Sales and customers
How to offer an existing client more without it feeling like a sales pitch
An upsell works when it grows out of the client’s problem, not your sales target. Start with what is already working, ask about what gets in the way, and only then show your proposal. If the client is not ready, leave the door open rather than pushing.
How to handle this conversation
Start with results
“Since rollout your ticket handling time has dropped by a third. I would like to talk about what else we could simplify that way.” Use the client’s numbers, not general claims.
Ask what is not working
“What is the most frustrating part of your team’s work right now?” A proposal that answers that question sells itself.
Show one option, not a catalogue
A list of every add-on is tiring. Better: “Given what you just said, the reporting module would make sense. It costs this much and saves this many hours a week.”
Offer a trial
If the client hesitates, lower the risk: “We could switch it on for one team for a month and decide then.”
I am offering a client a bigger package
- Difficulty
- Medium
- Duration
- 8-12 minutes
The situation
Your client has used the basic package for a year and is happy. From talking to their team you know they build reports by hand that a higher tier would handle. You have a quarterly check-in with the person who owns the budget. You want to propose an upgrade in a way that makes the benefit clear to them.
Who you talk to
Budget owner at the client
Likes working with you but is careful with spending and hates feeling that someone is pushing something on her. Answers with “what we have is enough for now” and asks what will happen to the price next year.
The counterpart also has private goals and information that are never shown upfront. You discover them only through the conversation, the same way you would in real life.
What makes it hard
- A happy client sees no reason to change anything.
- Every proposal feels to her like an attempt to raise the bill.
- She asks about future price increases, which needs an honest answer.
Your goals
- Base the proposal on a specific problem the client has
- Present one option with a clear cost and benefit
- Agree a next step: a trial, a meeting with the team or a decision date
What the report looks at
- Whether the conversation started with results and questions, not the offer
- Whether the proposal answered a problem the client named
- How you handled “this is enough for now”
- Whether the call ended with a concrete step and no pressure