WGU D077 Concepts in Marketing, Sales, and Customer Contact Test 2023/2024

Which scenario represents personal selling? - The marketing department uses the four Ps to determine the brand message. - A customer orders a product online using a website. - A customer goes to a pet store and discusses the best type of turtle food with a salesperson. - The marketing team collaborates with the sales organization to develop appropriate tools for advertising. - answerA customer goes to a pet store and discusses the best type of turtle food with the sales person Business-to-business (B2B) - answerSales to another company that consumes the product or services as apart of the operating the business or uses the product in the assembly of the final product it sells to consumers Personal Selling - answeruses in-person interaction to sell products and services What is the underlying purpose for personal selling? - To assist marketing in determining the correct product and price - To obtain customer feedback to improve the product - To provide interaction between the buyer and the seller - To identify good prospects - answerTo provide interaction between the buyer and the seller What is at the core of personal selling? - Provide quality information to potential buyers - The human exchange between buyer and seller - Avoid unethical behavior - Identify the right marketing mix of product and price - answerThe human exchange between buyer and seller What is effective personal selling? - Identifying good prospects that are predisposed and well-suited to the product or service being offered - Building mutual trust and respect between buyer and seller where benefit comes to both parties - Giving honest responses to any questions the buyer has and showing that the salesperson cares - Addressing customers' needs and preferences without making them feel pressured - answerAddressing customers' needs and preferences without making them feel pressure Consultative Selling - answerSales approach where the seller becomes a trusted advisor and builds a relationship to truly understand her needs Which type of selling involves partnering with customers to solve problems? - Team - Solution - Direct - Consultative - answerConsultative Solution selling - answerSales approach where the seller diagnoses the customer's problem then recommends a mix of products and services (a solution) to solve it Team Selling - answerSales approach that involves multiple people from an organization joining forces to advance a customer opportunity Telemarketing - answerMethod of direct marketing by a salesperson over the phone Which type of selling shows customers that a company has more than one person with strong selling capabilities, giving the customer a higher comfort level with the company? - Telemarketing - Solution selling - Team selling - Consultative selling - answerTeam Selling A potential buyer wants to purchase a complete hardware, software, and network package for a new office building. Which type of selling approach should be used with this customer? - Telemarketing - Solution - Team - Normal - answerSolution Which type of sales approach occurs with a recorded sales pitch, programmed to be played over the phone via automatic dialing? - Customer-empowered selling - Team selling - Telemarketing - Solution selling - answerTelemarketing Adaptive Selling - answera trend in personal selling that uses the idea of social styles to adapt and customize your selling style based on the behavior of the customer. What are the four social styles of selling? - answerAnalytical Driver Amiable Expressive Analytical Selling - answerPeople with this social style want to know how, Low Response, Low assertiveness Driver Style - answerPeople with this social style want to know what, Low Responsiveness, High Assertiveness Amiable Style - answerPeople with this social style want to know why; Low Assertiveness High Responsiveness Expressive Style - answerPeople with this social style want to know who; High assertiveness, High responiveness Integrated Marketing Communications (IMC) - answerImmersive and targeted communication with customers to help move them through the various stages of the buying process What is a characteristic of integrated marketing communications (IMC)? - IMC campaigns use many different "look and feel" elements to grab attention. - Customers can obtain a response from a company in less than 24 hours. - Marketing efforts are focused on reaching target customers. - IMC campaigns rely on one point of contact with customers to make a sale. - answerMarketing efforts are focused on reaching target customers Artificial Intelligence - answerIntelligent machines (computers) capable of learning and reacting. The Internt of Things (IoT) - answerEmbedding computers in every day things, turning them into smart and connected devices that can be monitored and used for data analytics Which example illustrates how artificial intelligence and the internet of things positively affect sales and marketing? - During a peak busy period, a customer is diverted from a long line to be checked out using a card swipe device attached to a mobile device. - A customer uses a store's mobile application to make a purchase. - After a salesperson has a customer conversation, details of that engagement are saved in a customer relationship management tool. - Chat-bots answer customers' product questions in real time. - answerChat-bots answer customers' product questions in real time What are the 6 steps to the sales process? - answer1- Prospecting and Qualifying 2- Approaching Customers 3- Presenting and demonstrating the product 4- Handling objections 5- Closing 6- Following Up Which step of the sales cycle describes a salesperson researching targeted customers that may be interested in a product? - Prospecting and qualifying - Approaching customers - Presenting and demonstrating - Closing the sale - answerProspecting and qualifying Which presentation format tends to be the most successful in building a salesperson-customer bond? - A structured presentation - A canned presentation - An unstructured presentation - A fully automated presentation - answerAn unstructured presentation A salesperson visits a customer to make sure the customer is satisfied with the purchase of the product. What step in the sales process is the salesperson completing? - Following up - Closing - Demonstrating the product - Handling objections - answerFollowing Up Bait and switch - answerA form of fraud where customers are "baited" by advertising that is for a product or a service at a low price. Customers then discover that the advertised good is not available and are "switched" to a more expensive product. Planned Obsolescence - answerIs a policy of designing a product with a limited useful life, so it will become unfashionable or will no longer function after a certain period of time and put the consumer under pressure to purchase again. Pyramid Scheme - answerunethical and unsustainable business model where those higher up the pyramid profit from recruitment fees of those below Hard Selling - answerWhere the salesperson uses excessive pressure to push the customer to quickly close a sale Customers are shown advertising for a new mop at the price of $19.99. When they go to purchase the mop, the company states that the mop for $19.99 is not available, but there is a similar model available for $39.99. Which behavior is illustrated by this action? - Kickbacks - Pyramid scheme - Bait and switch - Planned obsolescence - answerBait and switch A technology manufacturer creates its smartphones using components with a maximum lifespan of two years. After the two-year period, the customer will likely need to purchase another smartphone. Which behavior is illustrated by this practice? - Hard selling - Pyramid scheme - Planned obsolescence - Bait and switch - answerPlanned Obsolescence What is the main ethical responsibility of a salesperson? - Making the customer profitable - Doing the right thing for the customer - Placing company interests above customer interests - Disclosing all potential design flaws of the product - answerDoing the right thing for the customer