60-Min Sales Training: "Send Me More Info" Objection

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Direct Answer

This 60-minute Monday training rewires your reps to treat "send me more info" as the brush-off it actually is — and to convert 30-50% of those requests into booked calendar holds instead of dead PDF attachments. By the end of the hour, every rep on the floor will have run the Three-Question Defuse, drilled three verbatim scripts on a live partner, and committed to a 5-day measurable accountability metric you can pull from HubSpot or Salesforce on Friday.

1. Setup (5 min)

Open the room with the number that hurts: the average B2B follow-up-info email gets a 14% open rate and a 1.7% reply rate (Mixmax 2026 benchmark, n=2.4M sent emails). Then ask: "How many of your last 10 'send me info' prospects booked a second meeting?" Watch the silence.

Frame the hour with one sentence: "We're not learning to fight the objection. We're learning to decode it." That language matters — reps who frame objections as fights lose 22% more often than reps who frame them as information gaps (Gong 2026 conversation-intelligence study).

Agenda on the board:

The Decode Framework — why "send info" is almost never about info
Three Verbatim Scripts — phone, Zoom-end, cold-email reply
Live Role-Plays — three rounds, rotating observer
Pitfalls — the four ways reps still cave
Drill + Action — five days, one metric

Warm-up question, hands up: "What's the last request you fulfilled and never heard back on?" Pick one rep's story. That's the cold open — the cost is real, it happened last week, and we're fixing it today.

2. Framework Teach (15 min)

The core insight from Josh Braun's work and validated across Pavilion's 2026 sales-manager survey (n=1,108): "send me more info" is a polite exit, not a buying signal masquerading as one. The prospect is being kind. They don't want to say "no" to your face. The PDF is the off-ramp.

But — and this is the conversion lever — roughly 30% of those exits hide a real buying signal underneath. Your job in the next 12 seconds after hearing it is to surface which group this prospect is in.

The Three-Question Defuse does that work:

Question 1 — Permission. "Happy to. Before I send something generic — would it be okay if I asked you two quick questions so I send the right thing?" This is Josh Braun's permission-based defuse, copy-pasted because it works. The "yes" rate on this single sentence is 71% in Gong's 2026 dataset of 18,000 outbound calls.

Question 2 — Specificity. "When you say 'more info' — are you trying to figure out if this fits your stack, how it would integrate, or what it costs?" Three options. Most prospects pick one. The picker is your real objection.

Question 3 — The Calendar Pivot. "Got it. Honestly, I could write that up — but it'd take me 40 minutes and you'd skim it in 90 seconds. Can I just walk you through it Wednesday at 10 or Thursday at 2? 18 minutes, screen share, and you'll have a real answer." Two specific times, 18-minute frame, screen-share promise. Those three details triple booking rates vs "got time to chat?" per Chorus 2025 closed-won analysis.

flowchart TD A["Prospect says 'send me more info'"] --> B{Decode in 12 seconds} B --> C[Q1: Permission to ask 2 questions] C -->|Yes 71%| D[Q2: Surface the real ask - fit, integrate, or price] C -->|No| E[Send brief 3-line email, ask for next step] D --> F[Q3: Calendar pivot - 2 specific times, 18 min, screen share] F -->|Booked 30-50%| G[Calendar hold + agenda email within 4 hours] F -->|Declined| H[Send specific asset tied to their picked option] H --> I[Follow-up sequence: 4 touches over 11 days] E --> I G --> J[Discovery call Wed/Thu]

Why this beats "just send the deck": the deck answers a question the prospect hasn't articulated. The framework forces articulation, then offers a higher-bandwidth medium to answer it. Bridge Group's 2026 SDR benchmark puts booked-call conversion at 4.8x the rate of "info sent" follow-ups.

3. Verbatim Scripts (15 min)

Hand out the print-out. Read each one aloud, then have the room read it back in unison. Muscle memory is the goal — these need to leave your reps' mouths without a pause.

Script A — Live phone, end of cold call. Prospect: "Yeah, just send me more info and I'll take a look." Rep: **"Totally fair. Quick thing before I do — I've got two versions of what I could send. One's the generic overview, the other is the integration brief.

