Objection handling
How to answer “I am not the one who decides”
The person you reached has no authority to buy, or is using it as a way out.
Why customers say it
Companies split decisions, and a gatekeeper often protects colleagues’ time.
Three ways to respond
One approach for each setting. Adapt the words to the customer and to your company’s rules.
- In sales
- Treat the contact as a guide. “Thanks for telling me. Who is involved in a decision like this, and what would they want to see first?” Ask for an introduction, not a transfer.
- In insurance
- Stay respectful of the role. “Understood. Could you tell me who looks after this, and would you pass them a short note from me?”
- In a contact centre
- Be courteous and ask for the right person. “Thank you. May I have the name and best time to reach them, and may I say you suggested it?”
A common mistake
“Then put me through to your boss.” It makes the contact feel small and blocks the way.
Educational conversation training. It is not legal or financial advice and it promises no results. Always follow your company’s rules and the terms of the product.
Practise it out loud
Talk to an AI customer who raises this objection and read in the report which sentence helped.
Questions about this objection
What does “I am not the one who decides” mean?
The person you reached has no authority to buy, or is using it as a way out.
Why do customers say “I am not the one who decides”?
Companies split decisions, and a gatekeeper often protects colleagues’ time.
How do you answer “I am not the one who decides”?
In sales: Treat the contact as a guide. “Thanks for telling me. Who is involved in a decision like this, and what would they want to see first?” Ask for an introduction, not a transfer. In insurance: Stay respectful of the role. “Understood. Could you tell me who looks after this, and would you pass them a short note from me?” In a contact centre: Be courteous and ask for the right person. “Thank you. May I have the name and best time to reach them, and may I say you suggested it?”
What is a common mistake when a customer says “I am not the one who decides”?
“Then put me through to your boss.” It makes the contact feel small and blocks the way.