{"id":"cs-renewal-prep-qa","audience":"customer-success","category":"support-work","technique":"verification","track":"support","level":"beginner","title":"Prep renewal answers with the right uplift math","free":false,"task":"Your renewal call with Pinecrest Schools' finance director is tomorrow. Write a prep sheet as exactly 3 Q&A pairs, each starting \"Q:\" and \"A:\", answering: what will the renewal cost, why is it going up, and what did they use this year. Show the uplift math using the cap in the signed contract. Plain text, under 110 words.","materialLabel":"Account notes (attached to your prompt automatically)","material":"Pinecrest Schools - renewal July 1\n\nFrom the signed MSA (Section 6.2): \"Annual price increases shall not exceed 7%.\"\n\nCurrent annual fee: $48,000 (300 teacher seats)\n\nOld pricing note in CRM from 2024 (before contract): \"Standard uplift 10% at renewal.\"\n\nUsage this year:\n- 281 of 300 seats active in the last 30 days\n- 12,400 assignments graded through the platform\n- Parent messaging turned on in April, used by 9 of 14 schools\n\nWhy the increase: hosting costs up, plus the new parent messaging module was added mid-year at no charge.\n\nTheir finance director, Gloria Mbeki, prefers short answers and has asked twice about \"hidden fees.\" There are none.","rules":[{"type":"maxWords","max":110},{"type":"plainText"}],"mistakes":[{"title":"Using the old uplift note","why":"The AI grabs the 10% CRM note instead of the contract cap.","fix":"Say: \"Use the 7% cap in the signed contract, not the old CRM note.\"","checks":["r1"]},{"title":"Hiding the math","why":"The AI states a price without showing how it got there.","fix":"Ask: \"Show the math: $48,000 x 1.07 = total.\"","checks":["r1"]},{"title":"No fixed shape","why":"The AI writes talking points and headings instead of Q&A.","fix":"Say: \"Exactly 3 Q&A pairs, each starting Q: and A:.\"","checks":["r0","plainText"]},{"title":"Trusting the AI to count words","why":"Prep notes balloon with extra tips.","fix":"Cap it: \"each answer under 25 words.\"","checks":["maxWords"]},{"title":"Vague usage","why":"The AI says usage was strong without numbers.","fix":"Ask: \"Use the actual usage numbers from the notes.\"","checks":["r2"]}],"promptHints":[{"label":"Uses the contract cap","patterns":["7\\s*%","contract","cap"]},{"label":"Asks for the math","patterns":["show.{0,15}(math|calculation)","x 1\\.07"]},{"label":"Sets the Q&A shape","patterns":["q:","q&a","question.{0,20}answer"]},{"label":"Sets a word limit","patterns":["\\d+\\s*words"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown"]}],"hint":"Two different uplift numbers are in the notes. Tell the AI which one governs, and ask it to show the math.","rubricLabels":["Has exactly 3 pairs, each question starting with 'Q:' and each answer with 'A:'","The cost answer uses the 7% contract cap with the math shown ($48,000 x 1.07 = $51,360), not 10% or $52,800","The usage answer uses numbers from the notes (281 of 300 seats active, 12,400 assignments, or parent messaging in 9 of 14 schools)"]}