Money
How to get your internet or phone bill lowered
You’re talking to Maya, customer retention. The goal: ask for a lower price, and be ready to cancel.
Your first line
Maya starts with “Thanks for calling, this is Maya. I see you’re thinking about canceling?”
“Yes. My promo ended and my bill jumped from $50 to $80. Another provider offers $55. If you can match that, I’ll stay.”
It gives a target number and says what you’ll do if you don’t get it. That’s knowing your walk-away: you’ve already decided, so she knows you’re serious.
What Maya might say, and what to say back
Maya: “I can do a ten-dollar credit for twelve months.”
You: “Thanks, but that still puts me at $70. I’m looking for $55, or I’ll go ahead and cancel today.”
Maya: “That’s the best rate available in your area.”
You: “I understand. The other company is offering $55, so I’ll switch unless you can get closer to that.”
Maya: “If you cancel, you’d need to return the equipment.”
You: “That’s fine, I can do that. I’d rather stay, though. Is there a promo rate you can put me on?”
Two things that trip people up
- Asking “Can you do anything?” with no number.Say your current price, the other company’s price, and the number you want.
- Taking the first small credit, or saying you don’t really want to cancel.Thank her, turn it down politely, repeat your target, and get the new price confirmed by email.
Now say it out loud
Reading the words isn’t the same as saying them. Practice this one with Maya pushing back like the real person would. Then your coach, Max, fixes your exact words. The move to focus on: Know your walk-away.
Practice this one free3 free reps a day. No sign-up. Out loud or typed.