levels.js

// Service Sales Playbook: Complete Training Guide
// 8 Discovery + 6 Value Positioning + 8 Objection Handling = 22 Levels
// Based on real wins: Mac Duggal, J. Peterman, One Condoms, Boston Proper, Sea to Summit, and more

export const LEVELS = [
  // ==========================================================================
  // STAGE 1: PROSPECTING & DISCOVERY (Levels 1-8)
  // Goal: Find the inefficiency in their current stack. Uncover pain they've accepted as normal.
  // ==========================================================================
  {
    id: 1,
    title: "Level 1: Finding Hidden Volume",
    location: "BREAK ROOM",
    category: "Discovery",
    prospectName: "Sarah from Mac Duggal",
    prospectDialogue: "Hey! We're using Gorgias right now and it's... fine, I guess? We're pretty happy with it. Our agents handle tickets and everything seems to work.",
    question: "How would you uncover the hidden pain they're experiencing with ticket volume?",
    referenceAnswer: "What are the top 3 questions your agents answer every day? If we could remove 30% of those questions so they never reach an agent, how much time and money would that save from reduced ticket volume?",
    hint: "Don't ask 'How many tickets do you have?' Ask about what agents spend time on repeatedly—look for WISMO and return policy questions.",
    passingScore: 80
  },
  {
    id: 2,
    title: "Level 2: Exposing Workflow Friction",
    location: "COPY ROOM",
    category: "Discovery",
    prospectName: "Mike from One Condoms",
    prospectDialogue: "Oh hey! Yeah, we use Zendesk. It works well enough. Our agents are pretty used to the IT ticket feel at this point.",
    question: "How would you expose the workflow friction they've accepted as normal?",
    referenceAnswer: "Walk me through how your agents edit orders. Do your agents have to leave the helpdesk to process it in Shopify? How many tabs do they have open right now?",
    hint: "Don't ask 'Do you like Zendesk?' Get them to visualize their agent's actual workflow—expose the 'Frankenstack' pain and tab fatigue.",
    passingScore: 80
  },
  {
    id: 3,
    title: "Level 3: Frankenstack Latency",
    location: "HALLWAY",
    category: "Discovery",
    prospectName: "Kevin from Amy Myers MD",
    prospectDialogue: "We're frustrated with Zendesk—it's very limited in how it integrates with our tech stack. We use Ordergroove for subscriptions and Friendbuy for referrals, and nothing talks to each other.",
    question: "How would you uncover the 'swivel-chairing' pain and position a 'Level 2 AI' that executes actions?",
    referenceAnswer: "When a VIP customer asks to edit a product subscription, can your agent execute that 'edit' action directly inside the chat window, or do they have to open a separate tab for Ordergroove, log in, and find the customer manually?",
    hint: "Don't ask 'Does your helpdesk integrate with your other apps?' Ask about executing actions vs. just retrieving information.",
    passingScore: 80
  },
  {
    id: 4,
    title: "Level 4: Hidden Manual Volume",
    location: "CONFERENCE ROOM",
    category: "Discovery",
    prospectName: "Owner at Bricoleur Vineyards",
    prospectDialogue: "We pride ourselves on being high-touch with our wine club members. Our staff manually handles a ton of questions about reservations via SMS. That personal touch is important to us.",
    question: "How would you identify the hidden manual volume while respecting their 'hospitality' value?",
    referenceAnswer: "What is the number one administrative question (like 'Can I make a reservation?') that your team types out manually every week? If we could place a button in their profile to solve that instantly, would that feel like better hospitality to your members?",
    hint: "Don't ask 'Do you want to automate?' Reframe: 'hospitality' means removing wait time, not manual typing.",
    passingScore: 80
