Great question. I also advocate making your interviews active instead of passive. Think you have a good candidate? Great. The next step is to have them take something home with them, such as a script you use. They should review it and have a mock role play with you as a customer. Did they prep? How did it go? Did they suddenly lose interest in the role or reschedule your mock role play... again and again...? Utilizing eLearning is even a better option. Would be happy to discuss, Tori, as a follow-up to this piece.

The amount of money wasted by not interviewing properly is huge, not only in salary but in revenue not earned because sales aren't being made by the hire.