# Gatekeeper Navigation Cheat Sheet > Word-for-word openers and stall-line responses for turning switchboards, EAs, and office managers into allies instead of stonewalls, so calls reach the decision-maker instead of voicemail. Free cheat sheet for sales reps. Topic: [Prospecting & Outbound Strategy](https://www.peerlab.ai/library/topic/prospecting-outbound-strategy/). Published by PeerLab in the [Sales Enablement Resource Library](https://www.peerlab.ai/library/). Source: https://www.peerlab.ai/library/gatekeeper-navigation-cheat-sheet/ ## How to use it Keep it open next to your dial pad during call blocks; read the matching stall-line response verbatim until it becomes second nature, then adapt the wording to your own voice. ## What's inside - Mindset-shift framing: gatekeeper as ally, not obstacle - Word-for-word openers for switchboard, EA, and department gatekeepers - Verbatim responses to 6 common stall lines ("what's this regarding," "send an email," "they're not available," etc.) - Ally-building tactics: name use, direct questions, thank-yous - Voicemail-avoidance timing and callback cadence rules - Push-through vs. multi-thread decision table - Do-not-say phrase list ## The mindset shift that changes everything A gatekeeper is not the boss's shield, they're the person who decides whether you're worth an introduction. Every line in this cheat sheet aims at one goal: **give the gatekeeper a reason to become your internal advocate**, not just to get past them. Three rules govern every interaction below: 1. **Never lie about who you are or why you're calling.** It gets discovered and burns the account. 2. **Treat the gatekeeper like the professional they are**: use their name, ask for their help, thank them by name. 3. **Sound like you already belong there.** Confidence and specificity beat scripts recited word-for-word. --- ## Opening lines by gatekeeper type ### The switchboard / receptionist > "Hi, this is [Your Name] with [Company]. Could you connect me with [First Name] [Last Name] in [department], please?" If they ask for a reason before connecting: > "Of course: I'm following up on [specific, real reason: a report they downloaded / a mutual connection / a trigger event]. [First Name] will know what it's regarding." ### The executive assistant (EA) EAs guard calendars, not gates, they respect people who respect their time. > "Hi [EA's Name], this is [Your Name] from [Company]. I know [Executive]'s calendar is tightly managed, so I'll be quick, I'm hoping to get 15 minutes on their calendar to talk about [specific business outcome]. What's the best way to get that in front of them?" ### The office manager / department gatekeeper > "Hi, this is [Your Name] with [Company]. I work with [Title]s like [Executive] on [specific outcome], could you point me to whoever owns that on your team?" --- ## Word-for-word responses to the six most common stall lines **"What is this regarding?"** > "Totally fair question. I help [title]s at companies like [peer company] solve [specific problem], I'd like 10 minutes with [Name] to see if it's relevant to what you're working on." **"Can you send an email / information?"** > "Happy to, and I'll also try [Name] directly so it doesn't get lost. Is [name]@[domain] still the best address, or is there someone else who owns [topic]?" *(This confirms the contact, gets a name-check, and keeps the door open, it doesn't surrender the call.)* **"[Name] doesn't take cold calls."** > "That makes sense, most people in that seat don't. Is there someone on the team who does look at [specific topic], or is [Name] still the right person even if calls aren't the way in?" **"They're not available right now."** > "No problem at all: when's usually a better time to catch them, morning or afternoon? I don't want to keep calling at the wrong moment." **"Are you a client / vendor already?"** > "Not yet: I'm reaching out because [specific, credible reason]. That's exactly the kind of thing I'd want [Name]'s take on." **"I'll pass along a message."** > "Thank you, could I leave it with you directly rather than voicemail? [30-second, specific message]. And can I ask your name so I know who to thank when I follow up?" --- ## Turning the gatekeeper into an ally - **Use their name at least twice** in the call, people help people who see them as people. - **Ask a real question**: "What's the best way to actually reach [Name]: email, calendar hold, or is there someone else who screens for them?" - **Say thank you by name** at the end, every time, whether or not you get through. - **Call back and reference them**: "Hi [gatekeeper name], it's [Your Name] again, we spoke last Tuesday about reaching [Name]." --- ## Voicemail-avoidance techniques - Call outside the gatekeeper's typical screening hours (early: 8:00–8:30am, or 4:30–5:30pm) when EAs are less likely to be actively screening. - Try the direct extension if the auto-attendant offers a directory, many EAs don't screen direct-dial numbers as tightly as the switchboard. - If routed to voicemail, hang up and try again in 2–3 hours rather than leaving a message every time: repetition through the switchboard, not the inbox, builds recognition. - When you do leave a voicemail, keep it to 3 specific sentences and always pair it with a one-line email the same day, the two together outperform either alone. --- ## When to push through vs. go around (multi-threading) | Situation | Move | |---|---| | Gatekeeper is warming up, giving you information | Keep working the same path: you're one call from a yes | | Same gatekeeper has blocked you 3+ times with no new information | Multi-thread: find a peer or the target's manager via LinkedIn | | Gatekeeper explicitly says "this isn't a fit" | Ask one clarifying question, then respect it and redirect to a different contact | | You have a specific trigger event or referral | Skip the switchboard, go straight to a personalized email or LinkedIn message referencing it | --- ## Do-not-say list - "Is this a bad time?" (invites an easy no) - "I'll just take two minutes" (undersells your value) - "Just following up" (gives them nothing to act on) - Anything implying you already have a relationship with the executive when you don't, it's checked and it burns trust immediately. --- Print this, tape it next to your dial pad, and read the response lines aloud once before your first call block each day, cadence matters as much as wording.