{"id":"cs-save-call-talk-track-approved-offers","audience":"managers","category":"support-work","technique":"constraints","track":"support","level":"intermediate","title":"Script a save call that offers only approved options","free":false,"task":"You have a call with a frustrated champion who is thinking of leaving. Write a spoken talk track with exactly four lines starting \"Listen:\", \"Own:\", \"Offer:\" and \"Next:\". The Offer line may use only the approved options in the policy, and promise no price cut. Plain text, under 100 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"ACCOUNT: Redwood Property Group, $54,000 ARR, renews Dec 31. Champion: Elena Cruz (operations director).\nWhat Elena said in her Nov 3 email: \"My team spent two weeks fixing bad data from your import. We're evaluating other vendors and I'm tired of being the one defending you.\"\nFacts: The Oct 6 import had a field-mapping error on our side; fixed Oct 20. 14 of her 30 users completed training so far.\n\nAPPROVED SAVE OPTIONS (no VP needed): (a) two free live training sessions; (b) a 30-day extension of the current term at no charge; (c) a named support engineer for 60 days.\nNEEDS VP APPROVAL: any discount or price change.\nAE's note: 'Offer 20% off, that always works.'","rules":[{"type":"plainText"},{"type":"maxWords","max":100}],"mistakes":[{"title":"Offering the discount","why":"The AE note says 20% off always works, and the AI puts it in the offer.","fix":"Add: \"No discount or price change; approved options only.\"","checks":["r2"]},{"title":"Making excuses","why":"The AI explains the import problem instead of owning it.","fix":"Say: \"Own the field-mapping error on our side.\"","checks":["r1"]},{"title":"Writing an email","why":"The AI writes long paragraphs, not spoken lines.","fix":"Say: \"Spoken talk track, four labeled lines.\"","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":"Names the four beats","patterns":["listen:","own:","offer:","next:"]},{"label":"Limits the offer","patterns":["approved","no discount"]}],"hint":"Save calls fail when the offer exceeds your authority. Name the beats, what to own, and the allowed offers.","rubricLabels":["The output is exactly four lines starting Listen:, Own:, Offer: and Next: in that order, written as spoken sentences","Own takes responsibility for the import field-mapping error on our side without blaming Elena's team, and Listen reflects the two weeks her team lost","Offer uses only approved options (training sessions, term extension or named support engineer) and mentions no discount, 20% or price change"]}