Ralph Bergmann, Wolfgang Wilke, Stefan Wess

• This paper motivates the necessity for support for negotiation during Sales Support on the Internet within Case-Based Reasoning solutions. Different negotiation approaches are discussed and a general model of the sales process is presented. Further, the tradition al CBR-cycle is modified in such a way that iterative retrieval during a CBR consulting session is covered by the new model. Several gen eral characteristics of negotiation are described and a case study is shown where preliminary approaches are used to negotiate with a cu stomer about his demands and available products in a 'CBR-based' Electronic Commerce solution.