When handling upsell discussions, what should you obtain before moving forward?

• A. A verbal agreement is sufficient, with no documentation.
• B. A signature and payment only.
• C. Consent from the client and document the discussion.
• D. Nothing.

Answer: (C)

The important idea is to secure explicit consent from the client and capture a written record of what was discussed before moving forward. You want the client to understand what the upsell involves—the added service, its cost, and how it affects the project or timeline—and you need to document that conversation in your system or on the work order. This written consent and documentation provide a clear, traceable agreement that reduces miscommunication and disputes and ensures both parties are on the same page about scope and terms. Verbal agreement without documentation can be disputed, and relying on just a signature and payment may skip capturing the actual discussion and agreed details. Nothing should be moved forward without that documented consent.