{
 "id": "15.8",
 "title": "Objections and answers",
 "department": "Product marketing",
 "department_slug": "product-marketing",
 "direction": null,
 "branded": false,
 "status": "draft",
 "owner": "Param",
 "last_verified": "Mon Oct 26",
 "holds": "Every objection heard, with the honest answer",
 "urls": {
  "html": "https://handbook.joinsquareup.com/product-marketing/objections-and-answers",
  "markdown": "https://handbook.joinsquareup.com/product-marketing/objections-and-answers.md",
  "json": "https://handbook.joinsquareup.com/product-marketing/objections-and-answers.json"
 },
 "other_directions": [],
 "tldr": {
  "headline": "Every objection we expect, answered honestly with the screen to show",
  "points": [
   {
    "icon": "chat",
    "text": "Agree with the worry first, then say what it does today and show the screen."
   },
   {
    "icon": "lock",
    "text": "No posting, no budget changes: connections are read only; posting with your yes is v2."
   },
   {
    "icon": "clock",
    "text": "If the answer is not yet, name the version that brings it, never a date."
   },
   {
    "icon": "warn",
    "text": "No objection has been logged from a real call yet."
   },
   {
    "icon": "heart",
    "text": "Privacy and money are answered by a named person, never by the character."
   }
  ],
  "stat": {
   "value": "7",
   "label": "days to delete data"
  },
  "decide": "Do drafts or reads train anyone's AI model, and how long do we keep data?",
  "mood": "waiting"
 },
 "sources": [
  "brand-directions/book/content/i.js i-3 founder-questions, partner-questions; i-6 read-only, the-answer",
  "brew origin/main a559de6: SCOPE.md:13-24, 36-39; legal-pages.js:20-33, 40-42; DUMMY.md:22; claims.js:88; team-brief.js:20; tools/prod-env.sh:9; public/app.js:3334; docs/handover/product/08-demo-guide.md:8",
  "brew working tree docs/pricing.md:3, 44, untracked",
  "handbook content/product/personas.md, content/sales-and-partnerships/pricing-and-packaging.md",
  "memory: brew-access-rules, brew-shopify-app-review, brew-pricing-parked, never-disconnect-arata-meta, brew-live-stores"
 ],
 "open_questions": [
  "**Do drafts or reads train anyone's AI model?** No source answers it. Proposal: check the Vertex terms for our project, then add one line to the privacy page and a row here.",
  "**How long do we keep data after a brand leaves?** No source says. Proposal: 90 days, then delete, written into the privacy page.",
  "**What do we say to a store that is not a fit?** Proposal: say so plainly and offer the demo stores instead of a read.",
  "**Do we name Gemini in public?** Proposal: yes, as Google Cloud's AI, since the privacy page already says AI models on Google Cloud."
 ],
 "parts": {
  "Answer": "Every objection we expect from founders, marketers, agencies and partners, with the honest answer today and the screen to show; the list comes from the old book checked against the code, and no objection has been logged from a real call yet.",
  "Today": "### What founders ask\n\n| Objection | Honest answer today | Show | Source |\n|---|---|---|---|\n| Will it post things on my accounts | No. It reads, drafts and writes a brief; you or your people post. Posting with your yes is v2 | The brief and its To line | [src: brew/SCOPE.md:20] [src: brew/SCOPE.md:36-38] |\n| But it posts to Slack | Only to the Slack channel your team picks, and only what your team sends there | Settings, Connections, Slack | [src: brew/public/app.js:3334] [src: brew/legal-pages.js:22] |\n| Will it touch my ad budget | No. Connections are read only: it looks, never posts, pauses or moves budget. Running ads inside your rules is v4 | The connect sheet | [src: brew/SCOPE.md:14] [src: brew/legal-pages.js:22] |\n| Is this generic AI content | Every card shows why it is there and the proof behind each number, from your own store | Why this, and the proof, on one card | [src: brew/SCOPE.md:13] |\n| Will it make claims I cannot back | Drafts drop any code, guarantee, timed result or health claim your store does not back | A draft's claims check | [src: brew/claims.js:88] |\n| Who makes the final thing | You choose: your team, your agency, a designer, a media buyer, a creator, a video editor or our team | The brief's Send to list | [src: brew/team-brief.js:20] |\n| Why do I have to sign in | A read belongs to the brand's own team, so it asks for Google sign in with your work email; a personal email is pointed to the demo stores | The sign in wall | [src: brew/SCOPE.md:24] [src: memory brew-access-rules] |\n| Can I see what worked | Not yet. Measuring was cut from v1 and comes in v3 | The four versions | [src: brew/SCOPE.md:39] |\n| What does it cost | Free during the design partner preview. Pricing comes after the partnership | The preview terms | [src: brew/legal-pages.js:40] [src: memory brew-pricing-parked] |\n| Is my data safe | It reads public pages and what you connect, read only; keys are encrypted and only your team sees them | The privacy page | [src: brew/legal-pages.js:20-22] |\n| Where is my data kept | On Google Cloud; AI models on Google Cloud write the Plays and drafts; some public data comes through data providers | The privacy page | [src: brew/legal-pages.js:28] |\n| Can I delete