1
WGU D077 CONCEPTS IN MARKETING,
SALES, AND CUSTOMER Questions and
Answers
1. Concentrated - ANSWER A company which leases RV camp sites in the
southern-most parts of the United States, places advertisements in a retiree-
based organization's magazine to attract retiree campers during winter. The
company only caters to retiree campers.
2. searching - ANSWER Determining which movie to watch by visiting a
movie critic's website describes which stage of the consumer decision-
making process?
3. Customer support assistance is integrated across channels. - ANSWER What
is a benefit of customer relationship management (CRM)?
4. The target market and what customers should think about the brand -
ANSWER What elements are identified by a positioning statement?
5. Perception - ANSWER Which personal influence is described as a process
by which a consumer identifies, organizes, and interprets information to
create meaning?
6. Team selling should be used when there is a chance of high sales and profit.
- ANSWER When should team selling be used?
7. analytical, driver, amiable, and expressive. - ANSWER What are the four
social styles in the social style matrix?
8. As defined in the social styles matrix map, expressives are defined by high
responsiveness and high assertiveness. (Want to know "who") - ANSWER
What behavior characteristics are expressives identified by in adaptive
selling?
9. As defined in the social styles matrix map, drivers are defined by low
responsiveness and high assertiveness. (Want to know "what") - ANSWER
What behavior characteristics are drivers identified by in adaptive selling?
, 2
10.As defined in the social styles matrix map, amiables are defined by low
assertiveness and high responsiveness. (Want to know "why") - ANSWER
What behavior characteristics are amiables identified by in adaptive selling?
11.As defined in the social styles matrix map, analyticals are defined by low
assertiveness and low responsiveness. (Want to know "how") - ANSWER
What behavior characteristics are analyticals identified by in adaptive
selling?
12.Despite the term close, which implies the end, closing the sale starts with the
first step in the selling process—qualifying. The close builds on everything
that has already taken place throughout the selling process—rapport, trust,
and information sharing. Not only does closing start at the first point in the
selling process, but it also is far from the end of the selling process. -
ANSWER When does closing the sale begin?
13.interpersonal, organizational, and environmental - ANSWER What are the
types of factors that contribute to B2B purchase decisions?
- The economic buyer—This individual is responsible for buying products that
enable the company to achieve a business advantage. can range from the business
unit manager level to as high as the CEO. This buyer type is sometimes referred to
as the decider or decision maker.
- The infrastructure buyer—Also known as influencers, this role influences the
buying decision at the execution level. typically someone in the IT department.
- The user buyer—This position often initiates the purchase process and influences
the buying decision at the user level. - ANSWER What roles make up the decision-
making unit in the hi-tech sector?
14.Investigation: information gathering
Determining Your Desired Outcome: thinking through your desired outcome or
best alternative to a negotiated agreement
Presentation: assemble the information you have gathered in a way that supports
your position
Bargaining: parties discuss their goals and seek an agreement
Closure: you and the other party have either come to an agreement on the terms or
one party has decided that the final offer is unacceptable, therefore that party walks
away - ANSWER What are the five phases of negotiation?
, 3
Some people are taught to feel that negotiation is a conflict situation, and these
individuals may tend to avoid negotiations to avoid conflict. Other common
mistakes include letting ego get in the way of creating a fair deal for both parties,
having unrealistic expectations, or allowing emotions to derail the negotiation
process. - ANSWER What common mistakes cause negotiations to fail?
15.A/B testing - ANSWER A marketing experiment where two variants of a
campaign are tested to see which one is most effective
16.Accommodation - ANSWER Style of handling conflict focused on empathy
over self-interest
17.Adaptive selling - ANSWER Using social styles to customize a sales
approach to the specific customer
18.administered vertical marketing system - ANSWER Cooperation between
levels of a distribution channel where one member sets the terms due to its
size and influence
19.advertising - ANSWER Paid form of nonpersonal promotion
20.amiable - ANSWER People with this social style want to know "why"
21.analytical - ANSWER People with this social style want to know "how"
22.artificial intelligence - ANSWER Intelligent machines (computers) capable
of learning and interacting
23.attitudes - ANSWER Positive, negative, or ambivalent evaluation of people,
objects, event, activities, ideas, or anything else in the environment
24.attributes - ANSWER Characteristics that define a product and will
influence the customer's purchase decision
25.Avoidance - ANSWER Style of handling conflict with little empathy or self-
interest
26.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
, 4
27.Bait and switch - ANSWER Fraudulent practice where an advertised product
is unavailable so a customer is guided to a more expensive one
28.Bargaining power of buyers - ANSWER One of Porter's Five Forces—the
power of customers to drive down prices if supply exceeds demand
29.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
30.Bargaining - ANSWER The fourth phase in the negotiation process, where
the parties seek an agreement
31.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
32.behavioral observation - ANSWER Primary marketing research technique
involving formal or informal observation of customers and noncustomers
33.boycott - ANSWER Voluntary and intentional refusal to buy products from
a certain person, company, or country for ethical or political reasons
34.brand equity - ANSWER One of the drivers of customer equity, based on
how the customer assesses the value of the brand
35.brand loyalty - ANSWER The faithfulness of customer's to a particular
company and its products
36.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
37.Bundling - ANSWER Grouping related products together and pricing them
as a single product.
