Gatekeeper script: how to get past the receptionist on a cold call

What's inside: three openers · answers to the six things gatekeepers say most · what to do when the decision-maker isn't available · a voicemail to read live · what not to do at the front desk · the whole flow as a Call Flow.

Jump to: Openers · Gatekeeper questions · Not available · What not to do · As a Call Flow

What a gatekeeper call is for

A gatekeeper's job is to protect someone's time. Treat them as the person who knows who decides, when that person is in, and how they like to be contacted, because that's exactly what they know.

A gatekeeper call has four good endings:

1. You're put through to the decision-maker.
2. You get a name and a role, if you didn't have one.
3. You get the best time to call, a direct line or an email address.
4. You get a clear no, and you log it.

The only bad ending is hanging up with nothing written down.

Before you dial

1. Find the decision-maker's name and role on the company website, LinkedIn or a recent press release. Asking for a person by name sounds like a call with a reason; asking for "whoever handles marketing" sounds like a list.
2. Write one sentence a receptionist can repeat: "[Company] helps [similar businesses] with [outcome]."
3. Decide your fallback: a callback time, a direct line or an email address.
4. Read your notes for the gatekeeper's name and what they told you last time.

How to read this script

• Every card has an ID: G gatekeeper openers, Q the gatekeeper's questions, N not available, V voicemail, C exit.
• → tells you where to go next.
• [Brackets] are filled in live from your research.
• Say it in your own words, in a normal, calm voice. The wording is a guardrail, not a teleprompter.

Phase 1: Openers

G1 · You know the decision-maker's name (default)

"Hi, this is [Your name] from [Company]. Could you put me through to [First name] [Last name], please?"

Use the full name, then stop talking. No "just", no apology, no pitch.

• Puts you through → the opener of your main script
• "What's it regarding?" → Q1
• "Is [Name] expecting your call?" → Q2
• "Who's calling, and from which company?" → Q3
• "They're not available" → N1
• "Can I take a message?" → N2

G2 · You don't know the name

"Hi, this is [Your name] from [Company]. I'm hoping you can help me: who looks after [area, for example marketing or IT] at [Company]?"

• Gives a name → "Thank you. Could you put me through to [Name]?" → the G1 branches
• "What's it about?" → Q1
• "We don't take sales calls" → Q5

G3 · Calling back

"Hi [Gatekeeper name], it's [Your name] from [Company] again. You mentioned [Name] is usually free [time]. Is now a good moment to put me through?"

Using their name and what they told you shows that you listened.

→ the G1 branches

Phase 2: The gatekeeper's questions

Q1 · "What's it regarding?"

Answer A (specific): "It's about [area]. We work with [similar companies] on [outcome], and I'd like to ask [Name] two quick questions to see if it's relevant for [Company]."

Answer B (plain): "It's a sales call, honestly. I'd like two minutes with [Name] to see whether [outcome] is worth a conversation. If it isn't, I won't call again."

→ Puts you through → your opener · "Send an email" → Q5 · "Not available" → N1

Q2 · "Is [Name] expecting your call?"

"No, this is the first time I'm calling. [One-sentence reason.] Is this a good time to reach them?"

Never say yes if it isn't true. Gatekeepers check, and one lie ends the relationship.

→ the G1 branches

Q3 · "Who's calling, and from which company?"

"[Your name], from [Company]. We help [similar businesses] with [outcome]."

→ the Q1 branches

Q4 · "I handle that." / "You can talk to me."

"Great, then you're exactly the person to ask. Do you have two minutes now, or is there a better time?"

Treat them as a real prospect. In a small company the office manager may well decide; in a larger one, they'll influence whoever does.

→ the discovery questions of your main script

Q5 · "We don't take sales calls." / "Send it to info@."

Answer A: "Understood. What's the best way for someone like me to get a short note in front of [Name]: an email to them directly, or a better time to call?"

Answer B: "Fair enough, I'll email. So it reaches the right person: is [Name] the one who handles [area]?"

→ Gives an email address or a time → note it, send the email, C1 · Firm no → C2

Q6 · "We're not interested."

"Thanks for being straight with me. So I don't bother the wrong person: is that a decision [Name] has made about [area], or a general rule for calls like mine?"

