Customers say “What is this regarding” for a reason. Here is what usually sits behind it, how to respond and what to avoid.
The gatekeeper has to decide whether to pass you on, and wants a clear and credible reason. A vague answer sounds like a sales call and gets screened out. A short, honest and specific answer is the most effective, and also the most respectful.
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.
“Of course. I am calling about X, which I believe Mr or Ms Y looks after. I would like to speak briefly to see whether it is relevant. Could you tell me if that is the right person?” Use a real, specific reason.
Ask for a moment, a question or a next step, and accept the answer.
“It is a business matter about X. May I ask whether Y is the right person to speak to, and when would be a good time to reach them?”
Point to the right person, time or channel without losing the thread.
“I am not sure I have the right person. Who in your company looks after X?” Honest uncertainty often gets you better help than a polished line.
After your response, ask:
Would it be better if I called at a different time, or sent a short message first?
Avoid: It’s a personal matter, I need to speak to them directly.
Dishonesty to a gatekeeper damages your credibility the moment it is discovered, and it may be against the rules you must follow.
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 objectionThe gatekeeper has to decide whether to pass you on, and wants a clear and credible reason. A vague answer sounds like a sales call and gets screened out. A short, honest and specific answer is the most effective, and also the most respectful.
Acknowledge, then ask: “Of course. I am calling about X, which I believe Mr or Ms Y looks after. I would like to speak briefly to see whether it is relevant. Could you tell me if that is the right person?” Use a real, specific reason. Ask permission: “It is a business matter about X. May I ask whether Y is the right person to speak to, and when would be a good time to reach them?” Redirect: “I am not sure I have the right person. Who in your company looks after X?” Honest uncertainty often gets you better help than a polished line.
Would it be better if I called at a different time, or sent a short message first?
Avoid “It’s a personal matter, I need to speak to them directly.” Dishonesty to a gatekeeper damages your credibility the moment it is discovered, and it may be against the rules you must follow.
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.