Negotiation Script You Can Use
Many people feel anxious about haggling over a bill. Using a script removes the pressure and keeps you focused on your goal. The tone should always be polite, calm, and firm. You are not angry; you are simply a well-informed consumer looking for a fair price. This script is designed to be read aloud and adapted to your specific situation. This is a complete script for negotiating with your ISP.
Step 1: The Opening (Be Polite and Direct)
Agent: “Thank you for calling [Provider Name], my name is Jane. How can I help you?”
You: “Hi Jane. My name is [Your Name], and my account number is [Your Account Number]. I’m calling today because my bill has become too high for my budget, and I need to find a way to lower it. I’m hoping you can help me with that.”
Step 2: State Your Case (Present Your Evidence)
Agent: “I can certainly look at your account. I see your current plan is the [Your Plan Name] for [Your Monthly Price].”
You: “That’s right. My promotional discount recently expired, and the price is much higher than I can sustain. I’ve been a loyal customer for [Number] years, and I would really prefer to stay with you. However, I see that [Competitor Name] is offering a comparable plan at my address for [Competitor’s Price] per month. I need to get my bill closer to that price point.”
Step 3: The Pause (Let Them Respond)
After you have stated your position and referenced the competitor offer, stop talking. Let the agent be the first to speak. They will likely put you on a brief hold while they “look for available promotions.” This is a standard part of the process.
Step 4: The Escalation (Ask for Retention)
The first agent may come back with a small, unappealing offer, like a $5 discount. If their offer does not meet your goal, it’s time to escalate.
You: “I appreciate you looking into that for me, but a monthly bill of [New Offered Price] is still much higher than the competitor’s offer. I understand you may not have access to all the available discounts. Could you please transfer me to your retention or loyalty department? I believe they may have more flexibility to find a solution that will allow me to remain a customer.”
Be persistent. Do not accept “they will tell you the same thing.” Insist politely on being transferred.
Step 5: Repeat and Negotiate (With the Retention Agent)
Once connected to the retention agent, briefly and calmly repeat your situation: you’ve been a loyal customer, your bill is too high, and a competitor is offering a significantly better deal. This agent has the authority to apply better discounts. They may offer a new 12-month promotional rate, a free speed upgrade, or a combination of perks.
Step 6: Confirm Everything (Lock In the Deal)
Once you’ve agreed on an offer you’re happy with, do not hang up. Verify every single detail.
You: “Thank you, that sounds much better. I just want to confirm all the details before we finalize this. My new total monthly bill, including all equipment, taxes, and fees, will be exactly [New Total Price], correct? And this new price is guaranteed for how many months? Will there be any one-time fees for this change? Finally, could you please give me a confirmation number for this agreement?”
Step 7: The Final Option (The Walk-Away)
If even the retention department cannot offer a deal that works for you, use your final piece of leverage.
You: “I understand that is the best you can do, but it unfortunately does not work for my budget. I will need to go with the other offer. Can you please schedule a cancellation date for my service?”
This statement often triggers a final, best-and-final offer. If it does not, you should be prepared to follow through and switch providers.
