Customers say “Are they expecting your call” for a reason. Here is what usually sits behind it, how to respond and what to avoid.
A screening question where the honest answer is no. Do not pretend. Say that it is a first contact and explain in one sentence why you are calling. A truthful answer protects your credibility with both the gatekeeper and the decision-maker.
Typical in: Software and SaaS, Insurance and finance, Real estate, Telecom and energy, Professional services, Retail and e-commerce, Manufacturing and logistics, Contact centre and customer service
Pick the framework that fits the customer. The wording is an example direction, not a script: say it in your own words.
Show you heard it, then ask an open question before you respond.
“No, it is a first call, and I am sorry to be unexpected. I am calling about X, which I think is relevant to them. Would you advise me to write first, or is it fine to try later?”
Ask what sits behind the objection, so you answer the real concern.
“Not yet, no. I wanted to introduce myself and ask whether X is of interest. What would be the best way to do that?”
Shrink the decision to something low-risk that moves things forward.
“No, I have not spoken to them before. Could I send a short note so they know to expect me, and call again afterwards?”
After your response, ask:
How would you suggest a new supplier introduce themselves?
Avoid: Yes, we spoke last week.
A lie to get past the gatekeeper is discovered when the decision-maker has no memory of it. It ends the contact and the trust.
Reading is not the same as saying it. Talk to an AI customer who raises this kind of objection and see in the report which sentence helped.
Practise this objectionA screening question where the honest answer is no. Do not pretend. Say that it is a first contact and explain in one sentence why you are calling. A truthful answer protects your credibility with both the gatekeeper and the decision-maker.
Acknowledge, then ask: “No, it is a first call, and I am sorry to be unexpected. I am calling about X, which I think is relevant to them. Would you advise me to write first, or is it fine to try later?” Clarify before you answer: “Not yet, no. I wanted to introduce myself and ask whether X is of interest. What would be the best way to do that?” Propose a smaller step: “No, I have not spoken to them before. Could I send a short note so they know to expect me, and call again afterwards?”
How would you suggest a new supplier introduce themselves?
Avoid “Yes, we spoke last week.” A lie to get past the gatekeeper is discovered when the decision-maker has no memory of it. It ends the contact and the trust.
Educational conversation training. It is not legal or financial advice and it promises no results. Always follow your company’s rules, the terms of the product and a customer’s clear no.