TopSales works out what's actually in the way — hassle, price, or a machine that ends up unused — writes the answers into a mind card, and lets that card change the move: send a link, make a call, or hold off this round. Then it runs the follow-up itself. We're paid only on the increment.
2–5% of customers held out at random. We're paid only on incremental net GMV. Conversations and orders on this page are illustrative.
This customer said two things: “Let me think. The last one had to be taken apart and washed every day. We stopped using it. Message me after 8pm.” Asking the price doesn't make it a price objection; daily washing doesn't make it a no. So the card sorts three ways — confirmed, inferred, still unknown.
How much is this one?
Let me think. The last one had to be taken apart and washed every day. We stopped using it. Message me after 8pm.
1 machine, 2 years ago · no repeat order since
That's all. Two messages, plus their past orders.
| Field | Current reading | Evidence |
|---|---|---|
| Cares about | Whether daily use is a hassleinferred | "taken apart and washed every day" |
| Afraid of | Buying something that sits unusedinferred | "we stopped using it" |
| Stuck on | Whether this model is just as hard to cleanunconfirmed | They described the last one, not this one |
| Current mood | Cautious, stallinginferred | "let me think" |
| Shift | From asking price to explaining why the last one failed | Order of the two messages |
| Still unknown | Which cleaning step bothers them most; whether price is also an obstacle | Not asked yet |
The next thing to confirm is the last row: which cleaning step they least want to do.
“Washed every day” decides what to ask first; “after 8pm” decides when to make contact. Each of the three calls carries its reason — and any new reply can overturn one.
| Call | Decision | Why |
|---|---|---|
| Push or not | No order push — settle the upkeep worry first | Upkeep is the live issue, but they haven't said which step bothers them most |
| When | Contact today, 20:10 | The customer said "after 8pm" |
| Who | TopSales AI this round — unless the customer names their old rep | About usage habits and upkeep, not price negotiation |
20:10 — the AI sends one message: which cleaning step bothers you most?
None of this is final: a new reply from the customer can overturn any of it.
A message at 20:10. The customer answers “mainly the milk tube,” then adds “I only drink black coffee.” The AI follows both, until the customer asks for the link himself.
"You said the last one had to be taken apart and washed every day. Was the worst part the milk tube, or the grounds and drip tray?"
"Mainly the milk tube. I only drink black coffee. Just call me."
He drinks black coffee and it's the milk tube, so that's what the AI covers:
AI"You drink black coffee, so here's what black coffee leaves you: empty the grounds, rinse the drip tray. Use the milk line and you clean that too. Is that acceptable day to day?"
Customer"Yes. I just don't want to take the milk tube apart every day. Send me the link."
"Here's the model we just went through, with the cleaning notes so you can check them."
Dialogue is illustrative; product facts follow the brand's confirmed cleaning notes for this model. Four things went right: ask which step hurts → say plainly what it takes → wait for acceptance → let them ask for the link.
“Mainly the milk tube” names the worry; “I only drink black coffee” fills in the habit. Those words go back on the card. The order reads paid, so the next step becomes: stop chasing this sale.
| Field | Before | After |
|---|---|---|
| Worry | Upkeep — which step, unknown | Milk tube is the dealbreaker — "mainly the milk tube" |
| Habit | Not yet known | Black coffee only — "I only drink black coffee" |
| Acceptable | Not yet known | Accepts the cleanup just described — "yes" |
| Intent | "Let me think" — still hesitatinginferred | Asked for the link — "send me the link" |
Card updated to "purchased"; refunds and cancellations stay tracked.
Next step: stop chasing this sale.
Customer just says no: record "declined, reason unconfirmed" and stop pushing this model. Upkeep only goes on the card if they say so.
Customer goes quiet: record "no reply, worry still unconfirmed" and re-judge whether and when to follow up — silence is not the same as no interest.
Paid orders stay tracked for refunds and cancellations. What counts is the net GMV left behind; replies only steer the next step.
From an agreed customer list, 2–5% are held out at random and keep running as before; the rest are followed up with TopSales. Same period, same refund and cancellation basis, then compare net GMV per customer between the two groups.
No TopSales. Net GMV per customer recorded as-is.
AI decides whether to push, when, and who. Net GMV per customer recorded.
=(net GMV per customer, TopSales − net GMV per customer, holdout) × customers in TopSales group
We take an agreed share of positive increment only. No increment, no cut.
The sale above explains the follow-up; it is not proof of increment. Increment is estimated from the randomised holdout — with a small base or wide order values, results will swing. Observation window, refund basis, our share, and how swings get settled all go into the contract up front.
We agree the eligible customers, the holdout, and the settlement terms before anything starts. No system access needed — an export of past conversations is enough.
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