WGU D077 CONCEPTS IN MARKETING,
SALES, AND CUSTOMER CONTACT
CERTIFICATION SCRIPT 2026 QUESTIONS
WITH SOLUTIONS GRADED A+
◍ Omni-channel.
Answer: Unified and consistent communication with customers across all
channels a company employs
◍ David recently learned about Sprout's grocery delivery service in Brockton.
He has decided to start a similar business for nearby farming communities
by leveraging the relationships he has built with farmers in five
counties.David will offer delivery of farm-fresh produce, meats, and other
items that customers can typically only purchase at farmers' markets. The
customers would be charged the cost of the groceries plus a delivery
fee.Before he starts his business, David needs to conduct market research.In
working with influencers on a local grocery blog, David was asked to share
the contact information of the people who were interviewed for the grocery
delivery business.Which ethical conflict does this opportunity
present?Stereotyping interview participantsUsing data in ways not
disclosedEngaging in a conflict of interestAvoiding discriminatory
practices.
Answer: Using data in ways not disclosed
◍ Industry and professional associations.
Answer: data or research within the members of the organization. online or
offline news, magazines, newsletters, and journals and collect data about
their industry or profession. (five common techniques for sourcing
secondary data)
,◍ Business-to-Consumer (B2C).
Answer: a company does business with individual customers. Includes: mass
marketing, a single purchase, a single step buying process.
◍ A sales manager is reviewing sales reports from the previous quarter and
wants to increase sales in the upcoming quarter by focusing on existing
customers with a high customer lifetime value.What is one way to maintain
an ongoing relationship with these
customers?ProspectingNetworkingQualifyingMarketing.
Answer: Marketing
◍ What is a benefit of knowing a customer's lifetime value?Determine staffing
of marketing department.Assess profitability of marketing
campaigns.Forecast future sales numbers.Budget for new product
development..
Answer: Assess profitability of marketing campaigns.
◍ Administrated Vertical marketing systems.
Answer: A leader facilitates production and distribution. One company
controls a variety of distributions and productions. (vertical marketing
system)
◍ A community center director decides to add free breakfast, lunch, and dinner
services because 20% of the city's population suffers from food insecurity.
The director plans to partner with a local food warehouse to prepare meals
made fresh from meats, vegetables, fruits, and breads that the warehouse is
unable to sell by 5 PM the previous day. The center will be the first in its
city to partner with a for-profit organization to create a program for those in
need of three nutritious meals a day. The director plans to design and
implement a marketing campaign to create awareness of the center's meal
program and encourage all local organizations to provide transportation for
those in need of meals.This campaign will be implemented through
newspaper advertising, social media, downtown association newsletter and
signage, and cobranding with the food warehouse. All organizations that
provide transportation will be featured in the community center's marketing
, campaign as partners in creating a more food-secure community.The
director plans to post the menu for the day by 5:00 each morning. This
information will include the nutrition facts associated with breakfast, lunch,
and dinner, and describe the standards used in the meal preparation.Which
activity is the community center using to create value through its menu
marketing?Promoting its food partnershipsCreating awareness of fresh
mealsIdentifying the food insecurityCo-branding with the warehouse.
Answer: Creating awareness of fresh meals
◍ six primary research techniques.
Answer: Observation, In-depth interview, Focus Groups, Social Listening,
Survey Research, and Experiments,
◍ Bargaining power of Suppliers.
Answer: when there are few substitutes, suppliers of materials, components,
labor, and services the supplier has power over the organization. Suppliers
can make demands. (five forces identified in Porter's five forces model)
◍ Which type of sales approach occurs with a recorded sales pitch,
programmed to be played over the phone via automatic dialing?Team
sellingTelemarketingCustomer-empowered sellingSolution selling.
Answer: Telemarketing
◍ 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?Bait and switchPyramid schemeHard
sellingPlanned obsolescence.
Answer: Planned obsolescence
◍ A company is looking to contract a web-design firm to develop its
intranet.Which role is IT fulfilling in the buying
center?GatekeeperInitiatorInfluencerDecider.
Answer: Influencer
◍ A regional sales representative for an electronic health record (EHR) wants
, to increase sales to doctor's offices in the area.Which strategy is effective to
increase B2B sales?Running advertising on local radio stationsSetting up a
booth at regional conventionsMailing sales brochures to office
managersMeeting with doctors and office management.
Answer: Meeting with doctors and office management
◍ In-depth interview.
Answer: Talking one on one (six primary research techniques)
◍ penetration pricing.
Answer: Intentionally pricing a product lower than the market price to gain
market share in a new market (Pricing Strategy)
◍ Product research.
Answer: Product research explores where opportunities and gaps exist for
improving existing products or introducing new ones, concept testing, sizing
the market for a product, market penetration, prioritizing product features
and preferences, testing product effectiveness and customer receptivity, user
testing, pricing strategies, product naming and branding, and gauging how to
position a product relative to competitors. (five common subjects that
marketing research investigate.)
◍ When visiting an ice cream shop, an individual always chooses the mint
chip flavor.What type of problem-solving behavior is this individual
exhibiting?RoutineExtendedLimitedInvolvement.
Answer: Routine
◍ What is considered a less tangible benefit of customer lifetime value?Higher
conversion ratesIncrease in revenuesMeeting quarterly sales goalsLoyalty to
the brand.
