Turnovers or Tags with Sales Cycles (formerly Turn Over’s – More Data)

It happens sometimes that you are trying to sell to a customer and are just not able to make it work. It can be a personality conflict, or the customer thinks we don’t have what they want or thinks price is too high. It could be he doesn’t like the way you look, or you said something she didn’t take right. But there is a hidden objection that you are not getting out of the customer.

Once you see that you have done all you can to move the sale towards a close and nothing is happening then you must turn the customer over to another salesperson. We call this a turnover (TO) or a “tag.” Don’t wait to turn over until you think that the customer is not going to purchase. That is really too late. The turnover should happen as soon as you realize that you are not in control of the sale or in communication with the customer, and long before the customer has decided not to buy. That way, the salesperson coming in will still have something to work with on the sale. Danny, an old partner of mine (not the @$$h0le) used to describe this as, “Leaving some meat on the bone.” Turnovers should always be done very smoothly to cause no confusion or discomfort for the customer.

A turnover to another salesperson will occur in the following four ways:

1. You are with a customer and realize that you need to turn over to someone else. Discretely excuse yourself from the customer and find another salesperson to help you. Give her all the details she will need and introduce her to your customer. Say, “This is Lisa Hamel, she is an expert in (item you’ve been showing), and so I asked her to help us find the right piece for you.” You can stick around for a few minutes to make the transition smoother, and then excuse yourself again and leave.
2. You discreetly tell the Sales Manager that you need to turn over. The Sales Manager will find a suitable salesperson to which he can turn the sale over.
3. You are with a customer and the Sales Manager notices that the sale is not going anywhere. The Sales Manager will then bring in another salesperson or might attempt to close the sale himself.
4. A salesperson notices that another salesperson is having trouble, or is about to lose a sale, and brings it to the attention of the Sales Manager who will decide whether it calls for a turnover and to whom.

A salesperson should not try to scoot their way into someone else’s sale when it is unnecessary. Do not go up to another salesperson while they are with someone and say, “Do you need help?” Do not walk up and just stand there until she has to introduce you. This can make the customer uncomfortable. If you think a turnover is called for, alert the Sales Manager.

So long as there is a Sales Manager on the floor, he or the salesperson involved in the sale will make the decision as to whether a turnover is needed. Also, the Sales Manager will determine which salesperson will keep the customer in the future if there is any confusion or conflict. The decision will depend on the circumstances of that particular turnover.

Turnovers work, and you are better off with half a sale than none, so when you are tapped to turn over a sale do so gracefully and with no resistance. And don’t hesitate to initiate a turnover for a sale that isn’t going anywhere.