First things first: every wrong option in the puzzle is something a sensible person does. The reasoning is what matters — if you can defend a different call to Lena, you may have found a better answer than ours.

The six calls

1 · The gluten-free question — TWO moves, in order. First write the fact into the knowledge base (Menus & prices: "all menus available gluten-free with two days' notice"), then have the agent draft the reply. Draft only the reply and next month's agent — and next month's you — face the same question with the same empty handbook. When an agent lacks a fact, the fix is the knowledge base, not a longer brief.

2 · The Friday summary — a skill. Recurring, identical: the brief you'd otherwise retype every Friday IS the skill's text. The biggest model buys nothing — the task is repetitive, not hard.

3 · The angry supplier draft — just ask. One-off, one sentence: "make this polite but firm, keep the delivery deadline." A skill for a task you do once is a laminated Post-it; a tone guide in the handbook is a fine idea — for another day.

4 · The 8% discount — yours. The trap. The Planner can argue either side beautifully, which is exactly why it can't decide: the Company page says it — an agent drafts and checks; it decides neither. But "keep the agent out of it" is the other half-wrong answer: delegate everything around the decision.

5 · The clause it keeps misreading — a bigger model. Three different readings with the same brief: the brief isn't the problem, the judgement is. Pasting the clause into the handbook would just give the same brain the same hard text in a new place.

6 · CHF 150 in an old chat, CHF 120 in the handbook — decide, then fix the handbook. Which price is true is a decision (yours). Where it lives is not negotiable: one fact, one home, and the home is the page every agent reads. Correcting the quote by hand fixes today and repeats next Friday.

The 8% conversation, as it should go

Planner: 1. 8% of CHF 5'700 (60 × Winter Feast at CHF 95) is CHF 456; the order would come to CHF 5'244. 2. The handbook says Bellevue holds "big parties, short notice" and is invoiced at the hotel — it has no order history, so I can't confirm "such good clients". 3. YES draft: … NO draft: …

You: We'll say no to the 8%, but offer free delivery on their next event under 25 guests. Turn the NO draft into that.

Three things made that good: the cost was derived, the missing history was flagged instead of invented, and the decision — including the creative counter-offer — came from you.

The sticky note

Facts into the handbook. Routines into skills. Hard reads to the big model. One-offs: just ask. Decisions stay in this chair.

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