COLD CALLING -Your best method to get past the receptionist ???

[Thirty Three]

Hi everyone,

I'm interested to know what is your best method, technique or line you use when cold calling a company and you come across the tough receptionist who is very resillient about putting you through or providing details of who the decision makers are???

 

[Online Trader]

Best advice here is DO NOT cold call, it is not professional and you are most unlikely to get to see anybody of any importance if you just turn up without an appointment.
Sorry just read your post again and see you are talking about phone calls, not easy to get put through but you shoul dbe able to find out the name if the person by just asking, i.e could you please give me the name of your purchasing manager.

 

[davidshaw89]

I google the company and find out names of directors etc, then ask for them.

 

[wecandobiz]

I run a lead generation company and we always source data with full names of decision makers already provided. Cold calling is a numbers game and it wastes time faffing around at switchboard trying to find out who you should be speaking to -- each few minutes spent doing that could be another call and a discussion with a decision maker. Start the call already prepared and you can often speed straight through them and connect with the person you need.

IH

 

Ian is right, but the data and save yourself time and money.

www.corpdata.co.uk for data requirements.

 

[Thirty Three]

It is common practise in all industries, therefore, when our new receptionist starts next month I want her to be aware of all the best techniquies to reduce the amount of calls we are currently receiving

 

[wecandobiz]

This is very true that it is unprofessional although common practise in all industries, therefore, when our new receptionist starts next month I want her to be aware of all the best techniquies to reduce the amount of calls we are currently receiving

I really don't see what is unprofessional about cold calling. If done properly, and by this I mean with some thought and with manners, then it need not reflect badly on anyone. ANY phone call can be made to be unprofessional, whether you know the intended recipient well or not.

 

[wecandobiz]

Ian is right, but the data and save yourself time and money.

www.corpdata.co.uk for data requirements.

Seconded. We use Corpdata for most of our campaigns. Expect to pay around 35p a name.

If you are looking for someone to contact there, try Jamie Griffin.

 

[directmarketingadvice]

I really don't see what is unprofessional about cold calling.

Me, neither.

For example, if someone is selling B2B, why is it "unprofessional" for them to use the phone to set up appointments?

Steve

 

[biomed86]

I'd be interested to know what is unprofessional about it, since cold calling is a very popular marketing method for b2b and b2c? I have a cold calling sessions planned for next week - I hope the recipients don't find me unprofessional!

 

[Thirty Three]

You are right actually 'unprofessional' is the wrong description more a case of annoying due to the level of calls we are suddenly receiving....

Statement retracted

 

[ginantonic]

It is easy to get past receptionists on the phone. Simple politeness and a bit of chat (the weather, a bit of light humour, but not too much waffle) works wonders. Personally, I find us girlies are much better at it than men, for some reason...Use the same method to get a name, I always say I would like to send some information to eg the Marketing Director, and get the name. Then a couple of days later I ring back and ask for that person. Sometimes it works, sometimes it doesn't, but, hey, that's the game. And, no, I don't think cold calling by phone is unprofessional, either, if it's done properly.

 

[Officebird]

Being the lady who answers the calls the best way I find to deal with sales calls is to ask them for a number so the appropriate person can call back if interested. Large call centres normally say they can't do this, at which point I tell them that they must have our details to have made the call and that they should email the information over and someone will contact them if interested. The sales people don't like it but I am not paid to put these people through! When asked who the xxxxxx manager is I simply tell them I am unsure and repeat the above.

When I do telemarketing I find the best way to get through is to ask for the person by name as if I know them. It doesn't always work and there are some people that you will never get past, live with it and move on to the next call.
When I was an on site PA I had someone who rang and rang, I never put him through as my boss didn't really want to talk to him. The guy ended up calling around on the off chance with a box of chocolates and an apoplogy for calling so often. He got his meeting!! Hey, I was young and flattered, what can I say?!

 

[Zeno]

We have a fantastic receptionist who never lets sales calls through. Even the sneaky ones who ask for first names. She must have a sixth sense for it.

 

[cjd]

Anybody here (those involved in the telseales industry excepted) ever buy anything from a cold caller?

 

[noidea]

We have a fantastic receptionist who never lets sales calls through. Even the sneaky ones who ask for first names. She must have a sixth sense for it.

it is simple. For example if you are the CEO or MD and you are expecting an important call, you will tell your receptionist to look out for someone asking for you and maybe a bit of information on accents etc.

If someone rings up out of the blue then 99 times out of 100 it is not important. Of course, you always do the "Please hold and I will check to see if s/he is available" then if the CEO/MD do not want to talk, the receptionist just says "Sorry s/he is at a meeting right now, can I take a name and number?"

