Resources / Glossary / Coaching and training
BDC agent versus salesperson handoff
The point where the person who set the appointment passes the customer to the person who will sell them a vehicle.
The handoff has two versions. The good one transfers context: the salesperson knows the customer’s name, the vehicle discussed, the trade mentioned, the time promised and what the customer was told. The bad one transfers a name on a board, and the customer answers the same questions twice in the first five minutes of their visit.
Stores handle the mechanics differently. Some have the agent introduce the salesperson by text before the visit, some have the salesperson call the day before, and some hand off at the door. What matters is that a specific person is expecting a specific customer.
Why it matters for a sales manager
This is where the work of the phone team gets spent or wasted, and it is usually invisible in reporting, because the appointment shows either way. Customers notice, though. A visit that starts with someone who already knows why they came feels like a store that has its act together, and a visit that starts from zero tells them the opposite.