How to adapt the questions to your industry

The brackets with dots in the questions are places where you fill in your own area and the customer's goals before sending. Without that the survey sounds generic, with it the survey speaks the language of your industry.

• The area you work on with us today: write it in the customer's words, for example e-mail marketing, IT management or accounting. Not the internal name of a plan.
• Your overall goals: fill in the goal the customer came with, for example growing online shop revenue or fewer outages.
• In this area: in the three following questions use the same expression as in the first one, so the customer does not have to think about what you are asking.
• Forms of further cooperation: you can replace the general options with your specific services. Stay with four to five choices and keep the option Other.
• Several areas: if you deliver two different services to customers, create two copies of the survey and send each to its own group of contacts.

Fill in the finished survey yourself before sending it. A question that makes you hesitate needs rewriting.

How to send the upsell survey to customers from Quanda

Send the upsell survey only to customers you know are satisfied. Anyone who hardly uses the service or has complained should get the retention survey first.

1. Create a new survey in Quanda, enter the eight questions of the template and replace the brackets in the questions with your area. The help article Creating and setting up an online survey describes the procedure.
2. Choose the recipients: satisfied customers who actively use the service and have seen a visible result of the cooperation.
3. In the Distribution step switch the survey status to Ready to use and choose Distribute by e-mail, so the answers are saved to the contact.
4. Create a campaign signed by the salesperson or account manager responsible for the customer, and put the survey link into a button.
5. In the survey automations set the Send notification action, so the salesperson learns about every new answer right away.

How to evaluate the answers from the upsell survey

An upsell survey is not evaluated by an average but customer by customer. The result is not a chart but a sorted list of people the salesperson should call.

1. Open Analysis of answers in the survey. For each question you see how many people answered and how many skipped it.
2. Use the advanced filter to select customers who want a proposal, and sort them by timing: immediately, within 3 months, within a year.
3. For the selected customers read their further goals, preferred form of cooperation and motivation. That is the brief for the proposal.
4. Go separately through customers whose needs are covered only partly or marginally and who are willing to invest.
5. Download the results as a PDF in the Final report or e-mail them to the sales team from there.

How to turn answers into sales opportunities

A sales opportunity from an upsell survey is a customer in whom three things meet: interest in a proposal, near timing and willingness to invest. Split the answers into groups by their combination.

• Yes and immediately or within 3 months: the salesperson gets in touch within a few days with a proposal built on the goals and motivation the customer stated.
• Yes and 6 to 12 months: agree on a date when you will return to the topic, and meanwhile send content about the area the customer mentioned.
• Maybe later: no offer. Use their motivation for your next campaign, for example a case study with data if they chose provable results.
• Not yet and needs fully covered: a satisfied customer with no further potential in this area. Thank them and ask for a reference.
• Not yet and needs covered marginally: a warning sign, not an opportunity. This is the place for a retention survey or a personal conversation.

In the proposal always use the words the customer used to describe their further goals. An offer that answers their own sentence sells itself.