Destination Dunedin/Seminar5


 * http://restaurants.about.com/od/customerservice/a/upselling.htm


 * http://en.wikipedia.org/wiki/Cross-selling


 * http://www.school-for-champions.com/tqm/complaints.htm


 * http://www.consumeraffairs.govt.nz/businessinfo/serviceandcomplaints.html