Negotiation
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You stayed at a hotel in Inverness last night. It was horrible! You meet the receptionist to demand a full refund
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A customer rings you to complain about their electricity bill this month. They wish for a rebait of £200 but it isn't possible.
You bought a jumper 5 weeks ago and the zip has broken already. You wish to exchange it at the shop and want to speak to the manager.
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