WGU D077 – Concepts in Marketing, Sales & Customer Contact 2025–
2026 | OA Practice Questions with Verified Answers & Detailed
Explanations | Marketing Fundamentals, Sales Strategies, Customer
Relationship Management, Consumer Behavior, Digital Marketing, Ethics &
WGU Objective Assessment Prep
1. What is the primary goal of marketing?
• A) To increase the number of products manufactured
• B) To create value for customers
• C) To reduce costs of production
• D) To manage supply chains
CORRECT ANSWER: B
Rationale: The primary goal of marketing is to create value for customers, which in turn helps
businesses achieve growth and profit.
2. Which of the following is a key component of the marketing mix?
• A) Infrastructure
• B) Legal regulations
• C) Price
• D) Employee satisfaction
CORRECT ANSWER: C
Rationale: The marketing mix, often referred to as the 4 Ps (Product, Price, Place, Promotion),
includes price as a crucial component in determining how a product is perceived and marketed.
3. What does CRM stand for?
• A) Cost Reduction Management
• B) Customer Relationship Management
• C) Consumer Retail Marketing
• D) Credit Risk Management
CORRECT ANSWER: B
Rationale: CRM stands for Customer Relationship Management, which is the practice of
managing a company’s interactions with current and potential customers.
4. Which of the following is an example of a B2B relationship?
• A) A customer buying groceries from a supermarket
, • B) A manufacturer selling products to a retailer
• C) A consumer purchasing a book online
• D) A traveler booking a flight
CORRECT ANSWER: B
Rationale: B2B (Business-to-Business) relationships involve transactions between businesses,
such as a manufacturer selling to a retailer.
5. What is segmentation in marketing?
• A) Dividing a market into distinct groups of buyers
• B) Creating a single marketing strategy for all customers
• C) Focusing solely on product features
• D) Analyzing competitor prices
CORRECT ANSWER: A
Rationale: Segmentation is the process of dividing a market into distinct groups of buyers who
have different needs or behaviors, allowing for more targeted marketing strategies.
6. Which of the following is NOT a characteristic of a service?
• A) Intangibility
• B) Inseparability
• C) Durability
• D) Variability
CORRECT ANSWER: C
Rationale: Services are characterized by intangibility, inseparability, and variability, but they are
not durable as they cannot be stored.
7. What does SWOT analysis evaluate?
• A) Strengths, Weaknesses, Opportunities, Threats
• B) Sales, Workforce, Operations, Techniques
• C) Strategies, Whitepapers, Objectives, Tactics
• D) Systems, Workflows, Overheads, Timelines
CORRECT ANSWER: A
Rationale: SWOT analysis is a strategic planning tool that identifies internal strengths and
weaknesses, as well as external opportunities and threats.
,8. Which promotional strategy is focused on creating a positive image and relationship
with customers?
• A) Sales promotions
• B) Public Relations
• C) Advertising
• D) Direct marketing
CORRECT ANSWER: B
Rationale: Public relations (PR) focuses on managing the public image and building
relationships with customers and the community.
9. The AIDA model stands for:
• A) Awareness, Interest, Demand, Action
• B) Attention, Interest, Desire, Action
• C) Assessment, Ideas, Decisions, Analysis
• D) Attention, Information, Decision, Action
CORRECT ANSWER: B
Rationale: The AIDA model describes the stages a consumer goes through in the purchasing
process: Attention, Interest, Desire, and Action.
10. Which of the following is a digital marketing channel?
• A) Billboards
• B) Direct mail
• C) Social media
• D) Television
CORRECT ANSWER: C
Rationale: Social media is a digital marketing channel used for engaging customers and
promoting products online.
11. What is the purpose of market research?
• A) To gather information about consumers and markets
• B) To increase product prices
, • C) To reduce competition
• D) To forecast sales without data
CORRECT ANSWER: A
Rationale: Market research aims to gather information about consumers, market conditions,
and competitors to inform business decisions.
12. Which type of selling involves direct interaction between a salesperson and a
customer?
• A) Personal selling
• B) Telemarketing
• C) Internet selling
• D) Mail order
CORRECT ANSWER: A
Rationale: Personal selling involves face-to-face interaction between a salesperson and a
customer to facilitate a sale.
13. What does "branding" typically involve?
• A) Creating a unique name and image for a product
• B) Monitoring market trends
• C) Reducing product prices
• D) Increasing production efficiency
CORRECT ANSWER: A
Rationale: Branding involves creating a unique name, design, and image that differentiates a
product or service from competitors.
14. Which of the following is a common method of digital advertising?
• A) Newspapers
• B) Radio
• C) Pay-per-click (PPC)
• D) Magazine ads
CORRECT ANSWER: C
Rationale: Pay-per-click (PPC) advertising is a common digital advertising method where
advertisers pay for each click on their ads.
