WGU D077 Concepts in Marketing, Sales, and
Customer Contact Test Bank | 2025/2026 Latest
Edition with Verified Q&A for Guaranteed Success
A/B testing - Answer-A marketing experiment where two variants of a campaign
are tested to see which one is most effective
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"
Customer lifetime value - Answer-The total profit a company expects to gain from
a customer throughout the relationship
,Customer relationship management (CRM) - Answer-Processes implemented by a
company to handle its contact with customers with the goal of creating a unified
customer experience to maximize retention
customer satisfaction - Answer-A measure of how products or services delivered
by a company meet or exceed customer expectations
customer - Answer-The purchaser of a product or service
customers - Answer-The purchasers of a good or service
Database marketing organizations - Answer-Companies (also known as customer
insights service providers) that collect and analyze massive data sets on
consumers which can be used as secondary data for marketing research
deception - Answer-Hiding the truth, especially to get an advantage
Deciders - Answer-Individual(s) at an organization making the final purchase
decision, often the person who owns the budget
deductive - Answer-Negotiating by beginning with the big picture then turning to
details
Demographic segmentation - Answer-Dividing the market into subgroups based
on demographic data such as age, education, gender, or income
,Determining Your Desired Outcome - Answer-The second phase in the negotiation
process, where you define what you would like to get from the negotiation, also
called a Best Alternative to a Negotiated Agreement (BATNA)
differentiated marketing - Answer-Targeting strategy where a company provides
separate offerings to each different market segment that it targets
digital marketing - Answer-All of a company's marketing efforts that use an
electronic device or the Internet
Direct distribution - Answer-Sale of products from the producer to the end user
without an intermediary
Distribution channels - Answer-Chain of intermediaries through which a good or
service moves from the producer to reach the end consumer
Distribution - Answer-Process of acquiring raw materials and moving materials
and finished products from the producer to customers
distributive view - Answer-Win-lose negotiation that sees the situation as a fixed
pie to be divided
diversification - Answer-Growth strategy that focuses on creating new products
for expansion into new markets
driver - Answer-People with this social style want to know "what"
, Dual Concern Model - Answer-Maps five styles of handling conflict on a grid
according to their degree of cooperation or assertiveness
E-commerce - Answer-Buying and selling of goods and services over the Internet
using websites and/or mobile applications
End users - Answer-Individuals at an organization who will use the product or
service to be purchased
environmental sustainability - Answer-Processes that are capable of being
continued with minimal long-term effect on the environment
esteem needs - Answer-Human requirement to feel respected and valued by
others as well as yourself
Ethical consumerism - Answer-Type of consumer activism where ethical products
are favored and unethical products or companies are avoided
Ethnographic research - Answer-Study through direct observation of users in their
natural environment (as opposed to a laboratory environment)
experiential learning - Answer-Changes in behavior in response to direct
experience; learning as a reflection on doing
experimental research - Answer-Primary marketing research technique that
explores the impact of one or more factors, such as the comparison of two
marketing campaigns
Customer Contact Test Bank | 2025/2026 Latest
Edition with Verified Q&A for Guaranteed Success
A/B testing - Answer-A marketing experiment where two variants of a campaign
are tested to see which one is most effective
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"
Customer lifetime value - Answer-The total profit a company expects to gain from
a customer throughout the relationship
,Customer relationship management (CRM) - Answer-Processes implemented by a
company to handle its contact with customers with the goal of creating a unified
customer experience to maximize retention
customer satisfaction - Answer-A measure of how products or services delivered
by a company meet or exceed customer expectations
customer - Answer-The purchaser of a product or service
customers - Answer-The purchasers of a good or service
Database marketing organizations - Answer-Companies (also known as customer
insights service providers) that collect and analyze massive data sets on
consumers which can be used as secondary data for marketing research
deception - Answer-Hiding the truth, especially to get an advantage
Deciders - Answer-Individual(s) at an organization making the final purchase
decision, often the person who owns the budget
deductive - Answer-Negotiating by beginning with the big picture then turning to
details
Demographic segmentation - Answer-Dividing the market into subgroups based
on demographic data such as age, education, gender, or income
,Determining Your Desired Outcome - Answer-The second phase in the negotiation
process, where you define what you would like to get from the negotiation, also
called a Best Alternative to a Negotiated Agreement (BATNA)
differentiated marketing - Answer-Targeting strategy where a company provides
separate offerings to each different market segment that it targets
digital marketing - Answer-All of a company's marketing efforts that use an
electronic device or the Internet
Direct distribution - Answer-Sale of products from the producer to the end user
without an intermediary
Distribution channels - Answer-Chain of intermediaries through which a good or
service moves from the producer to reach the end consumer
Distribution - Answer-Process of acquiring raw materials and moving materials
and finished products from the producer to customers
distributive view - Answer-Win-lose negotiation that sees the situation as a fixed
pie to be divided
diversification - Answer-Growth strategy that focuses on creating new products
for expansion into new markets
driver - Answer-People with this social style want to know "what"
, Dual Concern Model - Answer-Maps five styles of handling conflict on a grid
according to their degree of cooperation or assertiveness
E-commerce - Answer-Buying and selling of goods and services over the Internet
using websites and/or mobile applications
End users - Answer-Individuals at an organization who will use the product or
service to be purchased
environmental sustainability - Answer-Processes that are capable of being
continued with minimal long-term effect on the environment
esteem needs - Answer-Human requirement to feel respected and valued by
others as well as yourself
Ethical consumerism - Answer-Type of consumer activism where ethical products
are favored and unethical products or companies are avoided
Ethnographic research - Answer-Study through direct observation of users in their
natural environment (as opposed to a laboratory environment)
experiential learning - Answer-Changes in behavior in response to direct
experience; learning as a reflection on doing
experimental research - Answer-Primary marketing research technique that
explores the impact of one or more factors, such as the comparison of two
marketing campaigns