  },
  {
    id: 5,
    title: "Level 5: The Duplication Fear",
    location: "MARKETING DEPT",
    category: "Discovery",
    prospectName: "Mallory from Marc Fisher Brands",
    prospectDialogue: "I'm resistant to launching Customer Hub because it feels duplicative. We already have Gorgias for support. Adding another widget just creates clutter on our site.",
    question: "How would you reframe Customer Hub as an 'Identity' tool rather than a 'Support' tool?",
    referenceAnswer: "I understand Gorgias handles your support tickets. But do you currently have a dedicated, personalized space for 'pre-sales nurture'—where a customer can see their loyalty points and recent orders without starting a ticket? Or are you forcing all those 'account' interactions into a 'support' widget?",
    hint: "Don't ask 'Would you like to replace Gorgias?' Reframe Hub as Identity/Nurture, not Support.",
    passingScore: 80
  },
  {
    id: 6,
    title: "Level 6: Operational Baseline",
    location: "OPERATIONS",
    category: "Discovery",
    prospectName: "Hani from Step One",
    prospectDialogue: "Here's the thing—we're about to switch to a new 3PL provider. Our ticket volume should drop by 60% after the move. So any pricing based on current numbers won't make sense.",
    question: "How would you handle a prospect whose operational baseline is about to change dramatically?",
    referenceAnswer: "Are there any major operational infrastructure changes—like a warehouse move, 3PL switch, or ERP migration—planned in the next 6 months that would artificially inflate or deflate your current ticket volume?",
    hint: "Don't ask 'What is your current monthly ticket volume?' Shift from contract signing to a Paid POC to establish a new baseline.",
    passingScore: 80
  },
  {
    id: 7,
    title: "Level 7: Concierge Search Pivot",
    location: "ECOMMERCE",
    category: "Discovery",
    prospectName: "CFO from Boston Proper",
    prospectDialogue: "We already use Searchspring for our site search. It works fine—customers can find products. I'm not sure why we'd need anything different.",
    question: "How would you pivot from basic search to position the Agent as a 'Concierge Search' experience?",
    referenceAnswer: "When a customer searches for a broad category like 'dresses,' how much work do they have to do to filter down to their specific style? If your search could act as a personal shopper that asks 'Where are you wearing this?' and refines results in real-time, how would that impact your conversion rate?",
    hint: "Don't ask 'Are you happy with your site search?' Contrast static results vs. guided, conversational discovery.",
    passingScore: 80
  },
  {
    id: 8,
    title: "Level 8: High-Stakes Guardrails",
    location: "PRODUCT TEAM",
    category: "Discovery",
    prospectName: "CTO from Sea to Summit",
    prospectDialogue: "Look, we're a technical outdoor brand. Our products can be life-or-death in extreme conditions. I'm terrified of AI giving dangerously wrong advice about gear ratings or temperature limits.",
    question: "How would you discover safety requirements and position the Guidance Tab as a compliance engine?",
    referenceAnswer: "What are the 'red flag' topics where an automated answer is actually dangerous for your brand? How do your agents currently identify those high-stakes tickets before they become a liability? We can configure the Agent to 'pump the brakes' on technical triggers like extreme temperatures and immediately hand off to a human.",
    hint: "Don't ask 'What kind of tone should the bot have?' Ask about dangerous topics where wrong answers create liability.",
    passingScore: 80
  },

  // ==========================================================================
  // STAGE 2: VALUE POSITIONING (Levels 9-14)
  // Goal: Sell the architecture (Unified vs. Siloed) and economics (Growth vs. Penalty), not features.
