{"id":"sales-pricing-error-apology-reply-once","audience":"sales","category":"sales-work","technique":"tone","track":"sales","level":"intermediate","title":"Reply to an upset prospect after a pricing error, with one apology","free":false,"task":"A prospect is upset because the first quote had an error. Reply in plain text under 110 words, starting \"Hi Jordan,\". Apologize exactly once, state the corrected total and what caused the difference in one clause, don't blame anyone by name, and don't offer a discount. End with a specific next step with a date. Don't use the words \"unfortunately\" or \"inconvenience\". The last line must be exactly \"Next step: walk-through Thu Nov 12, 10 am ET.\"","materialLabel":"Quote history and the prospect's message (attached to your prompt automatically)","material":"Prospect: Jordan Ellis, operations manager at Stonefield Builders. Rep: Beth Kane.\n\nQuote v1 (Nov 2): 20 licenses at $38/month = $9,120 per year. It was an error: it used the 2025 price list.\nQuote v2 (Nov 4, corrected): 20 licenses at $42/month x 12 = $10,080 per year (the 2026 price list).\n\nJordan's email (Nov 5): \"You sent me $9,120 and now it's $10,080?! I already told my boss the first number. This is embarrassing. Is there anything else you'll change?\"\n\nBeth's notes: the error was made by the new sales coordinator, Marlon (do not name him). Discount authority: none for this deal. No other changes: the quote now matches the current price list in full.\nNext available time: Beth can walk Jordan through the corrected quote on Thu Nov 12 at 10 am ET.","rules":[{"type":"maxWords","max":110},{"type":"plainText"}],"mistakes":[{"title":"Over-apologizing","why":"The AI says sorry three times.","fix":"Add: \"Apologize exactly once.\"","checks":["r0"]},{"title":"Blaming a person","why":"The AI names Marlon or the coordinator.","fix":"Add: \"Don't blame anyone by name.\"","checks":["r1"]},{"title":"Offering a discount","why":"The AI offers 5% off to calm him.","fix":"Add: \"Don't offer a discount.\"","checks":["r2"]},{"title":"Banned words and vague close","why":"The AI writes 'unfortunately' and 'let me know'.","fix":"Add: \"No unfortunately or inconvenience; end with a dated next step.\"","checks":["r2","maxWords","plainText"]}],"promptHints":[{"label":"Sets the opener","patterns":["hi jordan"]},{"label":"Limits apologies","patterns":["once","one apology"]},{"label":"States the corrected total and cause","patterns":["10,080","price list","cause"]},{"label":"Bans blame and discounts","patterns":["blame","discount"]},{"label":"Ends with a dated step","patterns":["thu(rsday)? nov(ember)? 12","next step"]}],"hint":"Limit the apology, ask for the corrected total and cause and a dated next step.","rubricLabels":["Starts with \"Hi Jordan,\" and apologizes exactly once","States the corrected total of $10,080 per year (20 x $42 x 12) and that the first quote used the 2025 price list, without naming Marlon or blaming anyone","Answers that nothing else will change, offers no discount, ends with a specific next step on Thu Nov 12 at 10 am ET, and uses neither unfortunately nor inconvenience, and the last line is exactly \"Next step: walk-through Thu Nov 12, 10 am ET.\""]}