 

[KM-Tiger]

...... annoying due to the level of calls we are suddenly receiving....

You can register your phone number with the business version of the TPS, and your fax as well if you are getting junk faxes.

Takes a while, but I found it did reduce the number of unwanted calls.

And if you use voipfone, there is always ext 166 to transfer them to......

 

[noidea]

if you use voipfone, there is always ext 166 to transfer them to......

Great tip.

 

[Mattonella Tile Studio]

We have a fantastic receptionist who never lets sales calls through. Even the sneaky ones who ask for first names. She must have a sixth sense for it.

That can get irritating. I had a customer who we had several calls back and forth and everytime I rang her office I couldn't get through, even though she was expecting a call back from me.

 

[noidea]

That can get irritating. I had a customer who we had several calls back and forth and everytime I rang her office I couldn't get through, even though she was expecting a call back from me.

Lack of communication I think. (or did you mean more of a technical fault?)

 

[Zeno]

That can get irritating. I had a customer who we had several calls back and forth and everytime I rang her office I couldn't get through, even though she was expecting a call back from me.

Works for me. If I am expecting a call I just tell her the name and company and it's fine.

Make me feel important too....

 

[Officebird]

That can get irritating. I had a customer who we had several calls back and forth and everytime I rang her office I couldn't get through, even though she was expecting a call back from me.

She may have been expecting a call from you but had she told her PA that she didn't want to be disturbed that day? or that she didn't have time to talk to you? A good PA can spot a sales call a mile off and is well aware of who the 'official' callers are, but they will always follow instructions.

I had one guy that never used to get chance for lunch so I used to book a fake meeting in his diary, book a small on site conference room (which I managed anyway) and leave him a sandwich and a coffee in the room. For that 30 mins or so I wouldn't disturb him no matter who called. He never complained once! Afterall if you leave a message then the person can call you back. If it's an important call to you then you need to make sure that your receptionist knows to put that person through!

 

[noidea]

May I just add, in general, if the person happens to be in the room, use the secrecy button. There is nothing like when you can hear people talking and one says "no, tell him/her that I have just gone into a meeting", looks/sounds very unprofessional!

 

[Simon@21c]

I have several times.

Anybody here (those involved in the telseales industry excepted) ever buy anything from a cold caller?

 

[Ashley_Price]

It is common practise in all industries, therefore, when our new receptionist starts next month I want her to be aware of all the best techniquies to reduce the amount of calls we are currently receiving

Best advice is give your receptionist some autonomy.

When people phone she should be able to ask what is the nature of the call.

Warn her about those who phone "pretending" to be a friend, with something like "Hi can I speak to Ashley? Tell him it's Dave." This caught out our receptionist a few times until I told her to check who they are. Only when the receptionist puts them through do they reveal who they are: "Hi Ashley, it's Dave from 'Cold Callers Ltd'..."

If she isn't sure, tell her to not be afraid to ask the caller if it is a sales call. What I do is if the receptionist puts through a call where the caller has said it's not a sales call and then it blatantly is, I say to the caller "I am sorry, we do not deal with companies who sales people contact us under the false pretence that it is not a sales call when it is," and hang up.

On the other side of the coin, if you belong to any clubs, groups, etc. or you do have friends/relatives who call you at work regularly, tell them to tell the receptionist who they are. So for instance, they should say "It's Tony from Rotary", or "John from BNI".

 

[noidea]

Best advice is give your receptionist some autonomy.

When people phone she should be able to ask what is the nature of the call.

Warn her about those who phone "pretending" to be a friend, with something like "Hi can I speak to Ashley? Tell him it's Dave." This caught out our receptionist a few times until I told her to check who they are.

If she isn't sure, tell her to not be afraid to ask the caller if it is a sales call. What I do is if the receptionist puts through a call where the caller has said it's not a sales call and then it blatantly is, I say to the caller "I am sorry, we do not deal with companies who sales people contact us under the false pretence that it is not a sales call when it is," and hang up.

On the other side of the coin, if you belong to any clubs, groups, etc. or you do have friends/relatives who call you at work regularly, tell them to tell the receptionist who they are. So for instance, they should say "It's Tony from Rotary", or "John from BNI".

Yes great advice. Caller ID (and similar systems) are also beneficial...

 

[Officebird]

I have several times.

I haven't but then again the first two sales calls I got when Istarted up were from Vardis and someone from Liverpool about a police magazine. Internet searches puit me off and now I trust no one!!

Having said that if it was somehting I was interested in I would probably check out the website when I had time, so might end up buying inadvertantly via cold calling.

