{"id":"cs-save-discount-decision-for-cro","audience":"executives","category":"support-work","technique":"verification","track":"support","level":"advanced","title":"Frame a save-discount decision for your CRO with the math","free":false,"task":"Your CRO, Leah, must decide on a save discount for Norvell Health ($140,000 ARR). Write exactly 4 plain-text lines starting \"Ask:\", \"Math:\", \"Evidence:\" and \"Recommendation:\". The Math line compares the AE's 15% request with the customer's own stated range, in dollars. Evidence should note where the AE's claim and the customer's email disagree. The Recommendation is a suggestion for Leah to decide, not a decision. Under 120 words.","materialLabel":"Account notes (attached to your prompt automatically)","material":"Norvell Health - renewal Dec 31 - ARR $140,000\n\nAE (Brett) Slack, Nov 3: \"They'll walk without 15% off. Need approval today.\"\n\nEmail from Norvell's VP Ops, Carla Dunn, Nov 1:\n\"We want to stay. I need something to show our board. A reduction in the 8-10% range, or a better rate for a two-year commitment, would get this approved.\"\n\nUsage: 92% of seats active. Health Green. No open escalations.\n\nDiscount policy: CRO approves anything over 10%. Multi-year deals can include up to 10% off per year.\n\nCompetitor: Brett says they got a quote from a competitor at \"about 20% less.\" No document seen.\n\nFinance note: every 1% off is $1,400 per year.","rules":[{"type":"maxWords","max":120},{"type":"plainText"}],"mistakes":[{"title":"Trusting the AE's urgency","why":"The AI repeats \"they'll walk\" and recommends 15%.","fix":"Ask: \"Compare the AE's claim with the customer's email.\"","checks":["r2"]},{"title":"Hiding the math","why":"The AI talks about percentages without dollars.","fix":"Ask: \"Show each option in dollars: 15% = $21,000 off.\"","checks":["r1"]},{"title":"Treating a rumor as fact","why":"The AI cites the competitor quote as evidence.","fix":"Add: \"Mark anything nobody has seen as unconfirmed.\"","checks":["r2"]},{"title":"Deciding for the exec","why":"The AI says \"approve\" as if it were the decision.","fix":"Say: \"Recommend for Leah to decide.\"","checks":["r2"]},{"title":"No fixed shape","why":"The AI writes a long memo with headings.","fix":"Say: \"Exactly 4 plain-text lines: Ask:, Math:, Evidence:, Recommendation:, each under 28 words.\"","checks":["r0","plainText","maxWords"]}],"promptHints":[{"label":"Names the four lines","patterns":["ask:.{0,30}math:","recommendation:"]},{"label":"Asks for dollar math","patterns":["dollars?","\\$","math"]},{"label":"Compares the sources","patterns":["compare","disagree","email","carla"]},{"label":"Flags unconfirmed claims","patterns":["unconfirm","unseen","not seen","rumou?r","competitor"]},{"label":"Leaves the decision to Leah","patterns":["leah.{0,20}decide","for (her|leah) to decide","suggest"]}],"hint":"The AE and the customer say different things. Ask the AI to put both side by side in dollars and leave the call to Leah.","rubricLabels":["The four lines start with 'Ask:', 'Math:', 'Evidence:' and 'Recommendation:', in that order","Math shows 15% = $21,000 off ($119,000) against 8-10% = $11,200-$14,000 off ($128,800-$126,000)","Evidence notes Carla's email asks for 8-10% or a two-year rate while the AE says 15%, the competitor quote is described as unseen, and the Recommendation is framed as a suggestion for Leah to decide"]}