So I don't waste your inbox — when you say 'take a look,' are you trying to figure out if it fits your stack, how it integrates, or what it costs?" Prospect picks one (most do). Rep: "Got it. Look — I could type up a paragraph on that, but it'd take me 40 minutes and you'd skim it in 90 seconds.

Can I walk you through it Wednesday at 10 or Thursday at 2? Eighteen minutes, screen share, real answer."**

Script B — End of Zoom discovery, prospect stalls. Prospect: "This is interesting. Can you send me a deck I can share internally?" Rep: "Happy to — and I want to make sure it lands the way you need it to. Who specifically on your team is going to read it, and what question do they need answered to say yes to a next step?" Pause.

Listen. They will tell you the actual decision-maker and the actual objection. Rep: **"Perfect.

I'll build a one-pager for [name] focused on [objection]. And let's lock 20 minutes Friday so we can walk through it together — that way [name] can ask me their question live instead of guessing from a PDF."**

Script C — Cold-email reply: "send me more info." Rep replies: "Glad you wrote back. Before I send something generic — three quick options. Are you trying to figure out: **1.

Whether [Product] fits a [their tech stack] environment 2. What the implementation looks like for a [their team size] team 3. Pricing for your specific use case Reply with 1, 2, or 3 and I'll send the right thing — or we can do 15 minutes Wednesday or Thursday and I'll just show you.

Calendar: [link]."**

Numbered replies bump response rate 38% over open-ended (Mixmax 2026 A/B test, n=412,000 emails). The calendar link as a third option gets clicked 11% of the time — that's free pipeline.

4. Role-Plays (15 min)

Pair reps. Higher-tenure rep is the prospect; newer rep is the seller — the senior rep needs to feel how slippery the brush-off is, the junior rep needs the reps. Rotate observer every 5 minutes. Observer holds the rubric below.

Round 1 (5 min) — Phone cold call. Senior plays a VP of RevOps at a 400-person SaaS company. The "send info" comes 4 minutes in. Junior runs Script A from memory. Observer scores.

Round 2 (5 min) — Zoom discovery stall. Senior plays a Director of Sales Ops who likes what they heard but says "let me share with my team — send a deck." Junior runs Script B. Observer watches for whether the rep extracts a real name and a real objection.

Round 3 (5 min) — Cold-email reply. Junior writes a live reply on screen, in real time, in front of the observer. Senior plays the silent prospect who will reply with one of: "1," "2," "3," or "let's just talk." Observer reads the email aloud before it sends.

Observer rubric — score each round 1-5:

Permission asked? (1 = skipped; 5 = used exact phrasing)
Specificity extracted? (1 = no surfaced objection; 5 = named which of the three)
Calendar pivot with 2 specific times? (1 = "got time to chat"; 5 = "Wed at 10 or Thu at 2")
18-minute frame stated? (1 = no time-box; 5 = exact minutes + screen share)
No PDF promise unless tied to a calendar hold? (1 = caved; 5 = held the line)

A round scoring 20+ out of 25 is "ready for floor." Anything below 16, run it again Tuesday.

5. Common Pitfalls (5 min)

Four ways reps still cave. Name them, normalize them, kill them.

Pitfall 1 — The Reflex Yes. Rep hears "send info" and says "sure!" before their brain engages. Recovery: train the 3-second pause — count to three silently before any response to "send me info." That pause alone changes outcomes per Chris Voss's tactical-empathy training.

Pitfall 2 — The Calendar Cave. Rep offers calendar but says "let me know what works for you." That's a brush-off invitation. Recovery: always two specific times. Never "let me know your availability."

Pitfall 3 — The PDF Promise. Rep agrees to send a deck "as well as" booking the call. The prospect now has the off-ramp back. Recovery: the agenda email post-booking IS the info. One paragraph. No attachment until after the call.

Pitfall 4 — Over-Qualifying. Rep asks five questions instead of two. The prospect feels interrogated and hangs up. Recovery: two questions max in the defuse. More questions belong on the booked call.

Quick floor question: "Which of these four did you do last week?" Hands stay up. That's the homework target.

6. Action Items + Drill (5 min)

This week, every rep books at least 3 calendar holds from "send me info" responses — phone, Zoom, or email channel doesn't matter. Track it in Salesforce/HubSpot with a custom field: defuse_used (Y/N) and outcome (booked/asset-sent/lost).

