Meh, it was one test. That doesn't say much really. If you want it to become usable data you need many phones. That is pretty standard stuff really. When I was a MS tech support it was something similiar. It wasn't that comprehensive, but reading that really makes it come back. It's how all support works, becuase you know why? It works. It's like putting flowers and stuff at the entrance in grocery shops, it works. Or commercials or anything really. EDIT: Look at what the commenters on the article say. I think pretty much every single salesperson and support people go through something similiar. Also, I might be wrong about it "working", but that's the impression I got when working at support.