{"id":"cx-discount-request-script-no-authority","audience":"customer-support","category":"support-work","technique":"constraints","track":"support","level":"intermediate","title":"Script a reply to a discount request using the real annual deal","free":false,"task":"Write two lines starting \"Say:\" (what the agent says to the customer, under 35 words) and \"Do not say:\" (one thing the agent must avoid, under 15 words). Then the line \"Script ref: DISC-2\". Do not offer any discount agents cannot give. Plain text.","materialLabel":"Your material (attached to your prompt automatically)","material":"CUSTOMER MESSAGE (Chris Lund, monthly plan $20)\n\"I've been with you two years. Can you give me 30% off? Otherwise I'm cancelling.\"\n\nPOLICY - DISCOUNTS\n- Agents cannot create custom discounts or promise one.\n- The only published offer: the annual plan, 15% cheaper than paying monthly ($204 per year instead of $240), billed once a year. Customers can switch in Settings > Billing.\n- Do not say a manager may approve a discount.\n- If the customer wants to cancel, support must process it without pressure (see cancellation steps).\n\nACCOUNT\nChris has been a customer for 2 years 3 months. No previous discount.","rules":[{"type":"plainText"},{"type":"maxWords","max":80}],"mistakes":[{"title":"Offering a custom discount","why":"The AI invents a 10% loyalty discount.","fix":"Say: \"Only the published annual plan; no custom discount.\"","checks":["r1","r2"]},{"title":"Hinting a manager can approve","why":"The AI says 'let me check with my manager'.","fix":"Say: \"Do not suggest a manager may approve one.\"","checks":["r2"]},{"title":"Pressuring him to stay","why":"The AI adds urgency.","fix":"Say: \"No pressure.\"","checks":["r1","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":"Names the lines and ref","patterns":["say:","do not say:","script ref: disc-2"]},{"label":"Names the published offer","patterns":["annual plan","\\$204","15%"]},{"label":"Rules out invented discounts","patterns":["no custom","don'?t (offer|promise)","only the published"]},{"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+"]}],"hint":"Name the lines and last line, name the one real offer and say what to avoid promising.","rubricLabels":["The output has a line starting Say: and a line starting Do not say: and the last line is exactly \"Script ref: DISC-2\"","The Say line declines the 30% and mentions the annual plan at $204 instead of $240 (15% cheaper) via Settings > Billing, without pressure","The Do not say line warns against promising or hinting at a custom discount or a manager approval"]}