Turnovers – Part Two

posted: Friday, May 27, 2011

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The last time we outlined what a turnover is and why it is used. Now it is time to get into the nuts and bolts of how a successful turnover works. As mentioned, there are four keys to making a turnover work and they are as follows:

Why turnover- There are many reasons to turnover a sale, but a basic rule is whenever you feel you just aren't clicking with your customer. It is important to remember that in sales, as in life, there are just going to be people that we don't click with. That's ok, just never let it be the reason for a lost sale. Some of the more common things that lead to a sale needing to be turned over include:
  • Age/Race/Gender
  • Technical Information
  • Bad Vibes
  • Can't close
Age, gender and race are fairly self explanatory; the others though need a little explanation.
Turning a sale over based on technical information is simply handing the sale to a co-worker who may have more knowledge about the product. For example, your prospect may be interested in a specific gemstone that your fellow salesperson is an expert on. For that reason, it is in the best interest of your prospect turn the sale over to that person.


"Bad vibes" simply means that you are not getting any signs that your prospect is responding to your presentation even if it is the best presentation you have ever given. Don't force it, hand the sale over.

Can't close just means that you have gone as far as you can go and for whatever reason, the prospect won't say, "I'll take it." You've done everything else right from the non-business conversation to the presentation to handling objections, but you cannot get a definite "Yes" from your prospect. A different salesperson may be able to say something or do something new that leads to a sale.

As a reminder, turning a sale over does not mean you failed. On the contrary, it means you have done the best you could and then used the turnover to best serve the prospect. We will start next time with whom to turn the sale over.

FINAO - Brad Huisken

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