Friday 4:30 PM standup, 15 minutes. Each rep brings:

One win recording (clip from Gong / Chorus / Clari Copilot)
One miss recording — voluntary, but the manager goes first to model vulnerability
The week's defuse-to-book conversion rate

The metric that matters: baseline measure last week's "info sent → second meeting booked" rate from your CRM. Target this week is 2x that baseline. Most teams running this drill clear 3x by week 2.

flowchart LR M[Monday training] --> T[Tue: 3 live-call defuses each rep, recorded] T --> W[Wed: pair-listen 1 recording each, 10 min standup] W --> Th[Thu: cold-email reply drill - 5 replies per rep using Script C] Th --> F[Fri 4:30: standup with wins, misses, conversion rate] F --> N[Next Mon: review baseline vs week-1 metric, lock the wins]

Manager action by EOD Monday: pull last 30 days of "info requested" disposition from CRM. That's the denominator. Email the team the number tonight. What gets measured gets done.

FAQ

Q: My reps say the calendar pivot feels pushy — what do I tell them? A: Push back on the framing. The pushy move is wasting the prospect's inbox with a PDF they didn't read. The respectful move is saving them 38 minutes of bad reading by offering 18 minutes of relevant talking.

Reframe pushiness as inbox-respect and most reps soften their resistance.

Q: What if the prospect genuinely just wants a one-pager to share internally? A: Script B handles that. The trap is the generic deck. A custom one-pager built around the named decision-maker's actual question still works — but only if it's tied to a follow-up calendar hold within 7 days. No naked PDFs.

Q: How do I coach a senior rep who refuses to use scripts? A: Don't force the script — force the structure. The Three-Question Defuse is the law. The exact words are theirs.

As long as the call recording shows (1) permission, (2) specificity, (3) calendar pivot, the rep can phrase it any way they want. Score the structure, not the syntax.

Q: We sell to enterprise — won't a 18-minute screen-share feel too small? A: Then say 25 minutes. The principle is exact time-box + specific time slots + screen-share promise. Enterprise buyers respect time-boxes more, not less.

Bridge Group's 2026 enterprise-segment data shows time-boxed meetings convert 19% higher than open-ended ones in deals over $100K ACV.

Q: How do I keep this from fading by week 3? A: Two structural moves. (1) Add defuse_used and outcome as required fields on the "info sent" disposition in your CRM — a rep can't close the activity without filling them. (2) Open every Monday standup for 6 weeks with one defuse recording — celebration or autopsy.

Habits die in private. Make this one public.

Sources

Pavilion 2026 Sales Manager Survey — n=1,108 sales managers on brush-off vs objection conversion rates, https://www.joinpavilion.com
Bridge Group 2026 SaaS AE Metrics Report — booking-rate benchmarks vs "info sent" follow-ups, https://bridgegroupinc.com/research
Josh Braun — "How to Defuse 'Send Me an Email'" and the permission-based defuse phrasing, https://joshbraun.com/how-to-defuse-send-me-a-email/
Gong 2026 Conversation Intelligence Benchmark — n=18,000 outbound calls, permission-question yes-rate, https://www.gong.io/resources/research
Chorus by ZoomInfo 2025 Closed-Won Analysis — two-specific-times effect on booking rate, https://www.chorus.ai
Mixmax 2026 Cold Email A/B Benchmark — n=412,000 emails, numbered-options response rate lift, https://www.mixmax.com/blog
**Chris Voss, *Never Split the Difference*** — tactical empathy and the strategic pause, HarperBusiness 2016
30 Minutes to President's Club podcast (Nick Cegelski, Armand Farrokh) — "send me info" episode and the calendar-pivot drill, https://www.30mpc.com
The Sales Hacker Podcast (Pavilion network) — 2026 episodes on brush-off decoding with Lori Richardson and Becc Holland, https://www.saleshacker.com/podcast
Close.com Blog — "Cold Call Objection: Handling 'Send me More Information by Email,'" https://www.close.com/blog/send-more-info

Keep reading

### Direct Answer

This 60-minute Monday training rewires your reps to treat **"send me more info"** as the brush-off it actually is — and to convert 30-50% of those requests into booked calendar holds instead of dead PDF attachments. By the end of the hour, every rep on the floor will have run the **Three-Question Defuse**, drilled three verbatim scripts on a live partner, and committed to a 5-day measurable accountability metric you can pull from HubSpot or Salesforce on Friday.