  // ==========================================================================
  {
    id: 9,
    title: "Level 9: Single Pane of Glass",
    location: "CEO'S OFFICE",
    category: "Value Positioning",
    prospectName: "Jamie using Zendesk",
    prospectDialogue: "Our agents work in Zendesk all day. They handle ticket numbers. Sometimes they have to dig to figure out if someone is a VIP or a first-time buyer. It takes time but it works.",
    question: "How would you position the 'Single Pane of Glass' advantage against Zendesk's siloed view?",
    referenceAnswer: "We show you the full customer journey, not just that they have a ticket open. Your agents can see marketing data, past orders, and predictive analytics right next to the chat. Plus, they can refund, cancel, or edit subscriptions without ever leaving the screen.",
    hint: "Sell Speed and Context. In Zendesk, the agent is an admin handling a ticket number—they don't know the customer without digging.",
    passingScore: 80
  },
  {
    id: 10,
    title: "Level 10: Deflection Economy",
    location: "FINANCE DEPT",
    category: "Value Positioning",
    prospectName: "Growing Brand on Gorgias",
    prospectDialogue: "We're growing fast but our support costs keep climbing with Gorgias. Every time we get more orders, we pay more for tickets. Is that just how it works?",
    question: "How would you position Klaviyo's deflection economy against Gorgias's penalty model?",
    referenceAnswer: "Gorgias penalizes you for growth. We want you to grow. That's why we put Customer Hub on your site—to let customers self-serve tracking and returns for a flat fee. We deflect the low-value tickets so you stop paying to answer them, and your agents can focus on higher value conversation.",
    hint: "Sell Alignment with Growth. Customer Hub deflects WISMO for a flat fee—you stop paying to answer 'Where is my order?'",
    passingScore: 80
  },
  {
    id: 11,
    title: "Level 11: Identity Engine",
    location: "MARKETING DEPT",
    category: "Value Positioning",
    prospectName: "Brand on Gorgias",
    prospectDialogue: "Our support system is pretty reactive—we wait for customers to submit tickets. Most of the time we don't know who they are until they've already got a problem.",
    question: "How would you position the 'Identity Engine' for pre-sales nurture vs. post-sales support?",
    referenceAnswer: "We utilize the 'Identity Engine.' Because Klaviyo owns the outbound channels (Email and SMS), we know who the shopper is the moment they click through to the site. We can 'auto-log' them into the Customer Hub, bypassing the friction of passwords. This means you can serve personalized content and loyalty status to 40% more of your traffic than a standalone helpdesk ever could.",
    hint: "In Gorgias, the customer is anonymous until they complain. We identify high-intent shoppers proactively.",
    passingScore: 80
  },
  {
    id: 12,
    title: "Level 12: Data Bridge",
    location: "IT DEPARTMENT",
    category: "Value Positioning",
    prospectName: "Wine Brand with Niche Tools",
    prospectDialogue: "We use Wine Hub for our loyalty program. It's a niche tool for wineries. I doubt Klaviyo has an integration with it, so this probably won't work for us.",
    question: "How would you position the 'Data Bridge' to bypass niche integration gaps?",
    referenceAnswer: "While we may not have a native integration with Wine Hub yet, we utilize a 'Data Bridge.' As long as the data—like 'Club Member Status' or 'Points'—exists on the Klaviyo profile (which Wine Hub syncs to), we can surface it in the Customer Hub. We display their tier status directly on your site and 'link out' to the Wine Hub portal for the transaction.",
    hint: "Sell Outcome over Integration. Use Klaviyo as the 'Display Layer' for the niche tool's data.",
    passingScore: 80
  },
  {
    id: 13,
    title: "Level 13: Zero-Party Data",
    location: "CMO'S OFFICE",
    category: "Value Positioning",
    prospectName: "Marketing Director",
    prospectDialogue: "Our support team has tons of conversations, but all that data just sits in the helpdesk. It never helps us with marketing. It's like two separate worlds.",
    question: "How would you position the Agent as a Marketing-Service Bridge using zero-party data?",
    referenceAnswer: "Every interaction the Agent has can be turned into a Profile Attribute. If a customer tells the Agent they're shopping for a 'winter expedition' or prefer 'boho style,' that data instantly syncs to their Klaviyo profile. You can then trigger a personalized flow based on that specific service conversation, turning a support ticket into a future sale.",
    hint: "Service as Lead Gen. Conversations in standard helpdesks are 'dead data'—ours inform future marketing.",
    passingScore: 80
  },
  {
    id: 14,
    title: "Level 14: Real-Time Catalog Expert",
    location: "PRODUCT TEAM",
    category: "Value Positioning",
    prospectName: "Ecommerce Manager at Sea to Summit",
    prospectDialogue: "Our products are highly technical. Customers constantly ask about weight differences, temperature ratings, compatibility... Our FAQ can't cover every comparison. Agents spend forever looking this stuff up.",
    question: "How would you position the Agent as a 'Real-Time Catalog Expert' for technical comparisons?",
    referenceAnswer: "Because we ingest your Shopify product feed directly, the Agent doesn't just 'know' your products—it can compare them. It can explain the technical difference between two sleeping bags or two pairs of shorts in real-time without you ever having to write a support article for it.",
    hint: "Traditional bots can only answer what's in manually written FAQ articles. We compare products dynamically.",
    passingScore: 80
  },

  // ==========================================================================
  // STAGE 3: OBJECTION HANDLING (Levels 15-22)
  // Goal: Navigate fear and doubt with specific rebuttals from successful transcripts.