 

[Ashley_Price]

Yes great advice. Caller ID (and similar systems) are also beneficial...

Not necessarily - what about all the phone systems that automatically withhold the number?

Okay, many of these are used by sales people, but for instance, where we are currently based our number for outgoing calls is automatically withheld. In fact a couple of my clients prefer me to phone them using my mobile so they know it's me calling.

 

[noidea]

Not necessarily - what about all the phone systems that automatically withhold the number?

Okay, many of these are used by sales people, but for instance, where we are currently based our number for outgoing calls is automatically withheld. In fact a couple of my clients prefer me to phone them using my mobile so they know it's me calling.

I would pile up the withheld numbers to an automated message.

 

[Ashley_Price]

I would pile up the withheld numbers to an automated message.

So I am an emergency service (who use "withheld" numbers), trying to contact your organisation because a relation of one your workers is seriously ill and I would get put through to an automated message???

 

[Officebird]

Not necessarily - what about all the phone systems that automatically withhold the number?

Okay, many of these are used by sales people, but for instance, where we are currently based our number for outgoing calls is automatically withheld. In fact a couple of my clients prefer me to phone them using my mobile so they know it's me calling.

This is the same for me as well, I actually think it's quite common.

 

[noidea]

So I am an emergency service (who use "withheld" numbers), trying to contact your organisation because a relation of one your workers is seriously ill and I would get put through to an automated message???

Yes. Would only take 30 seconds and get rid of the sales calls. More to the point they would be held in a queue letting other calls take preference - of course it depends on how the system works whether you just have one receptionist or more.

I would be concerned if the organisation didn't know about one of the workers becoming seriously ill considering they would be working on site but I guess that depends on your business!

I see your point and it is not fool proof, however, I think the medical staff would know how to treat the staff better then a receptionist of yours giving advice over the phone. Other then that it is not "urgent" even though is important. They could always use a mobile or alternative, and the hospital near me never withheld numbers they have their own phone range.

 

[Ashley_Price]

I would be concerned if the organisation didn't know about one of the workers becoming seriously ill considering they would be working on site but I guess that depends on your business!

If you note, I said a relation of one of the workers - not the workers themselves.

As Sara says this is actually quite common practice. A company with a large telephone system often dial out using a different number to that people dial in on, and they don't want that number advertised.

For instance, the business centre where we are based has 100 numbers, but only about 20 of those are actually registered to businesses within the centre. The others are used by the system for people when they want to dial out.

Now, if I wanted to use a company or buy one of their products, I would be phoning from the centre - i.e. a withheld number. If I kept getting a recorded message I would simply phone another company.

I guess the question at the end of the day would be, how many potential customers (who use withheld numbers) is someone willing to lose, just to filter out cold calls with an automated message?

 

[noidea]

If you note, I said a relation of one of the workers - not the workers themselves.

Good point. My bad!

But the rest remains the same.

 

[noidea]

I think I need a break from posting.

 

[noidea]

I think I need a break from posting.

Maybe not...

Just to add, it is always best for employees to be given out a private number for emergencies. There no reason why their families etc. should have to wait around a switchboard etc.

 

[ttyrant]

I don't like cold calling, so we mailshot. I also don't like bossy, arrogant or pushy telesales coldcallers. I thought the era of aggressive marketing had moved on, but I still receive calls from a plethora of people who are either trained badly or are deluded by feelings of grandeur and dazzled by the prospect of big commission.
I think there is a time & place for being matter of fact, but cold calling is one of my pet peeves.

 

[Tim R-T-C]

Ugg, having worked in customer service, people who block withheld numbers must be the most annoying - trying to call them back to deal with a query (in this case it was business insurance) and no way of getting through, so have to send a letter instead and then they get annoyed when their claim takes a while to solve...!

One way to solve that whole problem would be to display a callback number - so if I was calling out from a call centre, the number displayed would be the main switchboard number, for example. Would be very useful if you want to call someone back but realise that you can't get their number.

 

[harvey25]

I always find that asking for the person you want to speak to just by their first name in a friendly way works 'hello, can I speak to Paul please?' Usually the receptionist assumes you know the contact. It may be a bit sneaky but hey, us sales people have to get on in life!

 

[ttyrant]

We must be on the ball then, as we never put a call through unless we have the callers full name, company name and nature of business. That was the call is directed to the correct person.

Usually cold callers are asked to send the info by email or in the post. Can you imagine if you were the director of a company and you took every call that asked for you either by asking for "The company director, the key decision maker or by your first name?
The phone would have to be surgically removed from your ear, and you'd never get anything done.