{"id":"cs-pricing-change-talk-track-three-qa","audience":"customer-success","category":"support-work","technique":"grounding","track":"support","level":"intermediate","title":"Prepare approved answers for three pricing-change questions","free":false,"task":"Prepare answers for three customer questions about the price change. Format each as \"Q:\" then \"A:\" on the next line, three pairs in the order given, each answer under 25 words. Use only the approved statements, and where a statement says we cannot predict something, say so. Plain text.","materialLabel":"Your material (attached to your prompt automatically)","material":"PRICING CHANGE TALK TRACK (approved statements for CSMs)\nThe increase starts Jan 1 for monthly customers. Annual customers keep their current price until their renewal date (for example, renewal on Mar 10 means the new price starts Mar 10).\nWHY: the new prices reflect added features (SSO and audit log) and higher costs. No other reasons are approved.\nLOCKING THE OLD PRICE: only possible by renewing early for a 12-month term before Dec 31, at the current price. No other price locks exist.\nFUTURE INCREASES: we cannot predict future pricing; any change is announced at least 60 days in advance.\n\nQUESTIONS (in order)\n1. Why is the price going up?\n2. Can we lock in the old price?\n3. Will there be another increase next year?\n\nSales draft: 'Tell them this is the last increase for years.' (Not approved and not known.)","rules":[{"type":"plainText"},{"type":"maxWords","max":110}],"mistakes":[{"title":"Promising no more increases","why":"The sales draft says this is the last increase for years.","fix":"Say: \"We cannot predict future pricing; 60 days notice.\"","checks":["r2"]},{"title":"Offering other price locks","why":"The AI invents a price-lock option.","fix":"Say: \"Only an early 12-month renewal before Dec 31.\"","checks":["r1"]},{"title":"Wrong layout","why":"The AI writes talking points in paragraphs.","fix":"Show Q: then A: on the next line, three pairs.","checks":["r0"]},{"title":"Getting markdown back","why":"AI adds bold and headings by default, which show up as stray symbols where this is pasted.","fix":"Say \"plain text, no bold, no headings, no asterisks\".","checks":["plainText"]},{"title":"Trusting the AI to count words","why":"AI is bad at counting and usually runs long, so a vague \"keep it short\" lands well over the limit.","fix":"Cap each part instead of the total, for example \"each line under 15 words\".","checks":["maxWords"]}],"promptHints":[{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Sets a length limit","patterns":["\\d+\\s*words","word (limit|count)","under \\d+"]},{"label":"Shows Q and A layout","patterns":["q:","a:"]},{"label":"Limits to approved statements","patterns":["approved","only"]}],"hint":"Talk tracks must stay inside approved statements. Name the questions, the layout and what to say about the unknown.","rubricLabels":["The output has exactly three Q: lines in the order given, each followed by an A: line","Answer 1 says the new prices reflect added features (SSO and audit log) and higher costs, and answer 2 says only an early 12-month renewal before Dec 31 locks the current price","Answer 3 says we cannot predict future pricing and that any change comes with at least 60 days notice, with no claim that this is the last increase"]}