it | Yes. Ask, and our team deletes the read, Plays, jams and keys within 7 days and tells you | Settings, Delete my data | [src: brew/DUMMY.md:22] [src: brew/legal-pages.js:32] |\n| How long does a read take | About 3 to 4 minutes for a read | The read | [src: brew/docs/handover/product/08-demo-guide.md:8] |\n| Is it right for my store | Built for founder led stores with their own catalog and some reviews; a read shows quickly whether it fits | Paste your store | [src: handbook content/product/personas.md] |\n| Does it work inside Shopify | The Shopify app is built and was submitted for review on 21 Oct; until it is approved, connect Shopify from the web | The Shopify connect sheet | [src: memory brew-shopify-app-review] |\n\n### What agencies, partners and investors ask\n\n| Objection | Honest answer today | Source |\n|---|---|---|\n| Can my agency run many brands here | Not yet. Each client is its own invite; a brand switcher is later | [src: handbook content/product/personas.md] |\n| Will it make my agency look replaceable | It drafts and briefs; you decide and ship, and the brief can be written for your agency | [src: brew/team-brief.js:20] |\n| Why not a general AI chat | A chat knows only what you paste. This reads the store first and shows the source of every number | [src: brew/SCOPE.md:11-13] |\n| Does your team do the work | Our team can ship a brief when a brand picks it, priced per brief and never bundled in a plan | [src: brew/SCOPE.md:20] [src: brew working tree docs/pricing.md:44] |\n| Which AI do you use | Gemini on Google Cloud today | [src: brew/tools/prod-env.sh:9] [src: brew/legal-pages.js:28] |\n| Who are the design partners | Real brands working with us now; we never name them without their yes | [src: memory brew-live-stores] |\n| How many brands use it | Five design partner prospects on production; never quote a customer count | [src: memory brew-live-stores] |\n| What stops someone copying it | What each brand's read learns grows every week; the rest is open | [src: brand-directions/book/content/i.js i-3 partner-questions] |\n\n### Rules for every answer\n\n- Agree with the worry first, then say what it does today and show the screen [src: brand-directions/book/content/i.js i-3 founder-questions]\n- Never answer an objection with a result, a lift or a customer story; we have none to share [src: brand-directions/book/content/i.js i-3 founder-questions]\n- Privacy and money are answered by a named person, never by the character [src: brand-directions/book/content/i.js i-6 read-only]",
  "Tomorrow": "| Item | Version | Tag |\n|---|---|---|\n| Every objection heard in a real call logged with its date and the founder's words | v1 | New |\n| Posting objections answered with the yes before every post, and undo | v2 | New |\n| Results objections answered with how each live pick went | v3 | New |\n| Budget objections answered with the rules, the cap and undo the founder sets | v4 | New |\n| The Shopify answer changes the day the app is approved | v1 | Changes |\n| The agency answer changes when the brand switcher ships | v2 to v4 | Changes |",
  "How we do it": "1. After every call, add each objection heard to the [interview and call library](/research-and-insights/interview-and-call-library) in the founder's words.\n2. If it is new, add a row here with the honest answer and its source in the code.\n3. If the honest answer is \"not yet\", say which version brings it, and never a date.\n4. When an answer changes because the product changed, change the row the same day, and check [claims we can make](/product-marketing/claims-we-can-make).\n5. The privacy reply, ready to send from a named person:\n\n```\nShort version: we read public pages, we keep your read so you can use it, and anything you connect is read only.\nWhat we read: your store's public pages, public reviews, ads in Meta's public Ad Library, your rivals' public sites, and what AI assistants answer about your category.\nConnected accounts are read only and their keys are stored encrypted. Only your team sees what they show. Slack posts only to the channel you pick.\nWant it removed? Reply here from your work email with your store's address and we delete it and confirm.\n```",
  "Numbers": "| Metric | Definition | Where measured | Status |\n|---|---|---|---|\n| Objections per call | Distinct objections heard in one call | Interview and call library | Proposed |\n| Top objection | The objection heard most in the last 30 days | Interview and call library | Proposed |\n| Objections with no row | Heard objections not yet answered here | This page against the library | Proposed, target zero |",
  "Open": "1. **Do drafts or reads train anyone's AI model?** No source answers it. Proposal: check the Vertex terms for our project, then add one line to the privacy page and a row here.\n2. **How long do we keep data after a brand leaves?** No source says. Proposal: 90 days, then delete, written into the privacy page.\n3. **What do we say to a store that is not a fit?** Proposal: say so plainly and offer the demo stores instead of a read.\n4. **Do we name Gemini in public?** Proposal: yes, as Google Cloud's AI, since the privacy page already says AI models on Google Cloud."
 }
}