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Look at the conversation. Is the sales assistant up-selling, down-selling or selling add-ons? 'We have booked you a double king room with a lake view.

Look at the conversation. Is the sales assistant up-selling, down-selling or selling add-ons?

'We have booked you a double king room with a lake view. For $45 extra we can offer French champagne on ice ready in your room on arrival with fresh strawberries picked this morning. Would you be interested?

'Yes, thank you. That sounds grand. It's our anniversary.'

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