The document provides tips on how to handle tough or argumentative questions using the ABC method: 1) Agree with a shared concern expressed in the question; 2) Bridge to making the responder's own point; 3) Convince the audience by ending strongly on the core message. An example is given of using ABC to respond to a question about why the enrollment process can't be simplified.

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DEALING WITH TOUGH QUESTIONS

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Example of a bad interview

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How do you handle tough or
argumentative questions?
It’s as easy as ABC!

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Agree with a shared concern: “You’re absolutely right…”
Bridge to your point:
“That’s why…” or
“What I can tell
you is…” or
“The good news is…”
Convince your audience: end strongly on core
message.
ABC’s of Staying on Message

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5
Question:
ABC Examples
Yes, we hear a lot from consumers who have questions about the
enrollment process, and what plan is best for their family.
We just talked to a consumer who said this process was too
complicated, so she gave up – why can’t you simplify the enrollment
process?
The good news is, free personalized help is available!
Find a shared concern to AGREE with:
BRIDGE to your point:
Anyone who visits GetCoveredAmerica.org/Connector can schedule an
appointment to meet in-person with an assister in their neighborhood.
CONVINCE your audience: