[Rogers] Rogers Wireless Retention Plans
Table of Contents
[ quickTag ]: Ctrl+F the tag to jump to that section.
1. Introductions [ rgr01 ]
2. Negotiations 101 ( Noisewater )[ rgr02 ]
3. Negotiation Tutorial ( Next_godfather )[ rgr03 ]
4. Negotiation Tutorial ( Sunnycnm5 ) [ rgr04 ]
5. Negotiation Tutorial ( Mrperfect | 7XKakq ) [ rgr05 ]
6. Price range Guide for $17.50 Voice Plan [ rgr06 ]
7. Retention Features & Addons [ rgr07 ]
8. Should You Take The Offer?[ rgr08 ]
9. Magic Words [ rgr09 ]
10. FAQ [ rgr10 ]
11. Tips [ rgr11 ]
12. Rogers Contacts [ rgr12 ]
13. Glossary [ rgr13 ]
14. New Customers & TOR [ rgr14 ]
15. Beginner's Guide ( Firestorm ) [ rgr15 ]
Introduction: [ rgr01 ]
The purpose of the thread is to assist the the community at large to discuss their wireless plans, learn about new deals and offers and most importantly to empower you to negotiate the best possible plan for your buck. The creation of this thread is made possible by the joint effort of many contributors from RFD who have taken their time to write the tutorials, guides, advice and share their expertise and we will try our best to keep this thread regularly updated.
Please be advised that no tutorial is better than the other and we all have different methods of doing things so it is important that you take all of this information and use it in the best possible way to maximize your savings and reach your ultimate goal.
What is this thread about?
This is about Rogers Wireless Retention Plans. Wireless companies do not want you to sign with a competitor. If you call in to cancel, you will be directed to the customer relations department so that they can negotiate into keeping you. It doesn't matter if you are still on a contract, after about three or six months of paying your bills on time Rogers will know that you are a customer worth keeping. It's not that easy to cancel. Don't worry about bluffing. You can always say that "you'll think about it" if the plan isn't something you're happy with and then hang up.
Remember to always be polite while speaking on the phone. They are human beings after all. If you're a dick to them, they'll be less inclined to help you out. I cannot stress this enough. I think most people in customer service can tell you they aren't exactly nice to customers who are angry and yell.
An easy way to get out is to ask them if you would be able to keep your number if you cancel now. You are supposed to go to the competitor so they can port your number so the answer will be no. That's a good reason to excuse yourself and hang up / get that last offer from them! firestorm.
Negotiations 101: by NoiseWater [ rgr02 ]
My Main Weapon:
Gut Check - Always go with your gut. Does your gut tell you that things are going south? End the call. Does your gut tell you that the agent who answered is not going to help? End the call. Your gut knows better than you, so listen to it.
a) Call Rogers
*611, 4,1,3,2. Don’t be afraid of the voice on the other end of the line and make the call.
b)Name, rank, serial, and how are you!?
Once you’ve given your info, ask them how they are. How has there day been? How was their weekend? BE SINCERE. Use their name sparingly throughout the conversation so you don’t sound like a serial killer.
Be friendly, be curious, be likeable. Likeable people get likeable results, end of story.
c) Gut Check
If things seem good, keep going. If not, end the call somehow. Disconnects are wonderful.
d) How can I help you?
They’re gonna ask so you better know what to say. What are you looking for exactly? Know what you want, then bring it up in a roundabout way. Knowing what you want makes you confident, not knowing makes you sound like a turd.
Start with a problem you are concerned with, ie. Not enough minutes. Use this to lead into what you want: ie. Bonus minutes. Enquire about pricing, what the feature all has, etc.
Don’t be afraid to ask them what they can do to help you. I do it all the time. “what can we do to help me/make it cheaper..." Phrase it in a way so that the possibility is suggested. Don’t say it like, “is there anything you can do?” If you imply that something can be done, they’re going to be more willing to make something happen. If you sound like a hopeless weenie you’ll get nothing.
They will tell you “what is possible” and you respond accordingly. They will either a) give it for free, b) offer it at subsidized rate, or c) tell you the book price.
At this point you can take it, leave it, or begin negotiations. But first, GUT CHECK.
Alright, if you haven’t ended the call at this point, and you didn’t immediately get what you want, you get to use the magic of your voice to woo the customer agent into helping you out.
So how do you do it? Well you get several approaches. The most common are…
a) make up a story that will get them to budge
b) be honest about it and convince them they need to budge
c) use sweet word magic to make them think that helping you was there idea
d) A combination of A to C
Let’s break it down:
1) Make Up a Story
If you use this approach, you get to tell lies. It’s not for everyone, but lord almighty is it effective. If you actually need this to be explained, here’s what you do. Come up with a story about why you need the credit/discount etc. It can be anything to back up your claims. It really doesn’t matter. If you get the rep to buy it and feel sympathetic, you win. Case closed. Getting the rep to buy it is the harder part, which incidentally is why you always want to be friendly. It’s easier to believe friendly people.
2) Be Honest
My preferred approach, mainly because it seems to work best for me (maybe I’m transparent?). Follow the steps listed beforehand, and once you reach the point of “here’s the price”, you get to tell it how it is. I will straight up say things like “look I don’t want to pay that much for this feature, because frankly I don’t think it’s worth that much.” Although as a disclaimer to that, I used that for my old plan. For this plan I have been extremely lucky by just saying that I want to keep my plan the same price, but I would really appreciate it and be very grateful if we could make it work with the new feature. It seems to work like mad for me.
3) Use sweet word magic
Oh yeah. This is the fun part. I use this in combination with being honest. What the hell is sweet word magic? It’s a combo of building rapport, embedded commands, and subconscious suggestion techniques. I really don’t feel like explaining this in depth because you could write a novel about it. Lucky for you, novels have been written about it! But that takes a long time to read. So here’s what you are going to do. Google the following and read up: Reid’s Manipulation, Embedded Commands, and NLP mirroring. Very interesting, very useful, and very effective. In fact, every time I’ve ever gotten anything it was through using these techniques to build ultimate rapport with the rep. It ALWAYS works if you do it right. If you do it wrong, it may not go as planned, hence why I don’t always get what I want every call.
Basically by using these, you direct the conversation where you want it to go without the other party realizing it. Using suggestive techniques, you plant the ideas in the convo, but the rep makes it their idea, and when it’s their idea, they will follow through. Is this immoral? In my eyes not at all. It’s a natural part of life to direct conversations in your favour. Obviously if you don’t like the idea of this, don’t use it. But just to let you know, you do it without meaning to or realizing it in different aspects of your life, so you might as well get good at it.
Combination of the 3
Basically this means do whatever it takes. Use everything in your arsenal and get what you want.
f) Finish it off
If you got what you wanted (it can take multiple calls so don’t despair), THANK THE REP SINCERELY! Let them know how much you appreciate their help. They’ll be happier, you’ll be happier, and everyone wins.
If you didn’t, by this point it’s probably too late to end the call with a *click* so just thank them for their help and call again.
g) Wash, Rinse, Repeat
If you got what you wanted, AWESOME! If not, that sucks, call and try again!
Keep altering and refining your approach until you get what you want! Good Luck!