Q&A: sceptical audience

Yesterday at 13:05Dana, finance director4 questions, asked again on 1
3.7
Q&A handling, effective
Question by questionLengthScore
1You’re asking for two hires. What happens to the plan if we only approve one?0:234.5 Strong2Instant refunds sound expensive. What happens to fraud losses if we refund before we’ve checked?↳ Asked againthen answered0:252.3 Emerging3Completion jumped from 41 to 58%. How much of that was your fix, and how much was the time of year?0:204.3 Effective4If the fraud rules slip to Q2, what does that cost us?0:233.5 Effective
Question 2: Dana asked

Instant refunds sound expensive. What happens to fraud losses if we refund before we’ve checked?

Would ask again if the answer doesn’t give a number or a limit.

um
you know
It belongs in the first 5 seconds
0:000:25, inside the 0:20–1:00 target
FillerLate pointWhere it belongs
Pace 153 words a minute2 fillersPauses well placed
um fillerlate pointstrong line

0:00Um, so, that’s a really good question.2 We’ve worked closely with the risk team on this, and, you know, they’re comfortable with the approach. Most refunds are small, and the customers asking for them are mostly people we already know, so we don’t expect it to be a big problem.1 And we’ll be watching it closely when it goes live.

Notes
1Give the number first. Dana asked what happens to losses. “Not a big problem” isn’t an answer a finance director can use.
2Skip the warm-up. “That’s a really good question” spends your first seconds. Start with the answer.

Your answer arrives at 0:17. In Q&A it should come in the first 5 seconds.

Your weakest answer, made stronger
Instant refunds sound expensive. What happens to fraud losses if we refund before we’ve checked?
You scored 2.3 Emerging. Lead with the limit and the cost, in numbers.

Losses stay small, because large refunds are still checked first.

The risk team has agreed the approach with us, and most refunds come from customers we already know. We’ll review the numbers daily when it goes live, and that’s why it’s safe to approve the refunds bet now.

Built from your own words: answer first, then the reason, then back to your ask.

What to keep
  • Q1 The answer comes first, then the reason, then what still lands.
  • Q3 A direct answer, backed by a comparison with last year.
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