Ways to Improve the Shirley/Salesperson Relationship

            To

put it nicely, salespeople can sometimes be a bit too overzealous and

assertive, and while the Shirleys of the world, the gatekeepers, are usually

following “company policy,” they can be passive aggressive and unhelpful.

            So

how can we bring these two adversaries together?  How can we, say, brighten the landscape of brutal Corporate America and reduce the battles between those who trying to hunt down deals

and those whose job it is to check the hunter’s permit?

            Let’s

start with the salesperson.  The

salesperson needs to be completely transparent when speaking to Shirley.  They need to provide their name, their

company name, and ask to be put through. 

Simple.  They don’t need to initially state why they’re calling.  Let Shirley ask first.  A salesperson should never offer too

much information to a non-decision maker.

            Salespeople

never help their cause by saying they’re a “friend” of Bill (the decision

maker), or that Bill is “expecting my call” if it’s not true.  Don’t waste your time.  Don’t waste Shirley’s time.  Instead, be upbeat, polite and

introduce your call simply and properly. 

            Answer

Shirley’s questions directly—the majority of them anyway.  Most salespeople know that there are

many Shirleys out there who love 21 Questions.  They have time to gather information; it’s part of the

job.  My advice to salespeople who

are being peppered by questions is to be courteous, cool, and counter with, “Oh, my God,

Shirley!  Frank just walked

in!  I have to go!”  Or, “Oh, my goodness, Shirley, my 3:18

is calling me now.  Call you right

back!” and hang up.  Avoid getting

into that street-like back and forth nonsense that ensues when one party is looking

to gain the upper hand.  Why?  Because nobody wins—it’s a waste of time

and energy.

            For

all the Shirleys out there, please try to be helpful, try to steer the

salesperson in the right direction. 

After all, this is business. 

Your own boss is calling some other Shirley right now trying to reach a

decision maker.  Would you like it

if your boss was given wrong information and/or was given a hard time?  Of course not.

            Nobody

likes a salesperson that’s deceitful and not being completely honest.  And nobody likes a Shirley who insists

that she has all the answer.

            “Shirley, who’s

the VP of Sales?”

            “What

are you looking for?  Maybe I can

help.”

            “I'm looking for the VP of Sales.  Do you know who it is?”

            “Well,

why don’t you tell me what you need?  I

might be able to help.”

            “You

can help by telling me who the VP of Sales is.”

            “Well,

if you tell me what?…”

            See

how it goes?  It’s a waste of time and

energy for everyone.