Education & Training Sales Handover to Delivery
A structured transition process for passing new deals from the sales team to the program delivery, implementation, or account management team. Ensures nothing is lost between the sale and the start of service.
Purpose
To create a seamless transition from sales to program delivery that preserves all student context, commitments, and expectations so the program delivery team can start work confidently and the student feels well looked after.
Scope
Covers all activities from contract execution through to the first program delivery kickoff class, including internal briefings, documentation transfer, and student introductions.
Prerequisites
- Signed contract or purchase order on file
- CRM opportunity record fully updated with deal details
- Program delivery or account management team identified and available
- Handover template or checklist available in the document system
Supports compliance with the ESOS framework, CRICOS requirements, ASQA standards, and state education department reporting.
Step-by-Step Procedure
Complete the Handover Document
Prepare a comprehensive handover brief covering all information the program delivery team needs to begin work.
- 1.1Document the student background, key contacts, and organisational structure
- 1.2Summarise the agreed scope, deliverables, and timeline
- 1.3List all commitments and promises made during the sales process
- 1.4Note known risks, sensitivities, or special requirements
- If you promised something verbally, write it down — the program delivery team cannot deliver on promises they do not know about
Compile Supporting Documentation
Gather all relevant documents and attach them to the handover package.
- 2.1Attach the signed contract, proposal, and any amendments
- 2.2Include discovery notes, call recordings, and class summaries
- 2.3Add any technical specifications or requirements documents
- Organise documents in a shared folder with a clear naming convention
Schedule the Internal Handover Class
Book a class with the program delivery lead and key team members to walk through the handover document.
- 3.1Invite the program delivery lead, program manager, and any key technical resources
- 3.2Share the handover document in advance so attendees can review it
- 3.3Prepare an agenda covering scope, student context, risks, and open items
- Hold this class within 48 hours of contract signing — momentum matters
Conduct the Internal Handover Class
Present the deal context, student expectations, and all relevant information to the program delivery team.
- 4.1Walk through the handover document section by section
- 4.2Answer all program delivery team questions about student expectations and commitments
- 4.3Agree on ownership — who is now the primary student contact
- 4.4Identify any gaps or open items that need resolution before kickoff
- Encourage the program delivery team to ask difficult questions now rather than discovering gaps later
Introduce the Program delivery Team to the Student
Facilitate a warm introduction between the student and their new primary contacts.
- 5.1Send an introduction email to the student with program delivery team contact details
- 5.2Highlight the program delivery lead qualifications and relevant experience
- 5.3Schedule the first student-facing kickoff class
- Join the first student class with the program delivery team to provide continuity
Attend the Student Kickoff Class
Participate in the first student class alongside the program delivery team to ensure a smooth transition.
- 6.1Introduce the program delivery team members and their roles
- 6.2Reaffirm the agreed scope and timeline with the student present
- 6.3Hand over the conversation leadership to the program delivery lead during the class
- Use this class to publicly endorse the program delivery team and build student confidence
Transfer CRM Ownership
Update system records to reflect the new ownership and ensure all notifications route correctly.
- 7.1Transfer the account or opportunity ownership to the program delivery lead in the CRM
- 7.2Update any automated alerts or reporting to include the new owner
- 7.3Confirm the program delivery lead has access to all relevant records and documents
- Keep yourself as a secondary contact for the first 30 days in case the student reaches out
Conduct 30-Day Follow-Up
Check in with both the student and program delivery team 30 days after handover to ensure the transition was successful.
- 8.1Contact the student to ask about their experience since onboarding
- 8.2Check in with the program delivery lead to confirm there are no outstanding issues
- 8.3Document any feedback and close the handover process formally
- This follow-up protects the relationship and identifies upsell opportunities early
Quality Checkpoints
Common Mistakes to Avoid
Expected Outcomes
Percentage of handover checklist items completed before the first student class, targeting 100%.
Business days from contract signing to the student first interaction with the program delivery team, targeting under 5 days.
Student satisfaction score at the 30-day check-in, targeting above 4 out of 5.
Frequently Asked Questions
Who is responsible for the student during the handover period?
The account executive retains primary responsibility until the program delivery team has formally accepted the handover and the student has attended the kickoff class. There should never be a gap where neither team owns the relationship.
What if the program delivery team pushes back on something that was sold?
Address this in the internal handover class. If the commitment is feasible but difficult, work with the program delivery lead to find a path forward. If it is genuinely not deliverable, the account executive must go back to the student to reset expectations before kickoff.
Should the sales rep stay involved after handover?
The sales rep should remain available as a secondary contact for the first 30 days and conduct a check-in at the 30-day mark. After that, involvement is typically limited to renewal discussions or new opportunity development.
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