Ask permission
Ask for a moment, a question or a next step, and accept the answer.
“My name is Anna and I am calling from X. I am calling about Y. Is this a good moment for a very short conversation?” Use your real name, company and reason.
How to respond to “Who is this”
Customers say “Who is this” for a reason. Here is what usually sits behind it, how to respond and what to avoid.
What is really behind it
A direct question, sometimes sharp, sometimes simply puzzled. The customer needs your name, your company and your reason, in that order and in a few seconds. Say it plainly. A vague or evasive answer to a simple question is the quickest way to lose trust.
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.
Acknowledge, then ask
Show you heard it, then ask an open question before you respond.
“Of course. I am Anna from X. I am calling because Y, and I wanted to see if it might be relevant for you. If it is not, I will not take your time.”
Exit gracefully
End politely and leave the door open. A respectful no can still be a good call.
“I am Anna from X. I see this is unexpected. If you would prefer I did not call, please say so and I will make a note.”
The follow-up question
After your response, ask:
Would you like me to tell you in a sentence why I am calling?
What not to say
Avoid: It’s a personal matter, I need to speak to the manager.
Dishonesty or evasion about who you are is a breach of trust at the start, and may breach rules you must follow.
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 is this” really mean?
A direct question, sometimes sharp, sometimes simply puzzled. The customer needs your name, your company and your reason, in that order and in a few seconds. Say it plainly. A vague or evasive answer to a simple question is the quickest way to lose trust.
How do you respond to “Who is this”?
Ask permission: “My name is Anna and I am calling from X. I am calling about Y. Is this a good moment for a very short conversation?” Use your real name, company and reason. Acknowledge, then ask: “Of course. I am Anna from X. I am calling because Y, and I wanted to see if it might be relevant for you. If it is not, I will not take your time.” Exit gracefully: “I am Anna from X. I see this is unexpected. If you would prefer I did not call, please say so and I will make a note.”
What should you ask after “Who is this”?
Would you like me to tell you in a sentence why I am calling?
What should you not say when a customer says “Who is this”?
Avoid “It’s a personal matter, I need to speak to the manager.” Dishonesty or evasion about who you are is a breach of trust at the start, and may breach rules you must follow.
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.