You’ve done your research, picked up the phone, and just as you’re ready to pitch, you hit a wall—the gatekeeper. Whether it’s a receptionist, personal assistant, or office manager, their job is to filter calls and protect decision-makers from distractions. But here’s the thing: getting past them isn’t about trickery or aggressive tactics. It’s about strategy, confidence, and building the right rapport. In this guide, we’ll walk you through nine proven tips to help you navigate gatekeepers smoothly and share expert scripts that actually work. If you’re in sales and tired of hearing, “Just send an email,” this is for you.
What Is a Gatekeeper in Sales?
In sales, a gatekeeper is someone who controls access to a decision-maker. They’re usually receptionists, executive assistants, or office managers—people whose job is to filter calls, emails, and meetings to make sure only the most important ones get through. Their main role is to protect the time and focus of busy executives, which means they have the power to either block or allow your call to go through.
For sales professionals, gatekeepers can feel like a frustrating barrier. But the truth is, they’re just doing their job. Instead of perceiving them as a barrier, consider them a possible ally. If you approach them with respect, confidence, and the right plan, they can help you connect with the decision-maker more quickly.
How to Get Past the Gatekeeper? 10 Proven Tips
1. Research the Gatekeeper’s Name and Role
Before making a call, take a few minutes to find out who you’ll be speaking to. Look up the company’s reception staff or executive assistants on LinkedIn, the company website, or even past email responses. Knowing their name helps you sound more confident and personal when you call—“Hi Sarah, I was hoping you could help me…” sounds far better than a vague “Can I speak to the manager?”
Understanding their role also gives you insight into how much influence they have. Some gatekeepers only collect messages, while others actively review calls and shortlist sellers. You have a better chance of getting through if you treat them with the same respect you would a decision-maker.
2. Build rapport with a Friendly and Professional Tone
Gatekeepers deal with sales calls all day, so if you sound pushy or overly scripted, they’ll shut you down fast. Instead, approach them with warmth and professionalism. A simple “Hi [name], how’s your day going?” can make a big difference. People are more likely to help someone they like, so take a moment to talk naturally.
Stay polite, confident, and relaxed. Avoid sounding too salesy—gatekeepers can spot a hard pitch a mile away. If you show respect and friendliness, they’re more likely to listen and, ultimately, pass you through to the decision-maker.
3. Use a Referral or Mutual Connection
One of the simplest methods to get past a gatekeeper is to mention mutual contacts. If someone within the firm referred you, mention their name early in the conversation—”I was speaking with John in marketing, and he suggested I reach out to Sarah.” This instantly gives you credibility and makes you seem less like a cold caller.
If you don’t have a direct referral, do some research. Check LinkedIn, company news, or past conversations to find common ground. Even a shared industry contact or event can help. Gatekeepers are more likely to put you through if they see you as a known connection rather than just another salesperson trying to get a foot in the door.
4. Position Yourself as a Problem-Solver, Not a Salesperson
Gatekeepers are trained to filter out sales calls, so if you sound like you’re just pushing a product, you’ll likely get blocked. Instead, focus on how you can help the company. Rather than saying, “I’d like to talk to [decision-maker] about our software,” try, “I’m calling because we’ve helped companies like yours cut costs on [specific issue], and I believe we could do the same for you.”
By framing yourself as someone offering value rather than making a sales pitch, you’re more likely to gain their trust. Gatekeepers are there to protect their boss’s time—if they believe you have something genuinely useful to offer, they’re far more likely to put you through.
5. Leverage Social Proof or Credibility Early in the conversation
Gatekeepers are more likely to take you seriously if they see you as credible. One way to do this is by mentioning well-known clients, industry recognition, or successful case studies. For example, “We’ve worked with [recognisable company] to help them improve [specific result], and I’d love to share how we could do the same for you.”
If you don’t have big-name clients, highlight your experience or industry expertise. A simple “We specialise in helping companies like yours solve [specific problem]” can build trust. Gatekeepers want to protect their boss’s time, so if you sound credible from the start, they’ll be more likely to see you as worth their attention—and, more importantly, worth passing through.
6. Ask for Help Instead of Demanding Access
Gatekeepers are used to salespeople attempting to get past them. Rather than requesting to speak with the decision-maker, consider asking for their assistance. A simple “Maybe you can point me in the right direction?” makes them feel valued rather than rushed.
This approach shifts the dynamic. Rather than seeing you as just another salesperson, they may feel more inclined to assist you. You could say, “I don’t want to waste anyone’s time—would you be able to advise me on the best person to speak with?”
When people feel helpful, they’re more likely to engage. By being polite, patient, and approachable, you increase your chances of getting through without resistance.
7. Use a Script Tailored to the Gatekeeper’s Concerns
Gatekeepers have one main job—protecting their boss’s time; if you sound like just another salesperson, they’ll shut you out instantly. That’s why it helps to use a script that acknowledges their role while showing you’re worth their time.
For example: “Hi [Gatekeeper’s Name], I know [Decision-Maker] is busy, and I don’t want to take up too much of their time. I’m calling because we’ve helped similar companies with [specific problem], and I believe it could be useful for them, too. Would you be able to guide me on the best way to connect?”
This approach respects the gatekeeper’s position while making your request sound important yet non-intrusive—helping you get closer to your goal.
8. Be Persistent but Respectful of Their Time
Gatekeepers are used to salespeople giving up after one or two attempts. If you don’t get through the first time, don’t be discouraged—persistence is key. But there’s a fine line between being persistent and being a pest.
