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If the customer is eligible for a promotional discount, then there will be no problem, we can give it to her as long as it is part of our upsell protocol and we are authorized to do it. If we are not allowed to give a discount, then proper customer education and call handling will do the trick. In this situation, I usually tell her "I do apologize if I cant give a discount for this service, but I can assure you that this is a very competitive price and we value your money, if there will be any promotions or discounts available in the future, I would gladly send you a reminder and keep you up to date"
Scripting may vary since I actually came from technical support and discounts are usually being handled by sales & billing department but I rarely transfer my calls to other departments, but we also have the authority in tech support to put promotions and big discounts especially if it is an irate customer and threatening to cancel. It will mainly depend on your scope of work if it is possible to you to give it.