  // ==========================================================================
  {
    id: 15,
    title: "Level 15: AI Hallucination Fear",
    location: "BOARDROOM",
    category: "Objection Handling",
    prospectName: "CEO from J. Peterman",
    prospectDialogue: "Look, I've heard about AI going rogue. Our website has 1,800 pages, half of them are outdated with broken links. What if your AI hallucinates and tells customers the wrong thing? That could destroy our brand.",
    question: "How would you address the fear of AI hallucination while maintaining credibility?",
    referenceAnswer: "I understand that fear. We don't have to let the AI scrape your entire website. We can 'fence' it in. We will only point it to your FAQ page and your Shipping Policy. You control exactly what it knows. We can even upload a specific PDF of 'Approved Answers' so it never guesses.",
    hint: "Don't try to convince them AI is 'magic.' Offer 'Curated Control'—let them limit exactly what the AI knows.",
    passingScore: 80
  },
  {
    id: 16,
    title: "Level 16: Price Per Interaction",
    location: "FINANCE DEPT",
    category: "Objection Handling",
    prospectName: "CFO from Mac Duggal",
    prospectDialogue: "I'm looking at these numbers... $0.70 to $0.90 per AI conversation? That could add up fast. With our volume, this could be way more expensive than our current flat-rate tools.",
    question: "How would you reframe the pricing to show the blended cost advantage?",
    referenceAnswer: "Let's look at the full picture. Yes, the AI is $0.70 per resolution, but Customer Hub has zero marginal cost per interaction. If we drive 30% of your traffic to the Hub to check order status, those interactions are free. When you blend that with the AI costs, your average cost per contact drops significantly—often below what you're paying now for a flat-rate tool that requires human staffing.",
    hint: "Reframe to 'Blended Cost per Contact.' Customer Hub deflection is free and offsets AI costs.",
    passingScore: 80
  },
  {
    id: 17,
    title: "Level 17: Migration Timing",
    location: "OPERATIONS",
    category: "Objection Handling",
    prospectName: "Operations Manager",
    prospectDialogue: "This sounds interesting, but it's October. We're heading into Black Friday and the holidays. There's NO WAY we can migrate our helpdesk right now. Can we talk in February?",
    question: "How would you address the migration timing concern without losing the deal?",
    referenceAnswer: "We don't have to rip and replace everything today. We can start with Customer Hub. It sits on top of your site and integrates with your existing helpdesk. You get the benefit of ticket deflection and personalization immediately without retraining your agents. We can move the helpdesk over in Q1 when things settle down.",
    hint: "Use the 'Crawler' Approach. Start with Customer Hub—no operational disruption, immediate deflection value.",
    passingScore: 80
  },
  {
    id: 18,
    title: "Level 18: Phone Support Required",
    location: "CALL CENTER",
    category: "Objection Handling",
    prospectName: "Support Director",
    prospectDialogue: "Wait—we run a big call center. Our customers love calling us. Does Klaviyo support phone calls? Because that's a dealbreaker if you don't.",
    question: "How would you handle the phone support requirement honestly?",
    referenceAnswer: "If you are running a heavy call center, we might not be the right fit just yet—Voice is coming in 2026. However, many of our customers find that by using our SMS deflection and AI Agent, their phone volume drops by 40%, making the phone channel much less critical. Is Voice a strategic channel for you, or just a necessary evil?",
    hint: "Be transparent about the roadmap, but reframe: Is Voice strategic or reactive? SMS deflection often reduces call volume by 40%.",
    passingScore: 80
  },
  {
    id: 19,
    title: "Level 19: Custom Phone System",
    location: "IT DEPARTMENT",
    category: "Objection Handling",
