B, ask A whether he/she has done something wrong with the Walkman.

Well, Sir/Miss. What exactly did you do with the Walkman when you got it home?

A, complain and explain the problem.

Why? I did nothing. I put it some batteries and turned it on, but it just wouldn’t work.

B, offer a suggestion.

Well, I’m afraid we don’t have any more of these models in stock. Would you mind changing it for another type?

A, ask if you can get a refund.

Not if it costs more money. Can I just get my money back?

B, Answer A’s question and make an offer.

I’m afraid it’s out store policy that we can only exchange it. But for only twenty dollars more, you can get a new model.

A, give your opinion on B’s offer.

But that’s what you told me about this model last week!