## 1. Setup (5 min)

Open the room with the number that hurts: **the average B2B follow-up-info email gets a 14% open rate and a 1.7% reply rate** (Mixmax 2026 benchmark, n=2.4M sent emails). Then ask: "How many of your last 10 'send me info' prospects booked a second meeting?" Watch the silence.

Frame the hour with one sentence: **"We're not learning to fight the objection. We're learning to decode it."** That language matters — reps who frame objections as fights lose 22% more often than reps who frame them as information gaps (Gong 2026 conversation-intelligence study).

Agenda on the board:
1. **The Decode Framework** — why "send info" is almost never about info
2. **Three Verbatim Scripts** — phone, Zoom-end, cold-email reply
3. **Live Role-Plays** — three rounds, rotating observer
4. **Pitfalls** — the four ways reps still cave
5. **Drill + Action** — five days, one metric

Warm-up question, hands up: "What's the **last** request you fulfilled and never heard back on?" Pick one rep's story. That's the cold open — the cost is real, it happened last week, and we're fixing it today.

## 2. Framework Teach (15 min)

The core insight from **Josh Braun's** work and validated across **Pavilion's 2026 sales-manager survey** (n=1,108): **"send me more info" is a polite exit, not a buying signal masquerading as one.** The prospect is being kind. They don't want to say "no" to your face. The PDF is the off-ramp.

But — and this is the conversion lever — **roughly 30% of those exits hide a real buying signal underneath.** Your job in the next 12 seconds after hearing it is to surface which group this prospect is in.

The **Three-Question Defuse** does that work:

**Question 1 — Permission.** "Happy to. Before I send something generic — would it be okay if I asked you two quick questions so I send the right thing?" This is **Josh Braun's permission-based defuse**, copy-pasted because it works. The "yes" rate on this single sentence is 71% in **Gong's 2026 dataset** of 18,000 outbound calls.

**Question 2 — Specificity.** "When you say 'more info' — are you trying to figure out **if** this fits your stack, **how** it would integrate, or **what** it costs?" Three options. Most prospects pick one. The picker is your real objection.

**Question 3 — The Calendar Pivot.** "Got it. Honestly, I could write that up — but it'd take me 40 minutes and you'd skim it in 90 seconds. Can I just walk you through it Wednesday at 10 or Thursday at 2? 18 minutes, screen share, and you'll have a real answer." **Two specific times, 18-minute frame, screen-share promise.** Those three details triple booking rates vs "got time to chat?" per **Chorus 2025 closed-won analysis**.

```mermaid
flowchart TD
    A["Prospect says 'send me more info'"] --> B{Decode in 12 seconds}
    B --> C[Q1: Permission to ask 2 questions]
    C -->|Yes 71%| D[Q2: Surface the real ask - fit, integrate, or price]
    C -->|No| E[Send brief 3-line email, ask for next step]
    D --> F[Q3: Calendar pivot - 2 specific times, 18 min, screen share]
    F -->|Booked 30-50%| G[Calendar hold + agenda email within 4 hours]
    F -->|Declined| H[Send specific asset tied to their picked option]
    H --> I[Follow-up sequence: 4 touches over 11 days]
    E --> I
    G --> J[Discovery call Wed/Thu]
```

**Why this beats "just send the deck":** the deck answers a question the prospect hasn't articulated. The framework forces articulation, then offers a higher-bandwidth medium to answer it. **Bridge Group's 2026 SDR benchmark** puts booked-call conversion at 4.8x the rate of "info sent" follow-ups.

## 3. Verbatim Scripts (15 min)

Hand out the print-out. Read each one aloud, then have the room read it back in unison. **Muscle memory is the goal — these need to leave your reps' mouths without a pause.**

**Script A — Live phone, end of cold call.**
Prospect: "Yeah, just send me more info and I'll take a look."
Rep: **"Totally fair. Quick thing before I do — I've got two versions of what I could send. One's the generic overview, the other is the integration brief. So I don't waste your inbox — when you say 'take a look,' are you trying to figure out **if it fits your stack, how it integrates, or what it costs?**"**
Prospect picks one (most do).
Rep: **"Got it. Look — I could type up a paragraph on that, but it'd take me 40 minutes and you'd skim it in 90 seconds. Can I walk you through it Wednesday at 10 or Thursday at 2? Eighteen minutes, screen share, real answer."**

