Sales Handover to Delivery Template for Real Estate
A structured transition process for passing new deals from the sales team to the settlement, 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 settlement that preserves all client context, commitments, and expectations so the settlement team can start work confidently and the client feels well looked after.
Scope
Covers all activities from contract execution through to the first settlement kickoff inspection, including internal briefings, documentation transfer, and client introductions.
Prerequisites
- Signed contract or purchase offer on file
- CRM opportunity record fully updated with deal details
- Settlement or account management team identified and available
- Handover template or checklist available in the contract system
Supports Real Estate Institute compliance, trust account management requirements, and state property legislation documentation.
Step-by-Step Procedure
Complete the Handover Contract
Prepare a comprehensive handover brief covering all information the settlement team needs to begin work.
- 1.1Contract the client 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 settlement 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 inspection summaries
- 2.3Add any technical specifications or requirements documents
- Organise documents in a shared folder with a clear naming convention
Schedule the Internal Handover Inspection
Book a inspection with the settlement lead and key team members to walk through the handover contract.
- 3.1Invite the settlement lead, listing manager, and any key technical resources
- 3.2Share the handover contract in advance so attendees can review it
- 3.3Prepare an agenda covering scope, client context, risks, and open items
- Hold this inspection within 48 hours of contract signing — momentum matters
Conduct the Internal Handover Inspection
Present the deal context, client expectations, and all relevant information to the settlement team.
- 4.1Walk through the handover contract section by section
- 4.2Answer all settlement team questions about client expectations and commitments
- 4.3Agree on ownership — who is now the primary client contact
- 4.4Identify any gaps or open items that need resolution before kickoff
- Encourage the settlement team to ask difficult questions now rather than discovering gaps later
Introduce the Settlement Team to the Client
Facilitate a warm introduction between the client and their new primary contacts.
- 5.1Send an introduction email to the client with settlement team contact details
- 5.2Highlight the settlement lead qualifications and relevant experience
- 5.3Schedule the first client-facing kickoff inspection
- Join the first client inspection with the settlement team to provide continuity
Attend the Client Kickoff Inspection
Participate in the first client inspection alongside the settlement team to ensure a smooth transition.
- 6.1Introduce the settlement team members and their roles
- 6.2Reaffirm the agreed scope and timeline with the client present
- 6.3Hand over the conversation leadership to the settlement lead during the inspection
- Use this inspection to publicly endorse the settlement team and build client 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 settlement lead in the CRM
- 7.2Update any automated alerts or reporting to include the new owner
- 7.3Confirm the settlement lead has access to all relevant records and documents
- Keep yourself as a secondary contact for the first 30 days in case the client reaches out
Conduct 30-Day Follow-Up
Check in with both the client and settlement team 30 days after handover to ensure the transition was successful.
- 8.1Contact the client to ask about their experience since onboarding
- 8.2Check in with the settlement lead to confirm there are no outstanding issues
- 8.3Contract 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 client inspection, targeting 100%.
Business days from contract signing to the client first interaction with the settlement team, targeting under 5 days.
Client satisfaction score at the 30-day check-in, targeting above 4 out of 5.
Frequently Asked Questions
Who is responsible for the client during the handover period?
The account executive retains primary responsibility until the settlement team has formally accepted the handover and the client has attended the kickoff inspection. There should never be a gap where neither team owns the relationship.
What if the settlement team pushes back on something that was sold?
Address this in the internal handover inspection. If the commitment is feasible but difficult, work with the settlement lead to find a path forward. If it is genuinely not deliverable, the account executive must go back to the client 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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