Answer: Loyalty to the brand
◍ What is the relationship between sales and marketing in a firm's business
strategy?Sales includes the exchange of money of a company's product or
service, while marketing is the process of communicating the value of a
product or service.Sales includes the process of communicating the value of
SALES, AND CUSTOMER CONTACT
CERTIFICATION SCRIPT 2026 QUESTIONS
WITH SOLUTIONS GRADED A+
◍ Omni-channel.
Answer: Unified and consistent communication with customers across all
channels a company employs
◍ David recently learned about Sprout's grocery delivery service in Brockton.
He has decided to start a similar business for nearby farming communities
by leveraging the relationships he has built with farmers in five
counties.David will offer delivery of farm-fresh produce, meats, and other
items that customers can typically only purchase at farmers' markets. The
customers would be charged the cost of the groceries plus a delivery
fee.Before he starts his business, David needs to conduct market research.In
working with influencers on a local grocery blog, David was asked to share
the contact information of the people who were interviewed for the grocery
delivery business.Which ethical conflict does this opportunity
present?Stereotyping interview participantsUsing data in ways not
disclosedEngaging in a conflict of interestAvoiding discriminatory
practices.
Answer: Using data in ways not disclosed
◍ Industry and professional associations.
Answer: data or research within the members of the organization. online or
offline news, magazines, newsletters, and journals and collect data about
their industry or profession. (five common techniques for sourcing
secondary data)
,◍ Business-to-Consumer (B2C).
Answer: a company does business with individual customers. Includes: mass
marketing, a single purchase, a single step buying process.
◍ A sales manager is reviewing sales reports from the previous quarter and
wants to increase sales in the upcoming quarter by focusing on existing
customers with a high customer lifetime value.What is one way to maintain
an ongoing relationship with these
customers?ProspectingNetworkingQualifyingMarketing.
Answer: Marketing
◍ What is a benefit of knowing a customer's lifetime value?Determine staffing
of marketing department.Assess profitability of marketing
campaigns.Forecast future sales numbers.Budget for new product
development..
Answer: Assess profitability of marketing campaigns.
◍ Administrated Vertical marketing systems.
Answer: A leader facilitates production and distribution. One company
controls a variety of distributions and productions. (vertical marketing
system)
◍ A community center director decides to add free breakfast, lunch, and dinner
services because 20% of the city's population suffers from food insecurity.
The director plans to partner with a local food warehouse to prepare meals
made fresh from meats, vegetables, fruits, and breads that the warehouse is
unable to sell by 5 PM the previous day. The center will be the first in its
city to partner with a for-profit organization to create a program for those in
need of three nutritious meals a day. The director plans to design and
implement a marketing campaign to create awareness of the center's meal
program and encourage all local organizations to provide transportation for
those in need of meals.This campaign will be implemented through
newspaper advertising, social media, downtown association newsletter and
signage, and cobranding with the food warehouse. All organizations that
provide transportation will be featured in the community center's marketing
, campaign as partners in creating a more food-secure community.The
director plans to post the menu for the day by 5:00 each morning. This
information will include the nutrition facts associated with breakfast, lunch,
and dinner, and describe the standards used in the meal preparation.Which
activity is the community center using to create value through its menu
marketing?Promoting its food partnershipsCreating awareness of fresh
mealsIdentifying the food insecurityCo-branding with the warehouse.
Answer: Creating awareness of fresh meals
◍ six primary research techniques.
Answer: Observation, In-depth interview, Focus Groups, Social Listening,
Survey Research, and Experiments,
◍ Bargaining power of Suppliers.
Answer: when there are few substitutes, suppliers of materials, components,
labor, and services the supplier has power over the organization. Suppliers
can make demands. (five forces identified in Porter's five forces model)
◍ Which type of sales approach occurs with a recorded sales pitch,
programmed to be played over the phone via automatic dialing?Team
sellingTelemarketingCustomer-empowered sellingSolution selling.
Answer: Telemarketing
◍ 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?Bait and switchPyramid schemeHard
sellingPlanned obsolescence.
Answer: Planned obsolescence
◍ A company is looking to contract a web-design firm to develop its
intranet.Which role is IT fulfilling in the buying
center?GatekeeperInitiatorInfluencerDecider.
Answer: Influencer
◍ A regional sales representative for an electronic health record (EHR) wants
, to increase sales to doctor's offices in the area.Which strategy is effective to
increase B2B sales?Running advertising on local radio stationsSetting up a
booth at regional conventionsMailing sales brochures to office
managersMeeting with doctors and office management.
Answer: Meeting with doctors and office management
◍ In-depth interview.
Answer: Talking one on one (six primary research techniques)
◍ penetration pricing.
Answer: Intentionally pricing a product lower than the market price to gain
market share in a new market (Pricing Strategy)
◍ Product research.
Answer: Product research explores where opportunities and gaps exist for
improving existing products or introducing new ones, concept testing, sizing
the market for a product, market penetration, prioritizing product features
and preferences, testing product effectiveness and customer receptivity, user
testing, pricing strategies, product naming and branding, and gauging how to
position a product relative to competitors. (five common subjects that
marketing research investigate.)
◍ When visiting an ice cream shop, an individual always chooses the mint
chip flavor.What type of problem-solving behavior is this individual
exhibiting?RoutineExtendedLimitedInvolvement.
Answer: Routine
◍ What is considered a less tangible benefit of customer lifetime value?Higher
conversion ratesIncrease in revenuesMeeting quarterly sales goalsLoyalty to
the brand.
Answer: Loyalty to the brand
◍ What is the relationship between sales and marketing in a firm's business
strategy?Sales includes the exchange of money of a company's product or
service, while marketing is the process of communicating the value of a
product or service.Sales includes the process of communicating the value of