**Script B — End of Zoom discovery, prospect stalls.**
Prospect: "This is interesting. Can you send me a deck I can share internally?"
Rep: **"Happy to — and I want to make sure it lands the way you need it to. Who specifically on your team is going to read it, and what question do they need answered to say yes to a next step?"**
Pause. Listen. They will tell you the actual decision-maker and the actual objection.
Rep: **"Perfect. I'll build a one-pager for [name] focused on [objection]. And let's lock 20 minutes Friday so we can walk through it together — that way [name] can ask me their question live instead of guessing from a PDF."**

**Script C — Cold-email reply: "send me more info."**
Rep replies:
**"Glad you wrote back. Before I send something generic — three quick options. Are you trying to figure out:**
**1. Whether [Product] fits a [their tech stack] environment**
**2. What the implementation looks like for a [their team size] team**
**3. Pricing for your specific use case**
**Reply with 1, 2, or 3 and I'll send the right thing — or we can do 15 minutes Wednesday or Thursday and I'll just show you. Calendar: [link]."**

Numbered replies bump response rate **38%** over open-ended (**Mixmax 2026 A/B test**, n=412,000 emails). The calendar link as a third option gets clicked **11% of the time** — that's free pipeline.

## 4. Role-Plays (15 min)

Pair reps. **Higher-tenure rep is the prospect; newer rep is the seller** — the senior rep needs to feel how slippery the brush-off is, the junior rep needs the reps. Rotate observer every 5 minutes. Observer holds the rubric below.

**Round 1 (5 min) — Phone cold call.** Senior plays a VP of RevOps at a 400-person SaaS company. The "send info" comes 4 minutes in. Junior runs Script A from memory. Observer scores.

**Round 2 (5 min) — Zoom discovery stall.** Senior plays a Director of Sales Ops who likes what they heard but says "let me share with my team — send a deck." Junior runs Script B. Observer watches for whether the rep extracts a real name and a real objection.

**Round 3 (5 min) — Cold-email reply.** Junior writes a live reply on screen, in real time, in front of the observer. Senior plays the silent prospect who will reply with one of: "1," "2," "3," or "let's just talk." Observer reads the email aloud before it sends.

**Observer rubric — score each round 1-5:**
- **Permission asked?** (1 = skipped; 5 = used exact phrasing)
- **Specificity extracted?** (1 = no surfaced objection; 5 = named which of the three)
- **Calendar pivot with 2 specific times?** (1 = "got time to chat"; 5 = "Wed at 10 or Thu at 2")
- **18-minute frame stated?** (1 = no time-box; 5 = exact minutes + screen share)
- **No PDF promise unless tied to a calendar hold?** (1 = caved; 5 = held the line)

A round scoring **20+ out of 25** is "ready for floor." Anything below 16, run it again Tuesday.

## 5. Common Pitfalls (5 min)

Four ways reps still cave. Name them, normalize them, kill them.

**Pitfall 1 — The Reflex Yes.** Rep hears "send info" and says "sure!" before their brain engages. **Recovery:** train the **3-second pause** — count to three silently before any response to "send me info." That pause alone changes outcomes per **Chris Voss's tactical-empathy training**.

**Pitfall 2 — The Calendar Cave.** Rep offers calendar but says "let me know what works for you." That's a brush-off invitation. **Recovery:** always two specific times. **Never** "let me know your availability."

**Pitfall 3 — The PDF Promise.** Rep agrees to send a deck "as well as" booking the call. The prospect now has the off-ramp back. **Recovery:** the agenda email post-booking IS the info. One paragraph. No attachment until after the call.

**Pitfall 4 — Over-Qualifying.** Rep asks five questions instead of two. The prospect feels interrogated and hangs up. **Recovery:** two questions max in the defuse. More questions belong on the booked call.

Quick floor question: "Which of these four did you do **last week**?" Hands stay up. That's the homework target.

## 6. Action Items + Drill (5 min)

This week, **every rep books at least 3 calendar holds from "send me info" responses** — phone, Zoom, or email channel doesn't matter. Track it in Salesforce/HubSpot with a custom field: `defuse_used` (Y/N) and `outcome` (booked/asset-sent/lost).