2026 | OA Practice Questions with Verified Answers & Detailed
Explanations | Marketing Fundamentals, Sales Strategies, Customer
Relationship Management, Consumer Behavior, Digital Marketing, Ethics &
WGU Objective Assessment Prep
1. What is the primary goal of marketing?
• A) To increase the number of products manufactured
• B) To create value for customers
• C) To reduce costs of production
• D) To manage supply chains
CORRECT ANSWER: B
Rationale: The primary goal of marketing is to create value for customers, which in turn helps
businesses achieve growth and profit.
2. Which of the following is a key component of the marketing mix?
• A) Infrastructure
• B) Legal regulations
• C) Price
• D) Employee satisfaction
CORRECT ANSWER: C
Rationale: The marketing mix, often referred to as the 4 Ps (Product, Price, Place, Promotion),
includes price as a crucial component in determining how a product is perceived and marketed.
3. What does CRM stand for?
• A) Cost Reduction Management
• B) Customer Relationship Management
• C) Consumer Retail Marketing
• D) Credit Risk Management
CORRECT ANSWER: B
Rationale: CRM stands for Customer Relationship Management, which is the practice of
managing a company’s interactions with current and potential customers.
4. Which of the following is an example of a B2B relationship?
• A) A customer buying groceries from a supermarket
, • B) A manufacturer selling products to a retailer
• C) A consumer purchasing a book online
• D) A traveler booking a flight
CORRECT ANSWER: B
Rationale: B2B (Business-to-Business) relationships involve transactions between businesses,
such as a manufacturer selling to a retailer.
5. What is segmentation in marketing?
• A) Dividing a market into distinct groups of buyers
• B) Creating a single marketing strategy for all customers
• C) Focusing solely on product features
• D) Analyzing competitor prices
CORRECT ANSWER: A
Rationale: Segmentation is the process of dividing a market into distinct groups of buyers who
have different needs or behaviors, allowing for more targeted marketing strategies.
6. Which of the following is NOT a characteristic of a service?
• A) Intangibility
• B) Inseparability
• C) Durability
• D) Variability
CORRECT ANSWER: C
Rationale: Services are characterized by intangibility, inseparability, and variability, but they are
not durable as they cannot be stored.
7. What does SWOT analysis evaluate?
• A) Strengths, Weaknesses, Opportunities, Threats
• B) Sales, Workforce, Operations, Techniques
• C) Strategies, Whitepapers, Objectives, Tactics
• D) Systems, Workflows, Overheads, Timelines
CORRECT ANSWER: A
Rationale: SWOT analysis is a strategic planning tool that identifies internal strengths and
weaknesses, as well as external opportunities and threats.
,8. Which promotional strategy is focused on creating a positive image and relationship
with customers?
• A) Sales promotions
• B) Public Relations
• C) Advertising
• D) Direct marketing
CORRECT ANSWER: B
Rationale: Public relations (PR) focuses on managing the public image and building
relationships with customers and the community.
9. The AIDA model stands for:
• A) Awareness, Interest, Demand, Action
• B) Attention, Interest, Desire, Action
• C) Assessment, Ideas, Decisions, Analysis
• D) Attention, Information, Decision, Action
CORRECT ANSWER: B
Rationale: The AIDA model describes the stages a consumer goes through in the purchasing
process: Attention, Interest, Desire, and Action.
10. Which of the following is a digital marketing channel?
• A) Billboards
• B) Direct mail
• C) Social media
• D) Television
CORRECT ANSWER: C
Rationale: Social media is a digital marketing channel used for engaging customers and
promoting products online.
11. What is the purpose of market research?
• A) To gather information about consumers and markets
• B) To increase product prices
, • C) To reduce competition
• D) To forecast sales without data
CORRECT ANSWER: A
Rationale: Market research aims to gather information about consumers, market conditions,
and competitors to inform business decisions.
12. Which type of selling involves direct interaction between a salesperson and a
customer?
• A) Personal selling
• B) Telemarketing
• C) Internet selling
• D) Mail order
CORRECT ANSWER: A
Rationale: Personal selling involves face-to-face interaction between a salesperson and a
customer to facilitate a sale.
13. What does "branding" typically involve?
• A) Creating a unique name and image for a product
• B) Monitoring market trends
• C) Reducing product prices
• D) Increasing production efficiency
CORRECT ANSWER: A
Rationale: Branding involves creating a unique name, design, and image that differentiates a
product or service from competitors.
14. Which of the following is a common method of digital advertising?
• A) Newspapers
• B) Radio
• C) Pay-per-click (PPC)
• D) Magazine ads
CORRECT ANSWER: C
Rationale: Pay-per-click (PPC) advertising is a common digital advertising method where
advertisers pay for each click on their ads.
