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What is included with this book?
Research Note
ForewordNick Mehta, Chief Executive Officer, Gainsight
Acknowledgments
Introduction
PART IDEVELOPING THE EXPANSION MESSAGE
1 Acquisition Does Not Equal Expansion
2 Expansion Messaging—Mission Critical,but Missing in Action
3 Why Stay and the Psychology Behind Renewals
4 Cracking the Code on thePrice Increase Conversation
5 Why Pay More—A Framework for ImprovingYour Price Increase Conversations
6 Messaging for the Upsell—The Why EvolveConversation
7 The Winning Why Evolve Message Framework
8 “Sorry” Shouldn’t Be the Hardest Word—Apology Science and the Expansion Sale
9 The Winning Why Forgive Message Framework
PART IIDELIVERING THE EXPANSION MESSAGE
10 The Right Message at the Right Time—MasteringSituational Fluency
11 Delivering the Message—Essential Skillsfor the Expansion Seller
12 Navigating the Conversation—Advanced Skillsfor the Expansion Seller
13 Expansion Messaging as a Commercial Strategy
14 Parting Thoughts
Appendix: Real-World Examples
Index
About the Authors
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