Decision Maker is 'DEAD'

9 years ago

"The decision maker is dead?"

Haven't run into this one before.

No matter who died, someone is still making the decisions. To run into 3 of these in 10 calls...sounds to me like the Gatekeeper's Club has found a new way to stop telemarketers.

Either that or please tell me the town you are doing business in so I can avoid it. It sounds hazardous to your health.

Thanks

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bsummers

9 years ago

Or maybe the gatekeeper was being figurative? *grin*

Seriously though, I agree with @TheCG - it must be a new tactic to shoo telemarketers away.
Be that as it may, I wouldn't consider quitting just as quickly. I could empathize a bit, and transition to something like, "Do you have an idea as to who is currently taking over the job?"

Thanks

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Claude Whitacre

9 years ago

Originally Posted by MikeLugar

I have been conducting around 100 cold calls each week for the past month to promote my brick and mortar business, and the services I offer to small businesses. Everything has been going great and I've set up some fantastic meetings.

Every now and then I'll get a gatekeeper who tells me the decision maker is dead. I usually ended the conversation with "I'm sorry to hear that, have a great week".

But, today I didn't even get through 10 calls yet and already had 3 gatekeepers/receptionists tell me that the decision maker was dead. I got so frustrated with myself because

A) I felt I was bringing up something tragic to a close employee

B) I felt that I could not pursue the call any longer

But, I got to thinking that there is no way all these people are dying out there. I obtain the decision makers name from the website/state company filings which are always updated. Also all 3 of these were different locations and different niches.

I assume this is an easy way to deter "tele-marketing" which is why so many gatekeepers have been using this tactic. I've noticed that it is always the very small 1-3 employee businesses that will say this. Not the businesses who are more professional.

Has anyone run into this issue and have any advice on how to pursue each call without closing out? 1 of the three was a follow-up call on a direct mailer I had sent the week prior.

When I was selling by appointments to consumers, every day I would hear "My mother just died" or "There was a death in the family yesterday".

And after they bought, I would get a call "I just got laid off".

Eventually, it occurred to me that I was the major cause of deaths and layoffs in my town.

You need to ask for the owner by name. Don't say "May I speak to the owner?" It invites smart ass answers to get rid of you. I use some of them myself.

Thanks

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Jason Kanigan

9 years ago

Smart ass.

I haven't run into this "reason"...but I was sitting around a kitchen table with a friend who had moved into his deceased grandfather's house about 10 years ago now...the house phone that was right there on the wall by the table rang...there was a pause while my friend listened, and then he loudly announced with alarming finality, "He's DEAD."

I couldn't stop laughing, and the caller couldn't get off the line fast enough.

Also, Now It Can Be Told:

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mjbmedia

9 years ago

Originally Posted by Jason Kanigan

Smart ass.

I haven't run into this "reason"...but I was sitting around a kitchen table with a friend who had moved into his deceased grandfather's house about 10 years ago now...the house phone that was right there on the wall by the table rang...there was a pause while my friend listened, and then he loudly announced with alarming finality, "He's DEAD."

I couldn't stop laughing, and the caller couldn't get off the line fast enough.

Also, Now It Can Be Told:

haha brilliant , guilty as charged

Thanks

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laurencewins

9 years ago

I used to drive taxis. One day I got a radio job to go to an apartment block to pick up a man. When I got there, there was an ambulance and a couple of police cars.
They wouldn't let me through. I said I have to pick up someone.
They asked for the person's name.
When I told them, they said "You're too late, mate. The gentleman has just died."

It was obviously true or the emergency vehicles wouldn't have been there but I wonder why he called a cab...unless someone called it on his behalf or it was a pre-booking. But it did depress me for the rest of the day.

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Kay King 9 years ago

how to pursue each call without closing out

You don't have any leverage when you get that excuse. If true, there's no way you are getting to "yes"....if an excuse, it's an excuse designed to shut you down so you still won't get to "yes".

I'd just say "sorry to hear that" and move on. It's not like you can say "if he comes back, please ask him to call me".
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mjbmedia

9 years ago

Perhaps they were saying the person you wanted was deaf ?

Or perhaps your data was rather old.

But in any case you're calling for the businesses benefit, so speak to the decision maker who is alive, business goes on, even if respect must be shown

Thanks

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massiveray

9 years ago

I read about this once in a book about dealing with inbound sales guys, the author said that if you really weren't interested in the product nor would you ever be, tell them the person they need to talk with is dead and they'll never come back.

It was also recommended that you use it on collection agents who knock on your door for unpaid bills etc.

