Five scripts that reliably get you back to the promo price.

Opening (to first-line agent):
"Hi, I need to cancel my internet service. My promotional rate has ended and I can't justify the new price."

When transferred to retention:
"I've been a customer for [X] years and I appreciate the service, but the price jumped from $[promo] to $[rack] a month. I've been looking at T-Mobile Home Internet / Starlink at $[price] per month. I'd like to stay if there's a way to get back to something close to my original rate."

If first offer comes:
"I appreciate that. What I'm hoping for is [target price] per month. Can you get me there?"

If they push back:
"I understand you may not be able to go lower. I'll need to cancel today if that's the best available. Can I speak to your supervisor about retention options?"

On acceptance:
"Great. Can you please confirm the new rate, the term length, and whether the price will change again at the end of that term? And can you email me the confirmation?"

Confirmation phrase: Ask for a confirmation number and a written confirmation by email before ending the call.

Before the call: get a competing quote from The Zebra (thezebra.com), Insurify, or Policygenius. This is your leverage. Without a real competing quote, the negotiation is weak.

Opening:
"Hi, I'm calling about my renewal. My premium increased from $[old] to $[new] and I need to understand why. I've also been comparing rates."

When they explain the increase:
"I have a quote from [competitor] for $[competitor quote] for comparable coverage. I'd like to stay with [your insurer] but I need you to match or beat that rate."

If they can't match:
"Can you review my discounts and make sure I'm getting everything I qualify for -- multi-policy, good-driver, and telematics?"

Note: switching insurers mid-term creates a gap in coverage history that some insurers charge a surcharge for. If you have a bundled home and auto policy, confirm the bundle discount still applies before committing to switch.

If you have filed a claim in the last 12 months: your leverage is lower. Focus on discount optimisation rather than rate matching.

Opening:
"Hi, I'm calling because my McAfee / Norton subscription just renewed at $[rack rate]. That's nearly three times what I paid last year and I'd like to cancel."

When the retention offer comes (expect $69.99 first):
"I appreciate that offer. I've been looking at Bitdefender at $49.99 and Microsoft Defender is included free in Windows 11. Can you match $49?"

Expected result: settlement at $49-59/yr.

If unsatisfied with the offer:
"I'm going to go ahead and cancel then. Can you confirm the cancellation and the refund timeline for the unused portion of my subscription?"

Note: McAfee publishes a 60-day money-back guarantee from the renewal date. Norton has a similar policy. Confirm the refund eligibility on the call and request an email confirmation.

This script is for individual account admins or team admins, not enterprise procurement. For enterprise ($50k+ ARR), see /procurement-playbook-for-saas.

Opening email or support ticket subject: "Renewal review -- [Company] account [ID] -- decision needed by [date]"

Body:
"We are reviewing our [vendor] renewal due [date]. Our current annual spend is $[amount].

We have been evaluating [Competitor A] and [Competitor B] over the past 30 days and have quotes in range of $[lower amount] for comparable functionality.

We'd like to continue with [vendor] if you can offer:
1. A renewal at [X]% below list price, or
2. The annual prepay rate (if available -- we're willing to pay upfront)
3. Removal of the auto-escalator clause for a 2-year commitment

Can you confirm your best offer by [date -- 10 business days]? We need to make a decision before [date]."

On the call:
Cite the competitor evaluation as real (it should be real). Ask for the "startup credit" or "educational rate" if any applies. Request a flat multi-year rate with no escalator for a 2-year commit.

Subject: Renewal review for account [account number / email] -- decision needed by [date]

Hi [support team / account manager name if known],

I am writing to review my [service name] subscription due for renewal on [date].

The renewal price of $[rack rate] is significantly higher than the promotional rate of $[promo] I paid in year one. I have been a customer for [X] years and value the service, but I cannot justify the [X]x increase without exploring alternatives.

I would appreciate:
-- A retention rate closer to my original pricing, or
-- Information about any available annual prepayment discounts

I need to make a decision by [date, 7 days from send date]. If I do not hear back by then I will cancel and explore alternatives.

Thank you for your time.

[Your name]
[Account ID]
[Contact phone if applicable]

Note: please confirm receipt and provide a written response by [date]. I will not accept verbal-only commitments.

The transfer stall

Being transferred between departments reduces churn propensity by approximately 15% per Forrester data. Transfers are friction. Stay on the line and restate your request each time.

The four-offer cascade

Agents are trained to make four sequential offers in ascending discount order. Do not accept the first offer unless it meets your target price.

The loyalty speech

Emotional appeal to years of service and relationship. It is real, but it is also a technique. Acknowledge it briefly and return to the price point.

The upgrade gambit

Offering a service upgrade or free add-on instead of a price reduction. Useful only if you actually want the upgrade. If you want a lower price, redirect: 'I appreciate the offer, but what I specifically need is a lower monthly rate.'