VIII. Use the following phrases to complete the conversation.

1.And then the fourth area is physical evidence.

2. It covers both goods and services offered by the company.

3. Exactly — and the desire to buy the product. And, finally, people, which means employees, agents and customers. The idea is to keep everyone happy, make personal contact.

4. Yes. This means any visual presence or signs suggesting the company.

5. The second area is place — also called distribution — meaning the movement of goods from the producer to the customer.

6. Well, we identified six areas where improvement is necessary.

7. After place, process. Process is the interaction between people and systems at all stages, from market research, design, production, delivery and after- sale.

8. The first is product.

9. Promotion.

Claire: So, what have you got to report?

Brian:(a)________________________________

Claire: Really? What are they?

Brian:(b)_________________________________

Claire: And what exactly does the term cover?

Brian:(c)_________________________________

Claire: I see. What else?

Brian:(d)_________________________ ___

Claire: And after place, what's next?

Brian:(e)_________________________________

Claire: Yes, I understand — co-ordination of systems.

Brian:(f)_________________________________

Claire: Physical evidence?

Brain:(g)______________________________

Claire: Everything visual. Right, I follow you. And what's the next area?

Brian:(h)_________________________________

Claire: So, that's creating consumer awareness and establishing the brand

identity?

Brian:(i) _________________________________