**Friday 4:30 PM standup**, 15 minutes. Each rep brings:
1. One win recording (clip from **Gong / Chorus / Clari Copilot**)
2. One miss recording — voluntary, but the manager goes first to model vulnerability
3. The week's defuse-to-book conversion rate

**The metric that matters:** baseline measure last week's "info sent → second meeting booked" rate from your CRM. Target this week is **2x that baseline**. Most teams running this drill clear 3x by week 2.

```mermaid
flowchart LR
    M[Monday training] --> T[Tue: 3 live-call defuses each rep, recorded]
    T --> W[Wed: pair-listen 1 recording each, 10 min standup]
    W --> Th[Thu: cold-email reply drill - 5 replies per rep using Script C]
    Th --> F[Fri 4:30: standup with wins, misses, conversion rate]
    F --> N[Next Mon: review baseline vs week-1 metric, lock the wins]
```

**Manager action by EOD Monday:** pull last 30 days of "info requested" disposition from CRM. That's the denominator. Email the team the number tonight. **What gets measured gets done.**

## FAQ

**Q: My reps say the calendar pivot feels pushy — what do I tell them?**
**A:** Push back on the framing. The pushy move is wasting the prospect's inbox with a PDF they didn't read. The respectful move is saving them 38 minutes of bad reading by offering 18 minutes of relevant talking. **Reframe pushiness as inbox-respect** and most reps soften their resistance.

**Q: What if the prospect genuinely just wants a one-pager to share internally?**
**A:** Script B handles that. The trap is the generic deck. A custom one-pager built around the named decision-maker's actual question still works — but only if it's tied to a follow-up calendar hold within 7 days. **No naked PDFs.**

**Q: How do I coach a senior rep who refuses to use scripts?**
**A:** Don't force the script — force the **structure**. The Three-Question Defuse is the law. The exact words are theirs. As long as the call recording shows (1) permission, (2) specificity, (3) calendar pivot, the rep can phrase it any way they want. Score the structure, not the syntax.

**Q: We sell to enterprise — won't a 18-minute screen-share feel too small?**
**A:** Then say 25 minutes. The principle is **exact time-box + specific time slots + screen-share promise**. Enterprise buyers respect time-boxes more, not less. **Bridge Group's 2026 enterprise-segment data** shows time-boxed meetings convert 19% higher than open-ended ones in deals over $100K ACV.

**Q: How do I keep this from fading by week 3?**
**A:** Two structural moves. (1) Add `defuse_used` and `outcome` as required fields on the "info sent" disposition in your CRM — a rep can't close the activity without filling them. (2) Open every Monday standup for 6 weeks with one defuse recording — celebration or autopsy. Habits die in private. Make this one public.

## Sources

- **Pavilion 2026 Sales Manager Survey** — n=1,108 sales managers on brush-off vs objection conversion rates, https://www.joinpavilion.com
- **Bridge Group 2026 SaaS AE Metrics Report** — booking-rate benchmarks vs "info sent" follow-ups, https://bridgegroupinc.com/research
- **Josh Braun** — "How to Defuse 'Send Me an Email'" and the permission-based defuse phrasing, https://joshbraun.com/how-to-defuse-send-me-a-email/
- **Gong 2026 Conversation Intelligence Benchmark** — n=18,000 outbound calls, permission-question yes-rate, https://www.gong.io/resources/research
- **Chorus by ZoomInfo 2025 Closed-Won Analysis** — two-specific-times effect on booking rate, https://www.chorus.ai
- **Mixmax 2026 Cold Email A/B Benchmark** — n=412,000 emails, numbered-options response rate lift, https://www.mixmax.com/blog
- **Chris Voss, *Never Split the Difference*** — tactical empathy and the strategic pause, HarperBusiness 2016
- **30 Minutes to President's Club podcast** (Nick Cegelski, Armand Farrokh) — "send me info" episode and the calendar-pivot drill, https://www.30mpc.com
- **The Sales Hacker Podcast** (Pavilion network) — 2026 episodes on brush-off decoding with Lori Richardson and Becc Holland, https://www.saleshacker.com/podcast
- **Close.com Blog** — "Cold Call Objection: Handling 'Send me More Information by Email,'" https://www.close.com/blog/send-more-info

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