Expansion Upsell Call: The Usage and Questions to Have Ready
Updated 2026-11-01 · 2 min read
This rail is for the call where a customer who's doing well might buy more, like seats for another team or a bigger plan. They already trust you, so what counts is knowing their usage cold. Keep the numbers and the new terms on cards while you listen.
The rail
Where they are now
- Using [plan] with [number] seats since [start date]
- Most used: [feature]. Least used: [feature]
- Has the goal changed since they signed?
What's working
- Result so far: [metric] went from [before] to [after]
- Who uses it most: [team]
- Ask: what would you miss if it went away?
Hitting the limit
- Seats in use: [number] of [number]
- Teams asking for access: [team]
- Workarounds you've seen: [workaround]
Adding another team
- Which team, and what would they use it for?
- Who leads that team, and could they join the next call?
- What they'd need to get started: [setup]
Upgrade options
- Today: [plan] at [price] a [year]
- Proposed: [plan] at [price] for [seats]
- Co-termed with the current renewal on [date]
Can we get a discount?
- Price per extra seat: [price]
- What a bigger commitment gets them: [term or volume price]
- Ask what they'd trade for it: [longer term or paying up front]
Not in the budget this year
- When does next year's budget get set?
- Option: start [smaller step] now, the rest on [date]
- Who could free up money for it sooner?
Who signs off
- Who approves the extra spend?
- Does it go through procurement again? Steps: [steps]
Next step
- Recap the team, the plan and the start date
- Quote sent by [day]
- Kickoff for the new team on [date]
How to use this rail
- Copy the rail. Press Copy this rail. It copies every card as text, with a heading on each one.
- Paste it into a new note in GlideRail. GlideRail spots the headings and offers to split the text. Press Split into sections: the rail's name at the top becomes the note's name, and each card heading becomes its own card.
- Fill in the brackets. Pull the seat count and results from your own records the morning of the call, and write the real numbers in.
- Open Cue Mode. Put the window near your camera, then move between cards with ⌘[ and ⌘] (they work from any app while Cue Mode is open) or a two-finger swipe.
- Turn on Live Rail, if you like. On an Apple Silicon Mac it listens to the call and offers the card whose heading matches what was just said, so if they say it's not in the budget this year, it can offer that card. One click opens it, and it never changes cards on its own.
If you share your screen, turn on Invisible first (Pro), and the share leaves the cards out. On Zoom, first set Settings, Share Screen, Advanced, Screen capture mode to "Advanced capture with window filtering" (the Zoom guide shows it). Cue Mode and Live Rail are Pro too, and every download comes with 7 days of Pro, free, with no card needed.
Make it yours
Fresh numbers matter most here, since a seat count from last month is an easy one to get caught on. If the new team's lead joins, add a card with what that team does and the problem it has. Drop "Not in the budget this year" when the money's already approved.