How to Fix Sales Handoffs That Kill Momentum
You didn’t lose that deal because of price. Or inventory.
You lost it somewhere between the BDC call and the first pencil. Or between the desk and the F&I turn.
During a pause, a wait, or a missed note, the customer was left wondering what just happened.
Momentum is everything. And it’s not lost online. It’s lost inside the store.
A shopper clicks, calls, chats, shows up and then the clock starts ticking. One missed beat between teams can unravel the trust you worked so hard to earn.
The Deal Didn’t Blow Up at the Desk. It Started Sooner.
Here’s a familiar scene:
A shopper fills out a credit app online. The BDC enters notes in the CRM but they are vague or hard to find. Sales pencils the deal based on a tier-one assumption. Then F&I walks into a timebomb with no context or setup, just a customer who thinks they’re done and a deal that’s barely started.
Now you’re shifting from presenting value to rebuilding sales momentum.
The buyer is confused. And the deal you should’ve closed is on life support.
That’s not a one-off. That’s a daily leak.
What You’re Not Seeing in the CRM
The CRM won’t blink when the BDC forgets to note that the customer is bringing a trade.
There’s no alert when Sales skips the part where the buyer said they can’t go over $500 a month.
There’s no warning when F&I walks in cold and has to restart the relationship from scratch.
These breakdowns don’t show up in your reports. But your team feels them. And your buyers definitely notice.
Every missed detail becomes a moment of friction. Every friction slows down the close.
Why It Keeps Happening
Most of these issues aren’t about people not doing their jobs. They happen because:
- Your tools don’t talk to each other
- The CRM is cluttered or incomplete
- Follow-up messages are generic
- Sales scripts don’t align with digital workflows
- There’s no consistent process for what gets passed along
Even good teams fall into the trap. Especially when it’s busy. That’s when assumptions replace communication, and the handoff becomes an afterthought.
As one GM put it:
“It’s not that anyone’s doing it wrong. It’s that everyone’s doing it differently.”
Four Ways to Tighten the Gaps
Fixing this doesn’t require a new CRM or another widget
It starts with process clarity, message consistency, and accountability across every handoff.
Here’s where to focus:
- Align What’s Said Across Departments
If the BDC says one thing, Sales says another, and F&I says something else, your customer is confused and they stop trusting.
Align your language, manage expectations early, and carry the trust forward.
- Flag What Actually Matters
Don’t let your CRM become a digital junk drawer. Don’t just log “interested in Escape.” Prioritize notes that impact the deal:
Are they leasing or buying? Do they have a target monthly payment? Did they mention outside financing? What’s the trade-in status? Have they been pre-qualified?
Sales shouldn’t have to dig or ask for it again.
- Personalize the F&I Handoff
A quick, intentional handoff from Sales to F&I builds trust and keeps the keeps the deal on track. Even a simple, “This is Chris. He’s going to walk you through the final paperwork. He’s the best,” sets the right tone.
If F&I isn’t ready, let the buyer know what’s next. A quick check-in or update goes a long way in keeping them comfortable and engaged.
- Create a Real Handoff Process
Don’t assume information gets passed. Define what matters and when it should move.
- What does BDC hand off to Sales before the customer arrives?
- What does Sales owe the Desk before they pencil?
- What should Sales and Desk always relay to F&I?
You don’t need a 20-step checklist. You need a shared rhythm that protects the deal.
It’s the Hand-Off, Not the Hustle
Most missed deals don’t come down to lack of effort.
They come down to misalignment. Gaps in context. Incomplete handoffs.
The transitions matter. Every manager wants smoother deals, better CSI, and more profitable outcomes.
But most are not looking in the right place.
These three handoffs are often the hidden source of lost momentum. But they are also the most fixable. And the fixes don’t require a complete overhaul. Just sharper execution and better transitions.
If every manager owns just one improvement, your numbers will show it. Your customers will feel it. Start with the handoffs. Watch your close rates rise.
Looking to build a more customer-first process in your store?
Let’s talk about what that could look like for your team and how we can help.
Call 866-885-5319 or email productadvisors@elendsolutions.com.
