Mobile phone haggling

Remember, if you're coming to the end of your contract, or you're already out of it, you're wielding a powerhouse weapon – customer loyalty. It's simple to use too – just tell 'em you're going to leave. 

If you don't have any luck via the advertised ways of getting in touch, then it may be worth trying another route to the 'customer retentions' department – aka the Holy Grail of haggling – instead. (Note: This department might be called 'disconnections' externally, but make no mistake, customer retention's their job.)

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 BT 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?"

Don't panic if they call your bluff and say they'll disconnect you

Some people worry and get nervous to try this in case they're disconnected. Martin's easy 'get out of jail free' card on this is the phrase: "Hold on, I'll call you back on that. I'd like to check with my wife/husband/dog/goldfish first."

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 a faster connection. free calls or extra channels.

If you fail – try, try and try again

While unconfirmed, we hear rumours that at some companies different staff members have different quotas of how many deals they can do. 

Even if that's not true, it certainly feels like that to many. So you may have called the wrong person at the wrong time. Calling back a few days later and speaking to someone else may pay dividends.