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Yeah I have been coaching them beforehand about giving TMI. I used to sell AT&T b2b. When they did the phone interview at the end, if they said anything other than yes or no, the interviewer would ask to speak to me, hang up and we would have to call back in to do another phone interview. If they couldnt get through it in 3 times, you would lose the sale.
Coaching beforehand is always a great idea!
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Does 5 star not do a PHI?
It's completely optional with 5-Star.