Turnover (TO) Process

Turnover (TO) Process refers to the practice of involving additional staff, usually managers, at critical points in the sales interaction with a customer to improve the chances of closing the deal or to address concerns. The classic use of TO in car sales is when a salesperson has shown the car and maybe negotiated but can't close the deal at a price or there's some hesitation – they then introduce the sales manager who tries to close the sale, perhaps by addressing final objections or offering a slight sweetener. It’s a way to ensure every possible effort is made to assist the customer and not let a sale walk out without management involvement. Another type is turning over to F&I after the sale agreement, which is standard (from sales to business manager for the paperwork and product presentation). But the term “TO” usually refers to that save/close attempt by management. In Canadian dealerships, this is standard operating procedure: no customer should leave without at least a manager or second face talking to them. Even on the service side, some places have a similar concept: if a service advisor has an upset customer, a manager will step in (a 'managerial TO') to de-escalate. The key to an effective TO is it shouldn’t feel confrontational or gimmicky; the manager will often approach warmly, chat a bit to build rapport, and subtly probe what’s needed to earn the business. Many deals that would otherwise be lost can be saved by a good turnover, which is why dealerships train on it. Some even have policies like, the first question a manager asks a salesperson when they say a customer left is, “Did you turn them to me or another manager?” If not, it's a missed opportunity. So, the TO process is essentially about teamwork and utilizing the collective skills of the dealership staff to maximize sales and customer satisfaction.