I never used it myself but I think in these numbers it seems likely that they aren't actually dead, at least in some cases.

Thanks
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Samuel Adams

9 years ago

Originally Posted by massiveray

I read about this once in a book about dealing with inbound sales guys, the author said that if you really weren't interested in the product nor would you ever be, tell them the person they need to talk with is dead and they'll never come back.

It was also recommended that you use it on collection agents who knock on your door for unpaid bills etc.

I never used it myself but I think in these numbers it seems likely that they aren't actually dead, at least in some cases.

It puzzles me why the gatekeeper can't simply say, "We're not interested." Or, just hand the salesperson a note from the boss that says the same thing.

Thanks

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mjbmedia

9 years ago

I used it when Viking Office supplies rang us on our home number as they had that address on their records from previous occupier, as they asked for them by name, I told them he had unfortunately passed away and we were very sad, they sent a Lindt box of chocolates, lubbly jubbly

Thanks

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Anthem40

9 years ago

3 out of 10 of your calls and GKs are telling you the DM is dead? Something is wrong. You might be a bit to pushy or arrogant, if I had to guess.

Do you often talk over people? Do you talk to fast? Are you eager to talk about how much you know? All of these seem minor but can derail a call fast.

I've made well over 10,000 cold calls/knocks in my day and only once was the DM dead. The GK then told me who the knew DM was and I went from there. 3/10 means you are doing something terribly wrong.

Thanks

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mjbmedia

9 years ago

by the way Jason, how did you make that newspaper article as would be fun trying that for direct mail , cheers

Thanks

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Rearden

9 years ago

This is the problem leading with the "decision maker" name based off of a compiled list.

Lots of that information is out of date and useless.

Some suggest just leading with a basic opening and asking for the person in charge of whatever it is you're pitching.

You'll get through to plenty of people like that.

If the gatekeeper relents? Just ask her the name, put it in your database, then ask for him by name next time you call.

It has taken me 20-30 calls to get through to the guy responsible for what I'm selling -- if you have that expectation that you must call multiple times before getting the decision maker, then it won't be as tough.

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MikeLugar

9 years ago

Instead of using the owner's name that I found from the state's business registration. I am going to try and adjust my pitch a little bit and ask for the person in charge etc.

I'm going to re-compile a new list of numbers and try this split test and see if I get better results.

Thanks

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Rus Sells

9 years ago

The person you need to speak to is dead... or
The person that makes those decisions is dead... or
The decision maker is dead..... or
The person in that department is dead... or

any variation of this excuse...

So what you want to do here is actually expose the lie in a way the drops the barrier and can actually get you through to the now resurrected dead decision maker.

The whole reason behind the dead decision maker response is because they are betting on a couple of things here..

1. You believe the lie and have to move on because you bought the lie.
2. You know it's a lie but aren't good enough to over come it.

So lets actually turn this thread around and have the likes of Claude, Jason, Ken, and others reply with how to over come this. I'm interested in their input.

P.S. When some one had truly died people NEVER say so bluntly and irreverantly that the person is dead, they say passed away.

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Jason Kanigan

9 years ago

Originally Posted by Rus Sells

The person you need to speak to is dead... or
The person that makes those decisions is dead... or
The decision maker is dead..... or
The person in that department is dead... or

any variation of this excuse...

So what you want to do here is actually expose the lie in a way the drops the barrier and can actually get you through to the now resurrected dead decision maker.

The whole reason behind the dead decision maker response is because they are betting on a couple of things here..

1. You believe the lie and have to move on because you bought the lie.
2. You know it's a lie but aren't good enough to over come it.

So lets actually turn this thread around and have the likes of Claude, Jason, Ken, and others reply with how to over come this. I'm interested in their input.

P.S. When some one had truly died people NEVER say so bluntly and irreverantly that the person is dead, they say passed away.

Yeah, I guess I didn't say what I would do in this situation. Making the newspaper article about Claude was too enticing an idea.

Suppose I called with a specific name rather than using the Little Unsure technique. I would only do this if I felt confident the decision maker was there. So it would be a genuine surprise to find out the person is dead (I have discovered on rare occasions that the person has gotten sick, like cancer). What would I say? If it was the owner:

"I'm sorry to hear that. ...So the business is winding down, then?"

(Wait for answer--the gatekeeper is going to either tell me yes or no)

If yes, very sympathetically: "Oh dear. ...That means you'll have to be looking for another job, right?"

Either the gatekeeper is telling the truth, and we'll have a brief discussion about jobhunting challenges and then I can ask how long the company has to exist, or they'll continue the lie and there will be cues like stuttering and stumbling, or they'll stop lying and tell me the truth ("His son is taking over.") Note how I am drilling down to personal impact of the 'death' on the gatekeeper. This is how you get to the truth.

