Questions

When identifying which clients are a good-fit for upselling, all of the following criteria is important, EXCEPT:

A client with only 20-50 employees
A client who represents the type of account your agency wants to work with
A client with specific business goals
A client who is financially stable

True or false? When a client asks you to complete tasks outside the scope of the retainer, you should always agree to do them. You want to keep the client happy, even if that means spending more time than they’re paying for.

True

False

True or false? Upsells should only happen during the renewal call.

True – you shouldn’t bring up any upsell opportunities until the renewal, since this will just distract your client.
True – upsells only happen during a renewal, since a client is never willing to pay more for something once they already have a retainer.
False – upsells can happen at any time, you should always be looking for opportunities to add more value for the client.
False – upsells should only happen during monthly or quarterly client reviews. You don’t want to distract from the renewal by presenting new ideas.

All of the following are best practices for growing your existing client relationships, EXCEPT:

Keep track of events that are important to your client
Understand your client’s goals and perform ongoing reporting
Regularly review the client’s account with your internal team and client
Adopt a quick wins approach by performing out-of-scope requests