Mobile phone haggling

Some inspiration before you begin...

In our most recent haggling poll, 64% of mobile customers told us they were successful in negotiating a better deal, showing what's possible – see full poll results. Success rates with the big firms were 74% with Sky Mobile, 71% with EE and 65% with Three.

Haggling's more of an art than a science, so to really inspire you, here are some success stories we've heard (you can read others in the forum).

And a story from Martin...

This happened years ago now but the haggling technique works just as well today.

I was an Orange (now EE) customer and preferred to remain one, as the connection at home and work was good. Yet their packages weren't the market's cheapest.

This is an edited version of my call.

How to haggle down your mobile costs

Just follow the three-step process...

Step 1: Ask for a better tariff

If you want to haggle, calling your network remains the best way to do it. Phone up and tell it you're unhappy with your existing tariff. There are two lines of argument you can pursue:

• Research-based. You can quickly benchmark prices using our Cheap Mobile Finder. Put in your usage details to speedily reveal the cheapest tariffs and packages available. If you're not sure how much data you use, our data calculator can help.

• Chutzpah-based. Alternatively, just have a go – call up and say "it's too expensive". Ask what the best tariff available is, then if the offer isn't good enough, say so. This can work well, as packages better than the best new customer versions, or special extra discounts are sometimes available if you push.

And always remember to request a better package and a phone upgrade too. If you're not given what you want, ask to leave.

Step 2: Speak to 'disconnections' - actually the customer retention department

The crucial part is getting through to what you think is the ‘disconnections department'. Actually, internally most companies refer to disconnections as a synonym for ‘customer retentions'. In other words, its real job is to keep your business and because of that it has much more power and discretion to do it.

Once connected, repeat your request – if you seem genuine about disconnecting (and why shouldn't you be? There are better packages out there), you should get a much improved offer matching the market's best openly available tariffs.

Our top tips to help you haggle:

• Timing is crucial. Haggling works best when you're near or beyond the end of your contract. Even if you do forget, don't panic as telecoms and pay-TV companies are now forced to tell you that your contract is ending. This can be via a letter, email or text between 10 and 40 days before it ends.

• Use charm, chutzpah, cheek... and a smile.  Aggression or anger will just put their back up and won't get you anywhere. You're asking for a discount, and they're just as much within their right not to give it as you are to leave. Aim for polite, friendly, non-combative yet firm.

• Use the phrases that pay. You may find that your customer service rep will only offer a small discount at first, but if you don't agree with the price, try phrases like:
  

  - "I've worked out my budget, and my absolute max is £[insert price here]/mth."

  - "[EE/O2/Three/Vodafone] can do it for less."

  - "I need to think about it."

  - "My husband/wife won't be impressed if I pay that."

  - "It's still a lot of money."
  - "What's the very best you can do?"
  

• Problems mean discounts. If you've had issues with your network in the past – for example, poor coverage or long waiting times on customer care calls – then politely tell them when you haggle. They should want to try and make it up to you.
  

• Don't say yes to the first offer they give. You should never go with the first offer. Chances are, it's not the best deal they can do. Remember, be firm.
  

• Don't fill the silence. They may push you to agree because it's a "limited-time offer", but don't feel pressured into agreeing to the new price or deal unless you're certain.

As negotiations come to a close, a classic sales technique is to stay silent. They want you to feel awkward and fill the silence. Make them fill it with a cheaper offer.

• Ask if they can throw in extras. If they won't slash the price, ask them if they can at least include any extras, such as free calls or Apple/Disney subscriptions.

Why customer retentions has such power

The vast majority of people now have mobiles, therefore networks no longer have to persuade them to get one – instead they have to get them to stay with their current network. The maturity of the market means retaining existing customers is vital – hence the power of customer retention departments.

It's not just mobiles you can haggle down though, there's a whole host of other things including car insurance, broadband and credit card interest rates. For more tips and tricks, read our Top 15 firms to haggle with guide.

Step 3: What to do if they say no...

DON'T feel forced into disconnecting. If you're pushing and your bluff is called with a "sorry, we can't do that, I'll arrange cancellation", just back off. A quick "I need to think about it and I'll call you back" is an easy way out.

And, of course, it's always possible that if you call again and speak to someone else, you may get a different response.

Yet, at this point if there are better deals elsewhere, consider taking on the hassle and changing package but do it on your terms not theirs. To help you quickly benchmark the best deals, you can use our Cheap Mobile Finder to compare more than 60 retailers and resellers. Also, for our top picks, see Best Sim only deals or Best Pay-as-you-go Sim Deals if you're happy to keep your handset.