- "First, tell the caller to do this. Then tell them to do that. Then, they'll pick this option and they'll be where they should be."
The assumption that you can tell callers what to do leads to a logical fallacy.
- If callers obey instruction n they'll obey instruction n + 1.
You can present the business people with call statistics that show you lose a percentage of callers on every question asked in a dialog, but often the message doesn't sink in. It's a matter of assumptions, and getting people to change unvoiced assumptions is a difficult thing indeed.