friendly or condescending, however. This is a tip-off that you are a non-professional selling something, and the gatekeeper will instantly think you are one of the Rogues and Rapscallions from Rip-off-burg. Having been a guard myself for seven years, I can tell you it is easy to spot these peasants. Simply try this:
Gatekeeper: "Hello. Castle of The Royal Prospect, Gladys Gatekeeper speaking. May I help you?"
You: "Hello, Gladys. Sales Knight calling for The Royal Prospect."
Gatekeeper: "Hold on please."I'll admit that it is not always that easy, but I am astounded at the number of times that's all it takes. No going back and forth explaining who I am, where I'm from, and what I want. It works like Merlin's magic.
© 1996 Morgan Seminar Group
_______________________Rebecca L. Morgan, CSP, is a dynamic speaker and seminarist. She is the author of four books, TurboTime: Maximizing Your Results Through Technology, Calming Upset Customers, Life's Lessons: Insights and Information for a Richer Life, and Professional Selling. For information on her speaking services, books, and tapes contact her at 1440 Newport Ave., San Jose, CA 95125, 408/998-7977, 800/247-9662, fax: 408/998-1742, rebecca@RebeccaMorgan.com, www.RebeccaMorgan.com. Please contact Rebecca for permission to reprint or repost this item.
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