Turnovers – Part Three

posted: Saturday, June 4, 2011

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So you've decided that turning over the sale is the best way to go for both you and your prospect. Do you turn it over to the nearest salesperson, or to your friend because they really need a sale? A professional salesperson assesses the situation and determines which of their co-workers will be best suited to close the deal.

In short you should turn the sale over to an "expert", someone who can not only close the sale, but can also answer any questions that the prospect may have. For example, if the customer is buying a specific type of diamond, then it would make sense to turn the sale over to the salesperson with the greatest knowledge of the particular diamond.

While you want the customer to be confident in the new salesperson, there are a couple of things you want to avoid when executing the turnover. You should never introduce the person as the business owner or manager, because you run the risk of putting that person in a tough position. The customer may believe that they will now receive or be entitled to special discounts or other considerations that only an owner or manager could authorize. You should also never introduce a colleague as the top salesperson. This may intimidate the customer and put them immediately on the defensive. The goal of a successful turnover is to leave the person you are turning the sale over to in a position of power. You want to set them up for success, while not degrading yourself or, most importantly, the customer.

You want to be sure that you conduct the turnover at the right time in order to maximize its effectiveness. If it is age, gender, race or physical conditions that are holding up the sale, then you want to turn it over early in the process, preferably in the initial contact or needs assessment step. If your presentation needs someone with technical expertise, then the turnover should occur in the needs assessment or demonstration steps. Finally if you are just getting bad vibes, then it is time to turn the sale over and again this usually occurs in the demonstration step. If you just can't close the sale, this turnover will occur after closing or after you have tried to handle the objection.

No matter when you decide to turn the sale over, they key is to do it before you've lost the customer. Make sure you are turning a sale over that is still able to be saved. So now we know why, who and when in terms of a successful turnover. Next time we will conclude with the big one: how to turnover.

FINAO - Brad Huisken

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