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If you don't know who your contact is, the technique that always slipped under my guard was someone seeking my help. 'Good afternoon. I wonder if you can help me. I'm trying to find the person in your company who's responsible for... Can you tell me his name? And his first name? Is he there, please?' At least this will arm you better for your next try if he is not.

However, the receptionist will usually put you through to the secretary. She is more protective of her boss because that's her job. She is also protecting herself. She doesn't want an earful because she allowed you to waste his time. So she will only put you through if she knows you, or if you can convince her that her boss will gain. 'What's your call in connection with?' she asks.

Handling the trap question

With me, most callers fell at this hurdle since they gave me control. How? Because I, the castle guard, was doing the asking. Questions give the asker control, thus power, which is why they are the salesperson's best friend.

So regain control. Ask another question back and connect it with her boss's job. 'It's about staff training. That's his responsibility, isn't it?'