MARKETING AND SALES LEAD HANDOFFS

360 DIGITAL ACADEMY | FREE STARTER WORKSHEET

Time: 60 minutes

Outcome: A draft service agreement and a clear exception path.

Name / team: ____________________  Date: ____________________

1. UNDERSTAND AND ASSESS

Complete this with marketing and sales together. Define a lead as ready only when both teams understand the evidence and expected next step. Start with one lead type or market to keep the agreement testable.

Key idea: Routing assigns responsibility. Acceptance confirms that sales will work the lead. Disposition records what happened. An effective handoff includes all three, plus a return path when the lead is not ready.

Illustrative agreement: Consultation requests with required contact and context fields route to the territory owner. Sales reviews within one business day in the agreed time zone. Missing territory goes to a named queue owner. Confirm staffing before adopting this timing.

Which exact lead type is covered, and what makes it ready for sales?

Your response: __________________________________________________

What information must accompany the lead: need, source, history, and contact details?

Your response: __________________________________________________

Which business hours, time zone, coverage, and exceptions apply?

Your response: __________________________________________________

2. BUILD YOUR WORKING PLAN

Agree the handoff rules

Specify when each clock starts and stops. Distinguish a first attempt from a meaningful response. Define rejection reasons such as duplicate, outside scope, or insufficient information, and require a next step rather than a silent status change.

Decision point | Rule / deadline | Accountable owner | Evidence / escalation

Ready for handoff | __________________ | __________________ | __________________

Assignment / backup | __________________ | __________________ | __________________

Acceptance or rejection | __________________ | __________________ | __________________

First follow-up | __________________ | __________________ | __________________

No response / overdue | __________________ | __________________ | __________________

Return to nurture | __________________ | __________________ | __________________

What happens when no owner is available or assignment is ambiguous?

Your response: __________________________________________________

Which statuses and reasons will both teams use consistently?

Your response: __________________________________________________

When can a returned lead re-enter, and how will prior activity remain visible?

Your response: __________________________________________________

3. VALIDATE AND TAKE ACTION

[ ] Readiness criteria and required fields are agreed by both teams.

[ ] Ownership, backup coverage, and response clocks are explicit.

[ ] Rejection and nurture paths preserve context and consent rules.

[ ] Overdue leads have a named escalation owner.

[ ] A sample lead can be traced from submission through disposition.

[ ] Both teams have approved a review date and reporting definitions.

Measure what changes: Review acceptance rate, time to first attempt, overdue leads, and downstream opportunities separately. Define each denominator and distinguish business-hour timing from elapsed time.

Our baseline / target / source / review date: ______________________

Suggested implementation rhythm

Pilot one lead type and review exceptions together.

Inspect rejected and overdue examples to find process gaps.

Revise the agreement based on outcomes, then expand coverage.

First action / owner / due date: __________________________________

Open issue / decision / approver: _________________________________

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