WGU D077 Concepts in Marketing, Sales,
and Customer Contact Exam 2026/2027 |
Questions & Answers | Comprehensive
Study Guide
A/B testing - correct answer-A marketing experiment where two variants of a
campaign are tested to see which one is most effective
Accommodation - correct answer-Style of handling conflict focused on empathy
over self-interest
Adaptive selling - correct answer-Using social styles to customize a sales approach
to the specific customer
Administered Vertical Marketing System - correct answer-Cooperation between
levels of a distribution channel where one member sets the terms due to its size
and influence
Advertising - correct answer-Paid form of nonpersonal promotion
Amiable - correct answer-People with this social style want to know "why"
,Analytical - correct answer-People with this social style want to know "how"
artificial intelligence - correct answer-Intelligent machines (computers) capable of
learning and interacting
Attitudes - correct answer-Positive, negative, or ambivalent evaluation of people,
objects, event, activities, ideas, or anything else in the environment
Attributes - correct answer-Characteristics that define a product and will
influence the customer's purchase decision
Avoidance - correct answer-Style of handling conflict with little empathy or self-
interest
B2B sales - correct 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 - correct answer-Fraudulent practice where an advertised product
is unavailable so a customer is guided to a more expensive one
Bargaining - correct answer-The fourth phase in the negotiation process, where
the parties seek an agreement
Bargaining power of buyers - correct answer-One of Porter's Five Forces—the
power of customers to drive down prices if supply exceeds demand
, Bargaining power of suppliers - correct answer-One of Porter's Five Forces—the
power of suppliers when there are few alternative sources for the products'
components
BCG Matrix - correct 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 - correct answer-Primary marketing research technique
involving formal or informal observation of customers and noncustomers
Boycott - correct answer-Voluntary and intentional refusal to buy products from a
certain person, company, or country for ethical or political reasons
Brand - correct 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 - correct answer-One of the drivers of customer equity, based on
how the customer assesses the value of the brand
brand loyalty - correct answer-The faithfulness of customer's to a particular
company and its products
Bundling - correct answer-Grouping related products together and pricing them
as a single product.
and Customer Contact Exam 2026/2027 |
Questions & Answers | Comprehensive
Study Guide
A/B testing - correct answer-A marketing experiment where two variants of a
campaign are tested to see which one is most effective
Accommodation - correct answer-Style of handling conflict focused on empathy
over self-interest
Adaptive selling - correct answer-Using social styles to customize a sales approach
to the specific customer
Administered Vertical Marketing System - correct answer-Cooperation between
levels of a distribution channel where one member sets the terms due to its size
and influence
Advertising - correct answer-Paid form of nonpersonal promotion
Amiable - correct answer-People with this social style want to know "why"
,Analytical - correct answer-People with this social style want to know "how"
artificial intelligence - correct answer-Intelligent machines (computers) capable of
learning and interacting
Attitudes - correct answer-Positive, negative, or ambivalent evaluation of people,
objects, event, activities, ideas, or anything else in the environment
Attributes - correct answer-Characteristics that define a product and will
influence the customer's purchase decision
Avoidance - correct answer-Style of handling conflict with little empathy or self-
interest
B2B sales - correct 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 - correct answer-Fraudulent practice where an advertised product
is unavailable so a customer is guided to a more expensive one
Bargaining - correct answer-The fourth phase in the negotiation process, where
the parties seek an agreement
Bargaining power of buyers - correct answer-One of Porter's Five Forces—the
power of customers to drive down prices if supply exceeds demand
, Bargaining power of suppliers - correct answer-One of Porter's Five Forces—the
power of suppliers when there are few alternative sources for the products'
components
BCG Matrix - correct 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 - correct answer-Primary marketing research technique
involving formal or informal observation of customers and noncustomers
Boycott - correct answer-Voluntary and intentional refusal to buy products from a
certain person, company, or country for ethical or political reasons
Brand - correct 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 - correct answer-One of the drivers of customer equity, based on
how the customer assesses the value of the brand
brand loyalty - correct answer-The faithfulness of customer's to a particular
company and its products
Bundling - correct answer-Grouping related products together and pricing them
as a single product.
