T.O. (turn over)
Handing a customer to a manager or a closer, either to keep a stalled deal alive or before the customer leaves unsold.
A T.O. is the moment a salesperson brings in a second voice. It can happen on the floor, at the desk, or over the phone when a manager takes the line to handle an objection or ask for the appointment one more time.
Most stores have a rule that no customer leaves without a T.O., on the reasoning that a fresh person with more authority can sometimes solve what the salesperson could not.
Why it matters for a sales manager
A T.O. is a second chance that costs nothing but a few minutes. It is also a coaching window: a manager who takes the phone hears exactly where the conversation stalled and can show the salesperson what a different approach sounds like, in real time, on a live customer.
See how Pinpoint marks these moments on your own calls and texts.
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