{"id":"cs-renewal-price-objection-reply","audience":"customer-success","category":"support-work","technique":"constraints","track":"support","level":"intermediate","title":"Answer a price-increase objection without discounting","free":false,"task":"Write the reply to Carlos. First line exactly \"Hi Carlos,\" and last line exactly \"Naomi, Customer Success\". Show the 7% increase math and then the 2-year option with its 5% discount, each as a one-line calculation. Offer no other discount. Plain text, under 110 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"CUSTOMER EMAIL (Carlos Mena, Fenwick Print, Nov 5): \"The renewal quote came in 7% higher than last year. That's hard to accept when budgets are tight. Can you do better?\"\n\nACCOUNT: Current annual fee $20,000. Renewal Jan 15.\nCONTRACT: renewal increases capped at 7%.\nOPTIONS WE CAN OFFER (approved): (1) 1-year renewal at the capped price. (2) 2-year commitment: 5% off the renewal price, each year.\nVALUE POINTS: Fenwick prints 3,400 more labels per month since go-live; they closed the Austin office in October (7 fewer users, but fee unchanged).\nNOT APPROVED: any other discount, seat reduction credit, or price freeze.\n\nAE note: 'Say we can probably reduce the fee further if he pushes.'","rules":[{"type":"plainText"},{"type":"maxWords","max":110}],"mistakes":[{"title":"Hinting at more discounts","why":"The AE note says to say we can probably reduce it.","fix":"Add: \"Offer no other discount or hint of one.\"","checks":["r2"]},{"title":"No calculations","why":"The AI says 'a modest increase' without numbers.","fix":"Say: \"Show each price as a one-line calculation.\"","checks":["r1"]},{"title":"Missing exact lines","why":"The AI writes 'Dear Carlos' and 'Best'.","fix":"Give both exactly.","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":"Asks for calculations","patterns":["calculation","math","x 1\\.07|1\\.07"]},{"label":"Bans extra discounts","patterns":["no other discount","no hint","only these"]}],"hint":"Price replies need clear numbers and a firm limit. Show the math, name the two options and ban extra offers.","rubricLabels":["The first line is exactly \"Hi Carlos,\" and the last line is exactly \"Naomi, Customer Success\"","Shows $20,000 x 1.07 = $21,400 for the 1-year renewal and $21,400 x 0.95 = $20,330 per year for the 2-year option","Offers no other discount, price freeze or seat credit, and does not say the fee may be reduced further"]}