→ A general rule → Q5 · A decision → C1, with a follow-up date

Phase 3: Not available

N1 · "They're not available." / "They're in a meeting."

"No problem. When's usually the best time to catch them?" … "Is there a direct line, or is this the best number?" … "Thank you. Sorry, I didn't catch your name?"

Write all three answers in the lead's notes: the best time, the direct line and the gatekeeper's name.

→ C1, then call back at that time with G3

N2 · "Can I take a message?"

"Thank you. Could you tell [Name] that [Your name] from [Company] called about [one-line reason], and that I'll try again on [day]? What's the best way to reach them directly?"

→ C1

V1 · Put through to voicemail (about 20 seconds, spoken live)

"Hi [First name], it's [Your name] from [Company]. I spoke with [Gatekeeper name], who put me through to your voicemail. We help [similar businesses] with [outcome]. I'll send you a short email today and try again on [day]. My number is [number]."

→ C1

Phase 4: Exit

C1 · Thank them and log it

"Thanks for your help, [Gatekeeper name]. I'll call back on [day]."

Save the call outcome, and write what you learned in the lead's notes.

C2 · A respectful no

"Understood. Thanks for your time."

If they asked you not to call again, add the number to your do-not-call list.

What not to do at the front desk

• Don't pretend to know the decision-maker ("Tell him it's Mike").
• Don't say it's personal, urgent or a returned call when it isn't.
• Don't claim a referral or a customer relationship you don't have.
• Don't argue. Gatekeepers remember names, and you'll be calling back.
• Don't hide who you are. In the US, most business-to-business calls are exempt from the FTC's Telemarketing Sales Rule, but its rules against misrepresentation still apply.

The gatekeeper script as a Call Flow

In BeastCaller, the gatekeeper part of the call becomes its own phases in front of your opener:

Phase 1 · Gatekeeper
  ⚡ G1 Ask for [Name] by name
  Logic Split: what did the gatekeeper say?
    ⚡ "What's it regarding?"       → Q1
    ⚡ "Is [Name] expecting you?"   → Q2
    ⚡ "They're not available"      → N1
    ⚡ "We don't take sales calls"  → Q5
  ⚡ G2 You don't know the name
  ⚡ G3 Calling back
Phase 2 · Gatekeeper questions
  ⚡ Q1 "What's it regarding?"      trigger: they ask what the call is about
  ⚡ Q2 "Is [Name] expecting you?"  trigger: they ask if it's a scheduled call
  ⚡ Q4 "I handle that"             trigger: the gatekeeper says they decide
  ⚡ Q5 "No sales calls"            trigger: they give you a policy or info@
Phase 3 · Opener
  ⚡ O1 Your opener for the decision-maker

• Phases. Put the gatekeeper phases first in every B2B Call Flow. When the decision-maker comes on the line, the rep switches to the opener phase with the arrow keys.
• Live Cards. One card per line, with the gatekeeper's words as the trigger. Every card is read live, in the rep's own voice.
• Logic Splits. G1 becomes a Logic Split (a gateway) with one branch per likely answer, so the rep sees the right reply at a glance.
• Numbers. A lead can have up to three numbers, such as the main line and a direct line. Beast Mode tries a lead's other numbers before it moves on.
• Notes and outcomes. Reps write the gatekeeper's name, the best time and the direct line in the lead's notes. Name call outcomes after the endings, such as Put through, Call back and Gatekeeper no.

New callers often get stuck at the front desk, so this is a good first flow to give them. More on onboarding: cold calling software for teams.

Compliance note

This script is written for live, person-to-person calls to businesses. Say who you are and who you're calling for, and never misrepresent why you're calling. In the UK, screen business numbers against the TPS and CTPS before making live marketing calls. In Germany, calls to businesses need at least presumed consent (§ 7 UWG). If you record calls, tell the people you call. This is general information, not legal advice.

More scripts

When you reach the decision-maker, continue with one of our full scripts: the SaaS cold call script, the appointment setter scripts, the web design script, the SEO services script or the digital marketing agency script. For what comes after the hello, see the objection handling script. All scripts: the template library.