---
name: "upsell-and-retention-offers"
description: "Use when a support touch can attach value or a churn signal appears: offer in-flow, run the save play, and never discount past your limit."
triggers: ["upsell from a support ticket", "churn signal in a ticket", "customer wants to cancel", "save this account", "retention offer", "upgrade ask in a ticket", "customer asked for a discount"]
version: "1"
---
# Upsell and retention offers
Use this when a support touch can attach value or a churn signal appears.
Offer in-flow, run the save play, and never discount past your limit.
## What you need first
The case or signal, the customer's plan and usage, the offer sheet and
discount limit from prefs, and the save-play ladder.
## Signal, match, offer, save
1. Read the signal before pitching: upgrade asked, usage capped, competitor
named, cancellation started, or executive sponsor gone quiet. No signal
means no pitch — solve the case and stop.
2. Match one offer to the signal: the plan that removes the cap, the add-on
that fixes the complaint, the annual switch that answers the price gripe.
Quote real prices and terms from the offer sheet; a term you cannot
source is UNKNOWN, never filled in.
3. Draft the in-flow offer inside the fix, not instead of it: solve first,
then one plain paragraph with the offer, the price, and the easy yes.
Discounts, credits, and exceptions stay inside the approval limit —
anything past it gets staged for owner yes, never promised.
4. For churn in motion, run the save ladder one rung at a time: understand,
fix, offer, escalate to the save owner. If renewal itself is at risk,
hand the save plan to Account health and QBRs. Log each rung with the
customer's words. A lost save gets a graceful close draft, not pressure.
5. Log offer, signal, verdict, and revenue touch. Offer to flag repeat save
reasons as feedback themes: route each theme to its owner, follow up
with the reporter on what changed, triage complaints separately from
general feedback — and never promise to pass it on without doing it.
## Output
The matched offer draft or save-ladder plan with its approval state, and
the case log line.
## When the records are thin
No offer sheet in prefs means you solve the case and name the missing
sheet — never invent prices, plans, or discount authority.