Acknowledge, then ask
Show you heard it, then ask an open question before you respond.
“I am Anna from X. I am calling about Y, which I understand Ms Z looks after. Is she the right person?” Use your real name and company.
How to respond to “Who are you with”
Customers say “Who are you with” for a reason. Here is what usually sits behind it, how to respond and what to avoid.
What is really behind it
A routine question, but it determines how you are treated. Give your name and company plainly, and the reason in a few words. Hesitation or vagueness is read as an attempt to get through under false pretences.
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
How to respond
Pick the framework that fits the customer. The wording is an example direction, not a script: say it in your own words.
Ask permission
Ask for a moment, a question or a next step, and accept the answer.
“I am with X, we help companies with Y. May I ask who looks after that on your side?”
Redirect
Point to the right person, time or channel without losing the thread.
“We have not spoken before, and I am calling to see who the right person is. Could you help me with that?” Honesty about a first contact is disarming.
The follow-up question
After your response, ask:
Would you prefer that I send a brief introduction in writing first?
What not to say
Avoid: I’m an old friend of theirs.
A false claim of familiarity is deception. It breaks trust with the gatekeeper and with the person you call.
Practise it out loud
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 objectionQuestions about this objection
What does “Who are you with” really mean?
A routine question, but it determines how you are treated. Give your name and company plainly, and the reason in a few words. Hesitation or vagueness is read as an attempt to get through under false pretences.
How do you respond to “Who are you with”?
Acknowledge, then ask: “I am Anna from X. I am calling about Y, which I understand Ms Z looks after. Is she the right person?” Use your real name and company. Ask permission: “I am with X, we help companies with Y. May I ask who looks after that on your side?” Redirect: “We have not spoken before, and I am calling to see who the right person is. Could you help me with that?” Honesty about a first contact is disarming.
What should you ask after “Who are you with”?
Would you prefer that I send a brief introduction in writing first?
What should you not say when a customer says “Who are you with”?
Avoid “I’m an old friend of theirs.” A false claim of familiarity is deception. It breaks trust with the gatekeeper and with the person you call.
Keep exploring
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.