If they say the decision-maker is unavailable, ask for a better time to call back. You could say, “I totally get they’re busy. When would be a good time to try again?” This shows you respect their schedule and keep the door open.
Follow up regularly, but space out your calls and emails so you don’t come on too strong. By being professional, patient and polite, you’ll increase your chances of getting through to the right person.
9. Offer Value or Insights Before Asking for Anything in Return
If you start with a request, gatekeepers will likely brush you off. Instead, start by offering something useful; this could be industry insights, a relevant case study, or even a quick tip related to their business.
For example, “I recently came across a report on [industry trend] that I thought might be useful for your team. I’d love to share it with [Decision-Maker]—what’s the best way to send it over?” This shifts the conversation from “Let me speak to your boss” to “I have something valuable to share.”
When you provide value upfront, gatekeepers are more likely to see you as helpful rather than just another salesperson, increasing your chances of getting through.
10. Time Your Call or Email Strategically to Avoid Peak Hours
Gatekeepers are busiest during standard working hours, handling meetings, emails and general office tasks. Calling during peak times increases the chance of being hung up on quickly; instead, try calling early in the morning before the office gets busy or later in the afternoon when things have calmed down.
Many decision-makers begin work before their assistants or stay later, so contacting before 9 a.m. or after 5 p.m. may get you through immediately. Avoid emailing on Mondays when inboxes are clogged; midweek mornings have higher open rates.
By scheduling your messages well, you boost your chances of reaching the decision-maker at the correct time and bypassing the gatekeeper entirely.
How to Get Past the Gatekeeper? Expert Scripts That Work
1. The “Help Me Out” Script
“Hi [Gatekeeper’s Name], I’m hoping you can help me. I’m trying to reach [Decision-Maker] about [specific topic], but I want to make sure I do it right. Can you point me in the right direction?”
Why it works: People like to be helpful; this makes the gatekeeper feel involved rather than just blocking calls.
2. The “I’ve Been Referred” Script
“Hi [Gatekeeper’s Name], I spoke with [Mutual Contact] from your team recently, and they told me to reach out to [Decision-Maker]. I’d love to follow up on that—what’s the best way to get to them?”
Why it works: Referring someone makes you appear more legit and lowers the gatekeeper’s resistance.
3. The “Straight to the Point” Approach
“Hi, it’s [Your Name] from [Company]. I need to talk to [Decision-Maker] about [specific topic]. Can you put me through?”
Why it works: Confidence matters. Sounding like you already have reason to talk to them reduces the chances of being blocked.
4. The “I’ve Sent Something Over” Tactic
“Hi [Gatekeeper’s Name], I sent an email to [Decision-Maker] yesterday about [brief topic]. Just wanted to check if they got it—can you let them know I’m following up?”
Why it works: It makes you seem like an existing contact rather than a cold caller, so you’re more likely to get through.
5. The “VIP Tone” Approach
“Hi, it’s [Your Name] from [Company]. I need to talk to [Decision-Maker] about something important. When can I reach them?”
Why it works: This implies urgency without being pushy, so the gatekeeper will take you more seriously.
Why Modern Gatekeepers Are Smarter?
Gone are the days when gatekeepers were just receptionists answering calls. Today, they are highly skilled professionals, often with years of experience in the company. Many have backgrounds in customer service or sales themselves, meaning they know exactly how cold callers think and operate.
They’ve heard every sales pitch, gimmick, and attempt to get around them. Salespeople may believe they’re being smart, but modern gatekeepers can recognise a planned script or a forceful approach from a mile away. They understand the difference between a valuable call and one that wastes their boss’s time.
In many cases, they have more cold-calling experience than the salesperson on the other end of the phone; that’s why sales training UK is essential. Some handle dozens of sales calls a week, filtering out anything that doesn’t seem relevant or urgent. If you try to rush past them, they’ll shut you down instantly. One of the common sales mistakes to avoid is assuming all gatekeepers are obstacles rather than potential allies. If you treat them with respect and approach them the right way, they might just be the key to reaching the decision-maker.
How To Identify And Overcome The Two Types Of Gatekeeper Screens?
Gatekeepers use different tactics to block sales calls, and knowing which one you’re dealing with can make all the difference. There are two main types of screens: the Investigative Screen and the Blind Screen.
With the Investigative Screen, the gatekeeper asks a lot of questions—who you are, why you’re calling, and what your business is about. They’re gathering information to decide whether you’re worth passing through. The best way to handle this is to sound confident and important. Keep your answers brief and professional, making it look like you really have a reason to speak with the decision-maker.
The Blind Screen is trickier. These gatekeepers don’t ask questions—they just block all unknown calls. If they don’t recognise your name, they’ll shut you down immediately. The key here is to sound slow, unsure, and non-threatening. Act like you’re struggling to remember something, forcing them to either help you or put you through.
Each type requires a different approach, but the goal is the same—get past the gatekeeper and reach the right person.
FAQs
How Do You Respond to a Gatekeeper?
Stay polite, confident, and professional (emphasised in any Telesales training program). Introduce yourself clearly and get to the point without sounding too salesy. If they ask questions, answer briefly but with authority. A good approach is to ask for their help—“I’m hoping you can point me in the right direction.” This makes them feel involved rather than just blocking your call. If they push back, don’t argue. Instead, ask when the best time to call back would be.
How to Be a Good Gatekeeper?
A good gatekeeper balances protecting the decision-maker’s time while remaining professional and approachable. They filter calls based on relevance, not just routine rejection. They know how to spot time-wasters but also when to pass along valuable opportunities. Communication skills, quick decision-making, and the ability to assess whether a caller offers genuine value are key traits of an effective gatekeeper.
