The tone that gets results

In his YouTube video, Marcus Chan shares a proven script to effectively navigate gatekeepers, leveraging psychological principles and tonality to maximize success.

1. Tone of authority

Gatekeepers tend to transfer calls from individuals who sound authoritative and direct, not like typical salespeople.

Acting like an authority figure creates trust and urgency for the gatekeeper to transfer the call.

Key behaviors:

• Speak with confidence.

• Use a firm, direct tone.

• Avoid sounding overly friendly or "salesy."

2. The script framework

• Step 1: Be direct when asking for the decision-maker.

  • Example: "May I speak with John? Thanks."

  • Use a firm voice, end the sentence as a statement (not a question), and avoid pitching.

• Step 2: Handle follow-up questions briefly.

  • Example for "Who’s calling?": "It’s Marcus. Thanks."

  • Avoid saying "My name is…" or giving unnecessary details.

• Step 3: Respond minimally to questions about your company or purpose.

  • Example: Gatekeeper: "What company are you with?" Response: "Cyber Security Services. Thanks."

  • Example: Gatekeeper: "What’s this regarding?" Response: "It’s in reference to a setup with XYZ company. Thanks."

3. Common mistakes to avoid

• Avoid pitching the gatekeeper: They’re not the decision-maker, so don’t sell to them.

• Avoid over-explaining: Providing too much detail makes you sound like a salesperson, which raises their defenses.

4. Practice and tonality

• Practice is crucial: Your attitude and tone are what make this approach effective. Words are important, but delivery is critical.

• Key tonality:

  • Confident and assertive.

  • Neutral and nonchalant, avoiding desperation or eagerness.

How to avoid being screened as a salesperson

This episode of We Have a Meeting with Zac Thompson and Jack Frimston dives into getting past gatekeepers on sales calls.

Learn practical techniques to sound confident, navigate tricky questions, and reach decision-makers effectively:

1. Be honest and avoid lying
   ↳ Never manipulate or lie to gatekeepers. Build trust by being upfront, even if you're being a bit cheeky or mischievous.

2. Don’t sound like a typical salesperson
   ↳ Avoid making the call about yourself. Speak naturally, confidently, and focus on sounding like you belong.

3. Use familiarity and authority in tone
   ↳ Act like you are supposed to be speaking with the person you're calling. If needed, sound like you've been redirected or that it’s a follow-up.

4. Redirect calls strategically
   ↳ Avoid obvious entry points like reception. Try departments like finance or IT, as they are less likely to screen calls.

5. Lean on technical language
   ↳ Use industry-specific terms to sound credible and signal importance. This helps pass the gatekeeper’s filters.

6. Answer tricky questions carefully
   ↳ When asked what the call is about, don’t overshare. Keep responses neutral or mirror the gatekeeper’s phrasing to maintain control of the call.

7. Be prepared with specific names and details
   ↳ If unsure, reference another person in the department to sound legitimate and improve chances of being redirected.

8. Use misdials as an excuse
   ↳ Claiming a misdial can help get you transferred without raising suspicion. Be polite and persistent.

9. Avoid the salesperson tone
   ↳ Gatekeepers can spot salespeople immediately if your tone sounds rehearsed or pushy. Be natural and conversational.

10. Sound like a real person
    ↳ Don’t try too hard. Be relaxed, confident, and act like you belong in the conversation.

Act like you belong

Gatekeepers control access to decision-makers. Benjamin Dennehy explains how to use confidence, authority, and a direct approach to get past them effectively.

→ Act like you belong

• Speak with authority, as if you are expected.

• Match the tone of someone the decision-maker would recognize, like their boss.

→ Use a decisive tone

• Keep your sentences firm and to the point.

• Avoid unnecessary greetings or pleasantries.

→ Ask direct questions

• Open with a question they must answer, such as “Mike’s not in the office, correct?”

• This forces the gatekeeper to engage without questioning your presence.

→ Sound slightly frustrated

• Add a subtle sense of urgency to your tone.

• Avoid sounding rude, but act as if you don’t have time for delays.

→ Avoid over-explaining

• Keep your responses brief.

• If asked who you are, say, “It’s Benjamin, thanks,” and stop talking.

→ Stay ready for common responses

• Be prepared for answers like “They’re in a meeting” or “They’re unavailable.”

• Respond confidently and proceed with your request.

→ Focus on getting through, not selling

• Your goal is to reach the decision-maker, not sell to the gatekeeper.

• Avoid discussing details or pitching to them.

→ Practice confidence and tone

• Record yourself to ensure your tone sounds natural and assertive.

• Rehearse until you can speak clearly without hesitation.

→ Learn from responses

• If something works, use it consistently.

• Adapt your approach based on the gatekeeper’s reactions.

→ Persevere and stay professional

• Not every attempt will succeed, but persistence improves results.

• Always remain respectful, even if rejected.

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