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While students may be able to answer BKP questions regarding effective techniques in each of those areas, actually doing it on the phone with a live customer requires a different skill set.
During the first week of class, students in the experimental group completed the SSPS and BKP instruments.
Students in the control group completed the SSPS, BKP, and AASC at the beginning of the semester, and they completed the post-test of all three instruments at the end of the semester.
A quasi-experimental nonequivalent control group research design was conducted on the SSPS, BKP, and AASC.
A significant Group x Time interaction was present with large effect sizes for each of the five questions in the BKP (see Table 1).
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