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Script a reply to a discount request using the real annual deal

  • For Customer support teams
  • You practice Setting limits and rules
  • Time about 5 minutes
  • Level Intermediate

About this exercise

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.

Common mistakes when you ask AI for this

  • Offering a custom discount. The AI invents a 10% loyalty discount. Try: Say: "Only the published annual plan; no custom discount."
  • Hinting a manager can approve. The AI says 'let me check with my manager'. Try: Say: "Do not suggest a manager may approve one."
  • Pressuring him to stay. The AI adds urgency. Try: Say: "No pressure."
  • 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

  • Names the lines and ref
  • Names the published offer
  • Rules out invented discounts
  • Asks for plain text
  • Sets a length limit

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