After this lesson
- Identify the next charge and commitment in a supplied offer.
- Explain a decision without assuming that every offer is either good or bad.
Write the goal before reading the offer
“I do not use this service” and “I need a cheaper plan” are different starting points. A temporary discount might help one customer and prolong a problem for another. Keep the original goal visible.
The practice pack offers a pause, a discount with a new commitment, and straightforward cancellation. All are fictional. For each, record the next payment date, future amount, commitment and steps needed to leave later.
Look at the language
Read a documented historical example from the source register, then annotate our own practice screen. Distinguish what the button says from what selecting it does. Support your observation with the visible wording or the printed terms.
A loaded sentence is worth noticing, but do not infer a company’s internal motive from one screenshot. Explain the effect you can demonstrate.
Your decision record
Choose one option for each supplied customer goal. A good answer can be “accept”, “decline” or “ask for more information”, provided the reasons follow from the evidence.
Bring the comparison table forward to next week’s exercise. You will check whether the resulting account state matches the decision.