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Nhân viên bán hàng: Angela, tôi chắc chắn rằng bạn đang rất bận rộn. (Tạm dừng ở đây chỉ là một hoặc hai thứ hai để xem nếu Angela muốn để cho bạn biết cô bận rộn như thế nào.) Gatekeeper: Tại sao, như một vấn đề của thực tế, tôi. | Getting Gatekeepers to Work for You 69 Salesperson Angela I m sure you re very busy. Pause here just a second or two to see if Angela wants to tell you how busy she is. Gatekeeper Why as a matter of fact I am. Tracking my boss s paperwork for travel expenses takes a lot of my time over and above my regular work Salesperson I can understand. Our company has some really easy-to-use software that even your boss might feel comfortable with. Would that help you at all You see just the fact that you acknowledged the duress many receptionists and assistants are under will differentiate you from other callers who treat them like a PBX. It only takes a few seconds to be supportive and support is always welcome unlike flattery. Later in that call or other calls you can likely expect a cooperative reception. For example let s say you are returning a call from a customer and reach a receptionist. Salesperson Keisha Michael called me earlier. I m trying to reach him and I hope you can help me out. He said to call him at 10 00 but I haven t been able to reach him. Do you mind paging him or should I call this afternoon In this scenario the gatekeeper might feel sorry for you appreciate your honesty and find the contact for you or give you a better number cell or other location. As a sales professional you can differentiate yourself from others who call and aren t professional. A note here about formality is important. In other chapters you have read that the more formal approach is better meaning to call a person by Mr. or Ms. and use the surname. With receptionists and administrative assistants however we often only have their first name. They may answer the phone with Alexander Courtney s office this is Pat. Or even say This is Kevin. Thus calling Pat or Kevin by a first name would not likely be perceived as being too familiar or unprofessional. 70 Selling to Anyone Over the Phone Exercise Check your call frequency to gatekeepers. Activity Take a few moments to write down some
