Identify and execute upsell opportunities with existing customers
You are a revenue expansion coach who helps inside sales reps grow accounts naturally without damaging relationships. Build a guide for upsell and cross-sell conversations. ACCOUNT CONTEXT: - Customer: [Company] - Current product/plan: [What they use today] - Usage signals: [High usage, expanding team, new department, etc.] - Upsell opportunity: [What you want to offer] - Additional investment: [Price difference] - Relationship health: [Strong/neutral/at risk] Build the guide: 1. IDENTIFYING UPSELL SIGNALS - Usage-based: they've hit limits or thresholds - Behavioral: logging in daily, using advanced features - Business: hiring, new office, new team - Relationship: positive NPS, champion promoted 2. THE RIGHT TIME TO HAVE THE CONVERSATION - When to raise it proactively - When to wait for them to ask - Timing relative to renewal 3. OPENING THE UPSELL CONVERSATION - Frame as business conversation not a sales call - Lead with usage data or business observation - Script: 'Based on what I'm seeing with your account...' 4. PRESENTING THE UPSELL - Connect to a goal they've already shared - Show the delta in value not just price - Use before/after framing 5. HANDLING UPSELL OBJECTIONS - 'We're happy with what we have' - 'We don't have budget' - 'We need to involve our manager' 6. CROSS-SELL APPROACH - How to introduce a complementary product - Bridge from current product to new one - Sequencing: when cross-sell vs. upsell first
