Governance & trust · 8 entries
Most of what a buyer asks for at a counter is a concession, and most software answers by being agreeable. An agent that negotiates on your behalf without your authority is not a helpful agent, it is an unsupervised one. These eight asks are where that difference shows, and in every one of them the line is drawn by a setting you own.
No. Discount authority defaults to zero and credit terms are never promised — both escalate to a person. Where a request falls below the floor you have set, the agent says so and hands it over rather than negotiating, and what the floor is remains your setting rather than a default we chose for you.
The behaviour worth checking here is a refusal, not an answer.
The asks that arrive most often, and where agreeableness would cost you money
— the most-asked question in Indian B2B, and the one most worth refusing
Kitna discount milega?
UC-014HINGLISHDELHIPALANQUIN
What you'll observe
It does not offer one. Discount authority starts at zero, so an agent that has not been given room has none to give, and the ask goes to whoever actually decides.
Zero is the default rather than a value somebody remembered to set. A permission that has to be switched off is a permission somebody eventually forgets.
— a question about terms, which is a question about risk
30 days credit milega?
UC-015HINGLISHSURATPALANQUIN
What you'll observe
Escalated, never promised. Credit is a decision about whether this buyer pays, and nothing in a conversation tells you that.
— answered from real stock, or not answered
What you'll observe
From your live stock where it is connected. Where it is not, the honest reply is that a person will confirm — not a number that sounds like an answer.
Three cases where the agent's job is to stop, and to make stopping useful
— schemes are real, and they are data rather than goodwill
What you'll observe
Answered from the schemes you have actually set and named as such. A scheme the agent invented to be helpful is a discount you did not authorise wearing a friendlier word.
— the buyer wants more than this rep can give
What you'll observe
The counter-offer becomes the outcome that gets recorded, rather than the approval. Your team sees what was asked, what was offered instead, and what the buyer did with it.
— the order is small enough that the freight is the margin
What you'll observe
Handed to a person with the order's own numbers attached. Whether this one is worth waiving is a commercial judgement about an order value your team can see and the agent should not be guessing at.
Two cases where the disagreement is about arithmetic, and the record settles it
— a rate comparison across pack sizes
What you'll observe
The per-unit rate is shown for each pack so the buyer can see the reason, instead of being told the bigger one is better value and asked to take it on trust.
— they are not wrong, they are out of date, and those look identical
What you'll observe
Resolved against your own price history: what they were charged, when, and what changed since. A dispute settled from the record ends; a dispute settled by assertion comes back.
Yes — the authority is a setting, and the point is that it starts at zero rather than at something permissive. Widening it is a decision you make deliberately, and the agent stays inside whatever you set.
Go and test it. Our claims page prints the exact questions to send and what you should see, including this one, and invites you to try to break it — the answers there were measured on the live agent rather than written from what we expect it to say.
It goes to a person with the conversation attached, which is the difference between a refusal and a dead end. An agent that declines and drops the thread has cost you the order it was protecting.
Ask it: “Kitna discount milega?”
You're talking to the product. Nothing you send is added to any business's catalog.