This exercise is based on an actual negotiation that took place in the fall of 2018 between a BMW customer and BMW Customer Relations over the continued and repeated failure of Bridgestone Potenza Run-Flat (RF) original equipment (OE) tires. The exercise provides an in-class experience for students to discuss and learn multiple facets, strategies, and tactics of negotiations. It can be used within any undergraduate or graduate negotiations class or in a course that explores elements of customer service.
In real life, this was a five-week, seven-round negotiation. In this exercise, it is presented as a five-round negotiation with the facts accurate as presented. Students should read the five rounds one at a time and sequentially, with a pause at the end of each round for an instructor-led discussion.