If the gatekeeper tells me that the business is not winding down, then the opening is there it ask WHO is taking over running it.

If I was not calling for the owner, I would simply say, "Oh, that's terrible, I'm sorry to hear that. ...So there must be someone taking over that role...you wouldn't know who that would be, do you?" There may be a transition time before a decision is made, and I can get that if I can't get a name now. Then I can schedule my callback.

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Claude Whitacre 9 years ago

So the scenario is that you are cold calling, and you ask for someone...and you get "They are dead"

Wait...are you actually asking for "the decision maker"? Well, stop it. Ask for someone by name. Get a better list.

Russ is right, nobody blurts out "They are dead" if they really are. Well, almost nobody.

Me? I would say "I'm very sorry to hear that. When did it happen?" If it's more than a month ago (It won't be. They'll say it was yesterday or today)

If they say "Oh, maybe a year ago now"...it may be real. I'd just say "Then I should update my information so I don't make this mistake again. Who is handling ___ now?"...and just go on.

Here's the deal. People do die. And if they are working for a company (even the CEO) someone is now doing that job. Talk to them.

But if you're cold calling? I'd assume that the vast majority of people just can't think of a wittier way to get rid of a cold caller.

And stop calling saying "Can I speak to the manager/boss/advertising manager/decision maker/person who handles your (whatever)"

Stop it!

Stop it now. You want me to hang up on you? Call and ask to speak to the manager. I'll say "I'm the owner. What can I do for you?"

And you better be a customer. Or I just hang up. We get 5 -10 calls like that every day. If you know my name...and can say "Claude" without saying "Cloud"...I'll give you a minute before I decide what to do with the call.

Oh, and don't just call and say "Hi! How are you?" I'll say "Great. What can I do for you?"...because I'm already in "get rid of this call" mode.
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- sbucciarel Banned 9 years ago
  
  Originally Posted by Claude Whitacre
  
  Russ is right, nobody blurts out "They are dead" if they really are. Well, almost nobody.
  
  I do. I hate sales calls and don't have any patience with them whatsoever. I get them for my mother, who died in 2007. When it's obvious it's a sales call and they ask for her by name, I say she's dead. That normally gets rid of them pretty fast. They are shocked by such a blunt response and eager to hang up. lol.
  
  My father had a business from his home for many years. He's 84 now and retired but still gets sales calls. I answer the phone and when it sounds like a sales call, I ask who is calling. Sensing that they've reached someone who is going to screen the call, they say "Well, this call is actually for either of you." That's when I just flat out hang up on them.
  
  As a gatekeeper (which I was an Executive Assistant to a Sr. VP professionally many years ago), cold calls are NOT going to get through, but I agree that asking for a person (not a dead one) by name gets a little more response than asking for the "decision maker" or "owner", etc.
  
  Thanks
  
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mjbmedia

9 years ago

it actually could be an ideal time to connect if a genuine death, new person in that role, wants to make their own mark on the position, perfect time to change suppliers or take on new challenges for them.
But I'd tread carefully.

Thanks

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misterme

9 years ago

You're calling family owned businesses and so what they're actually saying is, "the decision maker is DAD." It's that damn cell phone service with their lousy connections.

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TeamBringIt

9 years ago

Originally Posted by MikeLugar

I have been conducting around 100 cold calls each week for the past month to promote my brick and mortar business, and the services I offer to small businesses. Everything has been going great and I've set up some fantastic meetings.

Every now and then I'll get a gatekeeper who tells me the decision maker is dead. I usually ended the conversation with "I'm sorry to hear that, have a great week".

But, today I didn't even get through 10 calls yet and already had 3 gatekeepers/receptionists tell me that the decision maker was dead. I got so frustrated with myself because

A) I felt I was bringing up something tragic to a close employee

B) I felt that I could not pursue the call any longer

But, I got to thinking that there is no way all these people are dying out there. I obtain the decision makers name from the website/state company filings which are always updated. Also all 3 of these were different locations and different niches.

I assume this is an easy way to deter "tele-marketing" which is why so many gatekeepers have been using this tactic. I've noticed that it is always the very small 1-3 employee businesses that will say this. Not the businesses who are more professional.

Has anyone run into this issue and have any advice on how to pursue each call without closing out? 1 of the three was a follow-up call on a direct mailer I had sent the week prior.

Somebody has to make decisions, or else how would the business keep running

Thanks

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Decision Maker is 'DEAD'

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