This is a guest post from Jonathan Smith. During my first year as a sales desk manager, I spent a large amount of my time listening to the recorded calls our sales people made with clients. Internal wholesalers on my team were making these calls to brokers. To those not in the financial world this sales process can be compared to that of a pharmaceutical rep. The pharmaceutical rep sells to the doctor and the doctor prescribes to the clients. In the financial sales world, the wholesaler sells to the advisor and the advisor then presents to the clients. The typical day for someone on my team consisted of around 75 phone calls in the hopes that fifteen people would be live on the line and speaking. As you can imagine, some conversations went great, with the client getting all of the information they were hoping for and even some they didn’t know they needed. On the other hand, some calls weren’t so great, with clients getting poor service and no information that would help them or their business. It wasn’t until recently that I realized how relevant the concepts of behavioral analysis apply to environments other than safety and security.