How do you get past the gatekeeper on a cold call?
To get past a gatekeeper, be polite, brief and honest about why you're calling, then ask for help reaching the right person by role. If you can't get through, win the next best thing: the decision maker's name and the best time to call back. Gatekeepers ask the same few questions on almost every call, so practice short answers to each one until they sound natural.
What the gatekeeper is actually doing
A receptionist or assistant is paid to protect someone's time, not to block every call. They're listening for two things: is this a real reason to interrupt, and is this caller going to waste anyone's time? A short, honest, confident answer passes both tests. A vague or evasive one fails them.
Treat the gatekeeper as the person who knows who decides, when they're free, and how they like to be reached. That's exactly the information you need.
The 6 gatekeeper questions and what to say
Fill in the brackets with your own details, and say it in your own words.
| They say | What to say | Why it works |
|---|---|---|
| "What's this regarding?" | "Sure. It's about [what you sell]. Who looks after that there? Is that the [decision maker's role]?" | A straight answer earns trust. Ending with a question about who handles it turns the gatekeeper into a guide. |
| "Are they expecting your call?" | "Not yet, this is my first time reaching out. That's why I'm asking you first. What's the best way to get a couple of minutes with them?" | Honest, and it asks for help instead of pretending. |
| "Just send it to our general email." | "Happy to. So it doesn't get lost, whose attention should I put it to? And when's a good time to follow up with them?" | You still leave with a name and a callback time. |
| "They're not available." | "No problem. When's usually the best time to catch them? And can I get their first name so I ask for them right?" | Turns a dead end into your next call. |
| "We're not interested." | "Totally fair. Would the [decision maker's role] usually make that call, or you? I'd just like to ask them one quick question." | Respects the answer while checking who actually decides. |
| "Who are you with?" | "It's [your name] with [your company]. We work with businesses like yours. Is the [decision maker's role] around for a quick minute?" | Clear and short. Hesitating here sounds like a sales call to avoid. |
Set a goal for every gatekeeper call
- Best outcome: you're transferred to the person who makes the decision.
- Good outcome: you get their name and the best time to call. Your next call starts with "Hi, is [name] in? [Gatekeeper's name] said mornings are best."
- Still useful: you know who decides. Even just the right role or department saves your next call.
If you hang up with none of these, the call wasn't wasted, but your answer to one of the six questions probably needs work. That's the one to practice.
Mistakes that get you screened out
- Pretending you know the boss or saying they're expecting your call when they aren't. Gatekeepers check, and you lose the account for good.
- "Just following up" when there's nothing to follow up on. It sounds like exactly what it is.
- Pitching the gatekeeper. Give one sentence on why you're calling, then ask for help.
- Being short with them. You'll talk to the same person again. Use their name and thank them.
- Freezing on "what's this regarding?" It's the most common question there is. Have your one-sentence answer ready.
How to practice gatekeeper calls
Gatekeeper calls are short and predictable, which makes them easy to practice. Write your answers to the six questions above, then say them out loud against someone who plays a busy front desk.
Della Practice has a "Get past the gatekeeper" scenario for teams that call businesses: Della answers the front desk and screens your call, using three of the questions above. Your goal is to get through to the decision maker, or get their name and a good time to call back. After the call you get a grade, what worked, what to fix and the line that would have changed the call. Della is AI. Once you're through, practice the conversation that follows with objection practice.
Pricing (from dellasales.ai/pricing, November 9, 2026): On your own, your first practice call is free (up to 3 minutes), then $0.68 per practice minute with no subscription. For teams, Della Practice is $24.99 per rep per month (5-rep minimum, $124.95/mo) plus $0.68 per practice minute. Della Live is $199 per seat per month on a 12-month agreement ($239 month-to-month) plus $0.08 per live minute, with a 5-seat minimum.
Practice your gatekeeper calls.
Sign up free and pick the "Get past the gatekeeper" scenario: Della plays the front desk and screens your call, then grades you. Your first practice call is free. Della is AI.
Get my free loginSee pricing →FAQ
Should I lie to get past a gatekeeper?
No. Saying you're expected, or that you know the decision maker when you don't, gets found out and burns the account. Honest and brief works better and keeps the door open for the next call.
What do I say when the gatekeeper asks what the call is about?
Give one honest sentence about what you do, then ask who handles it. For example: "It's about [what you sell]. Who looks after that there?"
What if they tell me to send an email to the general inbox?
Agree, then ask whose attention to put it to and when to follow up. You leave with a name and a time, even if you don't get transferred.
Should I ask for the decision maker by name?
If you know the name, yes. If you don't, ask by role, then ask for their first name so you can ask for them directly next time.
What's a good result from a gatekeeper call?
Being transferred is best. Getting the decision maker's name and the best time to call back is a good result too, and it makes your next call much easier.
Can I practice gatekeeper calls with AI?
Yes. Della Practice has a gatekeeper scenario where Della plays the front desk and screens your call, then grades how you handled it.
