BillyHoyle

Senior Account Executive

Tips on Upselling New DM

Hey y'all. Have a mock sales call that is a part of an interview process later this afternoon for an AM type role with a SaaS org that operates in the HRIS space. I would love to hear how others in here would approach a prompt like this:

******

You are a new Account Manager at XYZ Co. Your BDR has scheduled you for a

Discovery Meeting with a current customer in your book of business who was previously

non-responsive. They recently hired a new HR Executive and terminated the previous HR

administrator.

Customer is 6 months into 12 month agreement

Started at 60 EEs; currently at 125 EEs

*******

Are there specific types of questions that you like to spend time covering when a new DM replaces the original purchaser? Any general tips on balancing selling the value of the existing suite to the new DM while also positioning for upsell opportunities later down the line?

EDIT: To be clear, this is a mock presentation that I'll be running through for an interview for an account management role that would be responsible for both renewing said customer and exploring upsell possibilities.

👑 Sales Strategy

☁️ Software Tech

🤝 Interviewing/Offer

8

9 comments

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ThatNewAE

Big Shot

3

Account Executive - Mid enterprise

It's a new decision maker. I think even before you think about potential upselling opportunities, you need to get a buy-in from this person.
Since you are also halfway through the contract, you need to understand the psyche of this customer.

Jumping to potential upselling opps might sound like getting ahead of yourself. Take a step back and sit with this prospect.

- Talk about him / her. Try to know the person and the background a little.
- How is the current tool faring for you?
- What are this persons' visions for the department - what changes would this person intend on bringing.

Lambda

Tycoon

1

Sales Consultant

Honestly this sounds like a multi-step call
The details you gain from the call (responses) are what are going to set you up

If it is a mock, prepare for both an positive and negative response to each of the questions here and anything else that you might add

Nice work @ThatNewAE

TennisandSales

Politicker

1

Head Of Sales

sooo if this was me i would not think about upsell. with a new DM is in play you are starting at zero. But before you spend time talking about the product you need to focus on the new DM and what they care about.

I would first want to be super clear on what their expectations for this call are. How did the SDR book this call? what did they tell them will happen? make sure you actually do that.

then i would want to learn more about the DMs experience with tech like this in the past. (of course you need to do your research. have they worked at an org that uses your tech? a competitors tech?)

the most important thing is that you understand what their key drivers are in the new role. This can be hard to uncover without being an interrogator.

Things you need to know the answer to before the call:

-if they have used your tool yet
- how well the solution is working for them/ how much they are using it
- what specific ways are they using it
- Are there gaps in how they are using it that could increase the value they see if filled?

Diablo

Politicker

1

Sr. AE

I would do a thorough analysis on the accounts before setting up an agenda? I noticed that the account has been growing which is great - I would look at the growth - monthly, quarterly etc., usage capacity - if all the users are using the tool, understand what they like and dislike and if they need any support to use the tool like a pro. I would use it to create as many positive touch points as possible.

CuriousFox

WR Officer

0

🦊

How'd it go?

Jessie26

-10

accountant

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Kosta_Konfucius

Politicker

2

Sales Rep

Might want to stop doing this. Its against one of the few rules here

CuriousFox

WR Officer

1

🦊

Dude's all over the place

ThatNewAE

Big Shot

2

Account Executive - Mid enterprise

@Gasty- PLEASE SEE !

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