B: If the father was quoted by the son (Mr. Berry) as saying "it's only money" that probably reflects his "softer edge" when it comes to spending on his workers. The son quoting the father is presumably running the wine company in question and is probably mentioning that family-run companies can't quite function that same way anymore in his view because they face so much competition from large corporations. The specific triggering phrase for this part of the dialogue was not the one you identified in Part C of your question but rather the phrase "They have all been sent to acting courses to polish their customer service". "they have all been sent" in this context means "the company paid for their rather unique training regime" - in other words Mr. Berry (the son) views his expenditure on acting classes as an employee benefit that he doesn't have to do, but reflects a tradition in his family that is coming under pressure from the "harder edged" family-run firms in his industry or in general. C - You identify "tap away on computers kept discreetly out of sight". Embedded in this phrase is the idea that computers in a wine cellar or winery are a bit antithetical to the ambiance of the business or space. In other words, the customer service reps are "tapping away" on technology to run the wine business, but the only thing presumably visible are the accoutrements of a proper winery such as wine barrels, antique furnitures, and perhaps wine-related artwork. The need to keep computers discreetly out of sight has more to do with style than substance, but the phrase presumes that you understand that without bothering to explain it. Hope this helps and please feel free to reach out any time with further questions.