Heather is good! JF is not! But that young woman... I feel sorry for her!
Currently JF is using their 'soft voice'...
I disagree completely that Heather was good. I'm on the same side as her and she wasn't making any sense - she was flustered; didn't understand the inital, very simple, question... She won't have got anyone thinking.
In contrast, JF was calm, measured, articulate...
Many people don't listen to what is being said, especially when it isn't clear what is being said, and will go largely on how the individual present themselves and how they come across.
Totally wasted opportunity IMO.