A Sales Handoff Checklist

In many sales organizations, there is a separation between those selling to prospective clients (i.e. Sales Executives) and those selling to current clients (i.e. Relationship Managers).

Once the Sales Executive (SE) makes the sale, the management and growth of that new client, is then handled by the Relationship Manager (RM).

But for too many organizations a huge opportunity is wasted during this transition.

Due to internal pressure (“I get paid to sell”) or external pressure from the boss (“It’s not your job”), sales exits the scene once the deal is inked. There’s no orderly, systematized handoff.

So, the Relationship Manager is left to understand the account, build relationships, and manage expectations almost from scratch.

Instead a systematized handoff helps ensure the installation goes well leading to a client that can be referenced much sooner.

A  4-Point Checklist

Whether you have a system or not, here’s a 4-point checklist you can use to gauge your sales to relationship management handoffs:

During the sales process – During one of the presentations to the prospective client’s executive team, the role of the RM & the benefits of that position to the client are explained. The best person to do this is the RM who will be assigned to the account or the RM’s boss.

Post-sale internal meeting – After signing, it’s important the Sales Exec brief the account management support team (RM, Installation Manager, Conversion Manager, Client Service Manager, etc.) on what was learned during the sales process to use going forward. This includes info on key players, goals, objectives, concerns, and what was promised. Plus, they begin prepping for the client kick-off meeting.

Kickoff meeting with the client team – The Sales Exec should attend this meeting and lead it off before quickly turning it over to the Relationship Manager. By having the RM introduce the rest of the support team and broadly define their roles, client execs see who is in charge. This is important to set the tone for the RM role as a business equal and not a support person.

Post-kickoff updates – The RM keeps the SE informed on installation progress, results, evolving goals, & referenceability. The SE keeps the RM informed on any contact they have with the client. Keeping everybody updated helps both parties.

The benefits of systematizing the handoff are many. Positive first impressions and not buyer’s remorse. Continuing momentum vs. fits and starts. Managed expectations instead of misunderstandings and misinterpretations of promises made. Potential landmines mapped out. And the new sales group gets a success story to help sell more prospects.

Have a great weekend!

Bob

P.S. This is a brief example of content covered in 2 of my programs – Developing & Delivering Great Presentations and Developing Multiple Coaches at Multiple Levels. Just send me an email: [email protected] if you’re interested in learning more about either of these 2 programs.