Expansion Conversation Template

A reusable structure for an in-the-moment, consultative (non-pushy) expansion conversation. 6-beat structure: (1) acknowledge the moment the customer hit (cap, locked feature, need); (2) understand what they're actually trying to accomplish; (3) explain plainly what the next step unlocks for their goal; (4) be honest about whether it's worth it for them (this is what builds trust); (5) answer the "is it worth it" objection directly; (6) make the upgrade frictionless or set a clear next step. Trigger library: usage-cap hit, feature-gate encounter, repeated workaround, support ticket revealing tier gap. Anti-patterns to avoid: pushing tiers they don't need, ignoring frustration signals, generic "upgrade now." Build notes: downloadable plus on-page; sample phrasing per beat; link to NRR Calculator.