    prospectName: "VP of Operations",
    prospectDialogue: "We use Dialpad for our phone system. It has all our call metrics, barging, recording... everything. If your helpdesk doesn't integrate with Dialpad, we can't switch. Phone is our biggest channel.",
    question: "How would you handle the custom phone system integration objection?",
    referenceAnswer: "We understand that phone is often your highest volume channel. You don't have to leave your phone provider. Many of our customers keep their specialized phone tools for those deep metrics (like call barging) and manually log the ticket in Klaviyo for the customer's history. We are also building direct integrations with major providers like Aircall to make this seamless soon.",
    hint: "Use the 'Two-Platform Integration' Strategy. Keep their phone tool for metrics, use Klaviyo for customer history.",
    passingScore: 80
  },
  {
    id: 20,
    title: "Level 20: Content Management Burden",
    location: "GLOBAL OPS",
    category: "Objection Handling",
    prospectName: "Global Operations Lead",
    prospectDialogue: "Here's the thing—we have 3 regional storefronts with 3 separate Klaviyo accounts. Are you telling me I need to upload the same 50 documents into each instance? That's a nightmare to manage.",
    question: "How would you address the multi-region content management burden?",
    referenceAnswer: "You shouldn't have to manage documents manually. By pointing the Agent at your regional storefront URLs and help centers, it automatically crawls and learns from the content you've already published. It 'scrapes' your existing knowledge, so your content management happens in one place—your website—and the Agent stays updated across all regions automatically.",
    hint: "Use the 'Scrape, Don't Upload' Playbook. The Agent learns from their existing web content automatically.",
    passingScore: 80
  },
  {
    id: 21,
    title: "Level 21: Consumption Pricing Fear",
    location: "PROCUREMENT",
    category: "Objection Handling",
    prospectName: "Finance Lead from Step One",
    prospectDialogue: "Consumption pricing makes me nervous. Buying 'per conversation' feels risky when we don't know what our volume will be after the migration. I need predictable costs, not a blank check.",
    question: "How would you address the consumption pricing unpredictability fear?",
    referenceAnswer: "You aren't signing a blank check. We operate on a 'Bucket Model.' You buy a set number of successful resolutions upfront (e.g., a bucket of 10,000). Since you are unsure of the volume post-migration, let's start with a 'Small Bucket' to establish a baseline. If you run out, you can top it up. This keeps your initial commitment low while we gather the data to accurately forecast your future needs.",
    hint: "Use the 'Bucket & Rollover Model.' Start with a small bucket to establish baseline, top up if needed.",
    passingScore: 80
  },
  {
    id: 22,
    title: "Level 22: Hub Duplication Objection",
    location: "THE EXIT DOOR",
    category: "Objection Handling",
    prospectName: "CX Lead from Marc Fisher",
    prospectDialogue: "I keep coming back to this—Customer Hub feels like it duplicates Gorgias. We already have a chat widget. Adding another one creates clutter. Our site will look messy with two widgets fighting for attention.",
    question: "How would you overcome the 'duplication' objection and position invisible integration?",
    referenceAnswer: "We operate with a 'Meet You Where You Are' philosophy. We have a first-class integration with Gorgias. If you want Gorgias to own the chat experience, we can hide the Klaviyo widget entirely so there is no visual conflict. Instead, we can initialize the Customer Hub only when the customer clicks 'My Account' or 'Track Order.' This keeps your site clean and lets Gorgias own support while we power the account experience.",
    hint: "Use the 'Invisible Integration' approach. Hide the widget, show Hub only on 'My Account' or 'Track Order' clicks.",
    passingScore: 80
  }
];