{"id":"cs-rival-mention-live-response-script","audience":"sales","category":"support-work","technique":"tone","track":"support","level":"intermediate","title":"Script a live response when a customer mentions a rival","free":false,"task":"Ines just said they are looking at another vendor. Write what you say out loud in three labeled lines: \"Acknowledge:\", \"Ask:\" and \"Offer:\". The Ask is one open question about what she needs fixed, not about price. The Offer is a requirements review at the time you are free. Name no competitor, do not mention price or discounts, and make no comparisons. Plain text, under 75 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"CALL NOTES - Delmar Print - Nov 5\nContact: Ines Cabral, operations director.\nInes said they are \"looking at Rivalo too\" because Rivalo quoted lower. Our contract is $62,000 a year and renews Jan 31.\nHer stated pain: monthly reports take her team two days to build.\nDiscount authority: none for CSMs; any pricing conversation goes through the AE.\nUnverified: another customer said Rivalo had an outage in October. Source: a conference chat.\nYou (CSM Kofi) are free Thursday Nov 12, 10am to noon, for a one-hour review.\nInes tends to go quiet when she feels pushed.","rules":[{"type":"plainText"},{"type":"maxWords","max":75}],"mistakes":[{"title":"Mentioning the rival or the rumor","why":"The AI uses the outage story to compare.","fix":"Say: \"Name no competitor and do not use the rumor.\"","checks":["r2"]},{"title":"Jumping to price","why":"The AI offers a discount or a price match.","fix":"Say: \"Do not mention price or discounts; the Ask is about what she needs fixed.\"","checks":["r1","r2"]},{"title":"Writing a paragraph","why":"The AI writes a single email-style reply instead of three beats.","fix":"Say: \"Three lines starting Acknowledge:, Ask:, Offer:.\"","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":"The AI runs long and cannot count its own words.","fix":"Cap each part (\"each line under 12 words\") and add \"under N words in total\".","checks":["maxWords"]}],"promptHints":[{"label":"Names the three beats","patterns":["acknowledge","offer"]},{"label":"Bans competitor talk","patterns":["no competitor","name no","don't name","do not name"]},{"label":"Keeps price out","patterns":["price","discount"]},{"label":"Gives the offer time","patterns":["thursday","nov 12","10"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Sets a word cap","patterns":["\\d+\\s*words","under \\d+","word"]}],"hint":"Live scripts need short spoken beats. Tell the AI what to avoid saying, not just what to say.","mission":"Keep Ines talking after she mentions another vendor.","musts":["Ask what needs fixing","Offer requirements review","No price or competitors"],"rubricLabels":["The output has exactly three lines starting \"Acknowledge:\", \"Ask:\" and \"Offer:\", written to be spoken aloud","The Ask is one open question about what she needs solved (such as the slow reports) and is not about price; the Offer is a one-hour requirements review on Thursday Nov 12 between 10am and noon","It does not say Rivalo or any competitor name, does not mention the outage rumor, price, discounts or the contract amount, and makes no comparison"]}