WGU D077 CONCEPTS IN MARKETING SALES
AND CUSTOMER CONTACT REVIEW
QUESTIONS AND CORRECT ANSWERS
◉ Accommodation.
Answer: Style of handling conflict focused on empathy over self-
interest
◉ Adaptive selling.
Answer: Using social styles to customize a sales approach to the
specific customer
◉ Administered Vertical Marketing System.
Answer: Cooperation between levels of a distribution channel where
one member sets the terms due to its size and influence
◉ Advertising.
Answer: Paid form of nonpersonal promotion
◉ Amiable.
Answer: People with this social style want to know "why"
,◉ Analytical.
Answer: People with this social style want to know "how"
◉ artificial intelligence.
Answer: Intelligent machines (computers) capable of learning and
interacting
◉ Attitudes.
Answer: Positive, negative, or ambivalent evaluation of people,
objects, event, activities, ideas, or anything else in the environment
◉ Attributes.
Answer: Characteristics that define a product and will influence the
customer's purchase decision
◉ Avoidance.
Answer: Style of handling conflict with little empathy or self-interest
◉ B2B sales.
Answer: Sales to another company that consumes the product or
services as part of operating the business or uses the product in the
assembly of the final product it sells to consumers
,◉ Bait and switch.
Answer: Fraudulent practice where an advertised product is
unavailable so a customer is guided to a more expensive one
◉ Bargaining.
Answer: The fourth phase in the negotiation process, where the
parties seek an agreement
◉ Bargaining power of buyers.
Answer: One of Porter's Five Forces—the power of customers to
drive down prices if supply exceeds demand
◉ Bargaining power of suppliers.
Answer: One of Porter's Five Forces—the power of suppliers when
there are few alternative sources for the products' components
◉ BCG Matrix.
Answer: Planning tool which uses a quadrant to map the strategic
position of a business brand based on the brand's market share and
the market's growth potential
◉ behavioral observation.
, Answer: Primary marketing research technique involving formal or
informal observation of customers and noncustomers
◉ Boycott.
Answer: Voluntary and intentional refusal to buy products from a
certain person, company, or country for ethical or political reasons
◉ Brand.
Answer: The unique identity and associations of a company, often
captured in a design, sign, symbol, or words that identify a product
and differentiate it from competitors
◉ brand equity.
Answer: One of the drivers of customer equity, based on how the
customer assesses the value of the brand
◉ brand loyalty.
Answer: The faithfulness of customer's to a particular company and
its products
◉ Bundling.
Answer: Grouping related products together and pricing them as a
single product.
AND CUSTOMER CONTACT REVIEW
QUESTIONS AND CORRECT ANSWERS
◉ Accommodation.
Answer: Style of handling conflict focused on empathy over self-
interest
◉ Adaptive selling.
Answer: Using social styles to customize a sales approach to the
specific customer
◉ Administered Vertical Marketing System.
Answer: Cooperation between levels of a distribution channel where
one member sets the terms due to its size and influence
◉ Advertising.
Answer: Paid form of nonpersonal promotion
◉ Amiable.
Answer: People with this social style want to know "why"
,◉ Analytical.
Answer: People with this social style want to know "how"
◉ artificial intelligence.
Answer: Intelligent machines (computers) capable of learning and
interacting
◉ Attitudes.
Answer: Positive, negative, or ambivalent evaluation of people,
objects, event, activities, ideas, or anything else in the environment
◉ Attributes.
Answer: Characteristics that define a product and will influence the
customer's purchase decision
◉ Avoidance.
Answer: Style of handling conflict with little empathy or self-interest
◉ B2B sales.
Answer: Sales to another company that consumes the product or
services as part of operating the business or uses the product in the
assembly of the final product it sells to consumers
,◉ Bait and switch.
Answer: Fraudulent practice where an advertised product is
unavailable so a customer is guided to a more expensive one
◉ Bargaining.
Answer: The fourth phase in the negotiation process, where the
parties seek an agreement
◉ Bargaining power of buyers.
Answer: One of Porter's Five Forces—the power of customers to
drive down prices if supply exceeds demand
◉ Bargaining power of suppliers.
Answer: One of Porter's Five Forces—the power of suppliers when
there are few alternative sources for the products' components
◉ BCG Matrix.
Answer: Planning tool which uses a quadrant to map the strategic
position of a business brand based on the brand's market share and
the market's growth potential
◉ behavioral observation.
, Answer: Primary marketing research technique involving formal or
informal observation of customers and noncustomers
◉ Boycott.
Answer: Voluntary and intentional refusal to buy products from a
certain person, company, or country for ethical or political reasons
◉ Brand.
Answer: The unique identity and associations of a company, often
captured in a design, sign, symbol, or words that identify a product
and differentiate it from competitors
◉ brand equity.
Answer: One of the drivers of customer equity, based on how the
customer assesses the value of the brand
◉ brand loyalty.
Answer: The faithfulness of customer's to a particular company and
its products
◉ Bundling.
Answer: Grouping related products together and pricing them as a
single product.