38.business cycle - ANSWER Expansions and contractions in the level of
economic activities (business fluctuations) around a long-term growth trend
WGU D077 CONCEPTS IN MARKETING,
SALES, AND CUSTOMER Questions and
Answers
1. Concentrated - ANSWER A company which leases RV camp sites in the
southern-most parts of the United States, places advertisements in a retiree-
based organization's magazine to attract retiree campers during winter. The
company only caters to retiree campers.
2. searching - ANSWER Determining which movie to watch by visiting a
movie critic's website describes which stage of the consumer decision-
making process?
3. Customer support assistance is integrated across channels. - ANSWER What
is a benefit of customer relationship management (CRM)?
4. The target market and what customers should think about the brand -
ANSWER What elements are identified by a positioning statement?
5. Perception - ANSWER Which personal influence is described as a process
by which a consumer identifies, organizes, and interprets information to
create meaning?
6. Team selling should be used when there is a chance of high sales and profit.
- ANSWER When should team selling be used?
7. analytical, driver, amiable, and expressive. - ANSWER What are the four
social styles in the social style matrix?
8. As defined in the social styles matrix map, expressives are defined by high
responsiveness and high assertiveness. (Want to know "who") - ANSWER
What behavior characteristics are expressives identified by in adaptive
selling?
9. As defined in the social styles matrix map, drivers are defined by low
responsiveness and high assertiveness. (Want to know "what") - ANSWER
What behavior characteristics are drivers identified by in adaptive selling?
, 2
10.As defined in the social styles matrix map, amiables are defined by low
assertiveness and high responsiveness. (Want to know "why") - ANSWER
What behavior characteristics are amiables identified by in adaptive selling?
11.As defined in the social styles matrix map, analyticals are defined by low
assertiveness and low responsiveness. (Want to know "how") - ANSWER
What behavior characteristics are analyticals identified by in adaptive
selling?
12.Despite the term close, which implies the end, closing the sale starts with the
first step in the selling process—qualifying. The close builds on everything
that has already taken place throughout the selling process—rapport, trust,
and information sharing. Not only does closing start at the first point in the
selling process, but it also is far from the end of the selling process. -
ANSWER When does closing the sale begin?
13.interpersonal, organizational, and environmental - ANSWER What are the
types of factors that contribute to B2B purchase decisions?
- The economic buyer—This individual is responsible for buying products that
enable the company to achieve a business advantage. can range from the business
unit manager level to as high as the CEO. This buyer type is sometimes referred to
as the decider or decision maker.
- The infrastructure buyer—Also known as influencers, this role influences the
buying decision at the execution level. typically someone in the IT department.
- The user buyer—This position often initiates the purchase process and influences
the buying decision at the user level. - ANSWER What roles make up the decision-
making unit in the hi-tech sector?
14.Investigation: information gathering
Determining Your Desired Outcome: thinking through your desired outcome or
best alternative to a negotiated agreement
Presentation: assemble the information you have gathered in a way that supports
your position
Bargaining: parties discuss their goals and seek an agreement
Closure: you and the other party have either come to an agreement on the terms or
one party has decided that the final offer is unacceptable, therefore that party walks
away - ANSWER What are the five phases of negotiation?
, 3
Some people are taught to feel that negotiation is a conflict situation, and these
individuals may tend to avoid negotiations to avoid conflict. Other common
mistakes include letting ego get in the way of creating a fair deal for both parties,
having unrealistic expectations, or allowing emotions to derail the negotiation
process. - ANSWER What common mistakes cause negotiations to fail?
15.A/B testing - ANSWER A marketing experiment where two variants of a
campaign are tested to see which one is most effective
16.Accommodation - ANSWER Style of handling conflict focused on empathy
over self-interest
17.Adaptive selling - ANSWER Using social styles to customize a sales
approach to the specific customer
18.administered vertical marketing system - ANSWER Cooperation between
levels of a distribution channel where one member sets the terms due to its
size and influence
19.advertising - ANSWER Paid form of nonpersonal promotion
20.amiable - ANSWER People with this social style want to know "why"
21.analytical - ANSWER People with this social style want to know "how"
22.artificial intelligence - ANSWER Intelligent machines (computers) capable
of learning and interacting
23.attitudes - ANSWER Positive, negative, or ambivalent evaluation of people,
objects, event, activities, ideas, or anything else in the environment
24.attributes - ANSWER Characteristics that define a product and will
influence the customer's purchase decision
25.Avoidance - ANSWER Style of handling conflict with little empathy or self-
interest
26.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
, 4
27.Bait and switch - ANSWER Fraudulent practice where an advertised product
is unavailable so a customer is guided to a more expensive one
28.Bargaining power of buyers - ANSWER One of Porter's Five Forces—the
power of customers to drive down prices if supply exceeds demand
29.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
30.Bargaining - ANSWER The fourth phase in the negotiation process, where
the parties seek an agreement
31.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
32.behavioral observation - ANSWER Primary marketing research technique
involving formal or informal observation of customers and noncustomers
33.boycott - ANSWER Voluntary and intentional refusal to buy products from
a certain person, company, or country for ethical or political reasons
34.brand equity - ANSWER One of the drivers of customer equity, based on
how the customer assesses the value of the brand
35.brand loyalty - ANSWER The faithfulness of customer's to a particular
company and its products
36.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
37.Bundling - ANSWER Grouping related products together and pricing them
as a single product.
38.business cycle - ANSWER Expansions and contractions in the level of
economic activities (business fluctuations) around a long-term growth trend
