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 4: Dana asked

If the fraud rules slip to Q2, what does that cost us?

Would ask again if no cost or date is given.

um
It belongs in the first 5 seconds
0:000:23, inside the 0:20–1:00 target
FillerLate pointWhere it belongs
Pace 141 words a minute1 fillersPauses well placed
um fillerlate pointstrong line

0:00It would cost us the false declines for another quarter. Right now that’s about 3. 1% of good payments being turned away. Um, I haven’t worked out the exact revenue figure,2 but I can send it to you this afternoon.1 The refunds bet doesn’t depend on it, so that would still go live in February.

Notes
1Honest and specific. Saying you’ll send the figure is better than guessing it.
2Know this number. A slipped quarter in money is the first thing finance will ask. Have it ready.

Your answer came at 0:00, inside the first 5 seconds. That’s what they want.

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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