Library › Customer Support & Success AI › Managers and team leads

Brief the AE with what to say and what to avoid

  • For Managers and team leads
  • You practice Setting limits and rules
  • Time about 5 minutes
  • Level Intermediate

About this exercise

Write a brief for the AE, Sam, before the renewal call, with exactly four lines starting "Risk:", "Evidence:", "Say:" and "Avoid:". Say gives two points; Avoid gives two things not to do. No discount above 5% without VP approval. Plain text, under 90 words.

Common mistakes when you ask AI for this

  • Following the AE's 15% plan. The AE wants to offer 15% right away. Try: Say: "No discount above 5% without VP approval."
  • Vague evidence. The AI writes 'usage is healthy'. Try: Say: "Evidence: 52 of 60 seats and 5 hours saved a week."
  • Wrong layout. The AI writes a long call plan. Try: Name the four labels.
  • Getting markdown back. AI adds bold and headings by default, which show up as stray symbols where this is pasted. Try: Say "plain text, no bold, no headings, no asterisks".
  • Trusting the AI to count words. AI is bad at counting and usually runs long, so a vague "keep it short" lands well over the limit. Try: Cap each part instead of the total, for example "each line under 15 words".

What a strong prompt includes

  • Asks for plain text
  • Sets a length limit
  • Names the labels
  • States the discount limit

Practice this now ↑

Related exercises