WGU D077 CONCEPTS IN MARKETING ,SALES AND CUSTOMER CONTACT OA LATEST EXAM 2023-2024
REAL EXAM 300+ QUESTIONS AND CORRECT ANSWERS
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"
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
,WGU D077 CONCEPTS IN MARKETING ,SALES AND CUSTOMER CONTACT OA LATEST EXAM 2023-2024
REAL EXAM 300+ QUESTIONS AND CORRECT ANSWERS
Bait and switch - (answer) Fraudulent practice where an advertised product is unavailable so a
customer is guided to a more expensive one
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
Bargaining - (answer) The fourth phase in the negotiation process, where the parties seek an
agreement
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 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
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
Bundling - (answer) Grouping related products together and pricing them as a single product.
,WGU D077 CONCEPTS IN MARKETING ,SALES AND CUSTOMER CONTACT OA LATEST EXAM 2023-2024
REAL EXAM 300+ QUESTIONS AND CORRECT ANSWERS
business cycle - (answer) Expansions and contractions in the level of economic activities (business
fluctuations) around a long-term growth trend
business to business (B2B) - (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
business to consumer (B2C) - (answer) Sales directly to the individuals who consume a finished
product
business-to-business (B2B) - (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
business-to-consumer (B2C) - (answer) Sales directly to the individuals who consume a finished
product for personal use
Buyers - (answer) Individuals at an organization who are responsible for the purchase contract, often a
purchasing department
buying center - (answer) Group of decision makers for a purchase by an organization
Channel conflict - (answer) When a company sells products directly to consumers, in competition with
the company's own channel partners
Closed-ended questions - (answer) Questions where a researcher provides a set of options from which
to choose a response, also called structured questions
Closure - (answer) The final phase of negotiation, where an agreement is reached or the negotiation
fails
, WGU D077 CONCEPTS IN MARKETING ,SALES AND CUSTOMER CONTACT OA LATEST EXAM 2023-2024
REAL EXAM 300+ QUESTIONS AND CORRECT ANSWERS
cognitive dissonance - (answer) Mental discomfort triggered by holding two or more contradictory
beliefs, ideas, or values
Collaboration - (answer) Style of handling conflict with high concern for both empathy and self-interest
Competition - (answer) Style of handling conflict focused on self-interest over empathy
Competitive pricing strategy - (answer) Setting the price for a product or service relative to
competitors
Compromise - (answer) Middle-ground style of handling conflict
Concentrated marketing - (answer) Targeting strategy that focuses on a very limited, specific
segment(s) of the market, also called niche marketing
consultative selling - (answer) Sales approach where the seller becomes a trusted advisor to the
customer and builds a relationship to truly understand her needs
consumer behavior - (answer) The study of individuals, groups, or organizations and all the activities
associated with the purchase, use, and disposal of goods and services
consumer confidence - (answer) Statistical measure of consumers' level of optimism about current and
future economic conditions
Consumer involvement - (answer) Level of consumer interest, search, or complex decision-making
consumer - (answer) The user of a purchased product or service
consumers - (answer) The user of a purchased product or service
REAL EXAM 300+ QUESTIONS AND CORRECT ANSWERS
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"
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
,WGU D077 CONCEPTS IN MARKETING ,SALES AND CUSTOMER CONTACT OA LATEST EXAM 2023-2024
REAL EXAM 300+ QUESTIONS AND CORRECT ANSWERS
Bait and switch - (answer) Fraudulent practice where an advertised product is unavailable so a
customer is guided to a more expensive one
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
Bargaining - (answer) The fourth phase in the negotiation process, where the parties seek an
agreement
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 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
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
Bundling - (answer) Grouping related products together and pricing them as a single product.
,WGU D077 CONCEPTS IN MARKETING ,SALES AND CUSTOMER CONTACT OA LATEST EXAM 2023-2024
REAL EXAM 300+ QUESTIONS AND CORRECT ANSWERS
business cycle - (answer) Expansions and contractions in the level of economic activities (business
fluctuations) around a long-term growth trend
business to business (B2B) - (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
business to consumer (B2C) - (answer) Sales directly to the individuals who consume a finished
product
business-to-business (B2B) - (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
business-to-consumer (B2C) - (answer) Sales directly to the individuals who consume a finished
product for personal use
Buyers - (answer) Individuals at an organization who are responsible for the purchase contract, often a
purchasing department
buying center - (answer) Group of decision makers for a purchase by an organization
Channel conflict - (answer) When a company sells products directly to consumers, in competition with
the company's own channel partners
Closed-ended questions - (answer) Questions where a researcher provides a set of options from which
to choose a response, also called structured questions
Closure - (answer) The final phase of negotiation, where an agreement is reached or the negotiation
fails
, WGU D077 CONCEPTS IN MARKETING ,SALES AND CUSTOMER CONTACT OA LATEST EXAM 2023-2024
REAL EXAM 300+ QUESTIONS AND CORRECT ANSWERS
cognitive dissonance - (answer) Mental discomfort triggered by holding two or more contradictory
beliefs, ideas, or values
Collaboration - (answer) Style of handling conflict with high concern for both empathy and self-interest
Competition - (answer) Style of handling conflict focused on self-interest over empathy
Competitive pricing strategy - (answer) Setting the price for a product or service relative to
competitors
Compromise - (answer) Middle-ground style of handling conflict
Concentrated marketing - (answer) Targeting strategy that focuses on a very limited, specific
segment(s) of the market, also called niche marketing
consultative selling - (answer) Sales approach where the seller becomes a trusted advisor to the
customer and builds a relationship to truly understand her needs
consumer behavior - (answer) The study of individuals, groups, or organizations and all the activities
associated with the purchase, use, and disposal of goods and services
consumer confidence - (answer) Statistical measure of consumers' level of optimism about current and
future economic conditions
Consumer involvement - (answer) Level of consumer interest, search, or complex decision-making
consumer - (answer) The user of a purchased product or service
consumers - (answer) The user of a purchased product or service
