{"id":"wri-sales-explain-overage-charges","audience":"sales","category":"explaining","technique":"examples","title":"Explain usage overage charges with the customer's own numbers","free":false,"task":"A customer asked how overage charges would work on their plan. Explain in under 80 words, plain text, using their actual October usage as the example with the math on its own line, and end with the one way to avoid overages. No jargon ('overage tier', 'usage-based billing', 'consumption', 'true-up'). Write a prompt that gets that.","materialLabel":"Their question and account details (attached to your prompt automatically)","material":"EMAIL from Marcus Lee (Ops, Ridgeline Clinics):\nBefore we renew, can you explain how the extra text message charges work? I don't want surprises.\n\nACCOUNT DETAILS (RemindMe, appointment reminder texts)\n- Plan: Growth, $300/month, includes 5,000 texts.\n- Extra texts: 4 cents each. (The old price sheet said 5 cents; changed to 4 cents in July.)\n- Ridgeline's October usage: 6,200 texts. Extra: 1,200 texts x $0.04 = $48. October total: $348.\n- Scale plan: $400/month, 10,000 texts included.\n- Ridgeline's monthly average this year: 5,900 texts. Scale would cost more than Growth plus extras for them right now.\n- Ways to avoid extras: turn off the second \"reminder of the reminder\" text in Settings > Reminders (cuts usage by about 25%).","rules":[{"type":"maxWords","max":80},{"type":"plainText"}],"mistakes":[{"title":"Trusting the AI to count words","why":"AI is bad at counting. Ask for \"under 80 words\" and it often lands well over.","fix":"Cap each part: \"3 sentences under 18 words plus one math line.\"","checks":["maxWords"]},{"title":"Explaining in the abstract","why":"The AI explains the pricing model instead of using their October numbers.","fix":"Say it: \"Use October: 6,200 texts, 5,000 included.\"","checks":["r0"]},{"title":"Old price or no math","why":"The AI may use 5 cents from the old sheet, or skip the math.","fix":"Add: \"Math line: 1,200 x $0.04 = $48.\"","checks":["r1"]},{"title":"No way to avoid it","why":"The AI ends with \"let me know if you have questions\" or pushes the bigger plan.","fix":"Add: \"End with turning off the second reminder text. No billing jargon. Plain text.\"","checks":["r2","plainText"]}],"promptHints":[{"label":"Sets a word limit","patterns":["\\d+\\s*words","word (limit|count)"]},{"label":"Uses their numbers","patterns":["6,?200","october","their (usage|numbers)"]},{"label":"Shows the math","patterns":["math","0\\.04","own line"]},{"label":"Ends with how to avoid it","patterns":["second reminder","avoid","end with"]},{"label":"Bans jargon","patterns":["jargon","overage tier","consumption"]}],"hint":"Customers trust pricing they can check with their own numbers. Tell the AI to use their month, show the math and end with how to avoid it.","rubricLabels":["Uses Ridgeline's October usage: 6,200 texts against the 5,000 included","Shows the math on its own line using 4 cents (1,200 x $0.04 = $48, for a $348 month), not 5 cents","Ends with the way to avoid overages (turning off the second reminder text in Settings > Reminders), and uses none of these: overage tier, usage-based billing, consumption, true-up"]}