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Reply to an upset prospect after a pricing error, with one apology
- For Sales and customer success
- You practice Getting the tone right
- Time about 5 minutes
- Level Intermediate
About this exercise
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."
Common mistakes when you ask AI for this
- Over-apologizing. The AI says sorry three times. Try: Add: "Apologize exactly once."
- Blaming a person. The AI names Marlon or the coordinator. Try: Add: "Don't blame anyone by name."
- Offering a discount. The AI offers 5% off to calm him. Try: Add: "Don't offer a discount."
- Banned words and vague close. The AI writes 'unfortunately' and 'let me know'. Try: Add: "No unfortunately or inconvenience; end with a dated next step."
What a strong prompt includes
- Sets the opener
- Limits apologies
- States the corrected total and cause
- Bans blame and discounts
- Ends with a dated step
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