Call times were collected and evaluated from two groups of telephone salespeople from a financial services firm. The first group were designated Top Performers (N=29). To qualify as a Top Performer a salesperson had to be in the upper echelon of producers for two consecutive quarters. The second group was identified as Underachievers (N=70). Underachievers averaged less than half the production of the Top Performers during the same period of time.
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