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Reiter's chapter "Navigating commercial constraints in a service call" is a single case analysis of a sales call in which a sales agent and a client engage in extended efforts to convince each other to agree to their goals. This chapter is a useful contribution to research on telephone sales calls because it addresses the interaction from the perspective of both parties and investigates how their behavior in the interaction is related to the goals they are trying to achieve. She provides examples of company representatives' responses to positive and negative customer comments about their products, and examines the problematics of maintaining positive relationships with customers while engaging with critical postings. [Extracted from the article]