WGU D077 CONCEPTS IN MARKETING,
SALES, AND CUSTOMER CONTACT
PRACTICE EXAMINATION 2026
QUESTIONS WITH ANSWERS GRADED A+
◍ Which example illustrates how artificial intelligence and the internet of
things positively affect sales and marketing?A customer uses a store's
mobile application to make a purchase.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.Chat-bots answer customers' product
questions in real time.After a salesperson has a customer conversation,
details of that engagement are saved in a customer relationship management
tool..
Answer: Chat-bots answer customers' product questions in real time.
Chat-bots are a technology based on artificial intelligence used to provide
answers in real time, thereby raising the likelihood of that customer
purchasing the product.
◍ Scott was hired by a major appliance manufacturer to train salespeople to
anticipate the questions and needs of customers who purchase luxury
appliances. He has learned that there are eight major factors customers need
to have satisfied in order to purchase an appliance that is priced at over
$5,000: brand, price, design, performance, durability, innovation,
technology, and fit.Scott's sales team wants to learn as much as possible
about why customers purchase luxury appliances, how to observe and react
to consumer behavior, how to market to customer motivations, and how to
sell warranty products and services.The customer asks how the retailer will
dispose of the old appliances currently located in the space where the new
outdoor kitchen will be located. The question stems from a desire to make
, future purchase decisions based on which companies actively recycle.What
kind of decision-making is being used by this c.
Answer: Ethical consumerism
◍ A manufacturer of laminate wood flooring is seeking to expand its target
market.What B2C option does the company have?.
Answer: Local homeowners
◍ Which step of the sales cycle describes a salesperson researching targeted
customers that may be interested in a product?.
Answer: Prospecting and qualifying
◍ An online consignment store offers free gifts with purchases within the next
30 days using an attractive and easy-to-use website.Which part of the
marketing mix is represented by the company's website.
Answer: Place and promotion
◍ Price fixing.
Answer: an agreement among firms to charge one price for the same good
◍ The chief financial officer (CFO) asks the marketing managers to generate,
collectively, an additional $250,000 in sales annually.What type of planning
is the CFO asking managers to conduct?Strategic marketing with
controllable elementsTactical marketing with controllable elementsStrategic
marketing with uncontrollable elementsTactical marketing with
uncontrollable elements.
Answer: Strategic marketing with uncontrollable elements. Strategic
marketing provides goals, but does not include the specific, tactical actions
to be taken to achieve the marketing strategy.
◍ Buyer Decision Making Process.
Answer: Problem/opportunity, Seach, Evaluation, Decision, Buy,
Post-Purchase
◍ A realtor wants to sell luxury vacation homes and would like to identify
potential buyers. What must the realtor understand to target this group?.
Answer: How buyers arrive at the decision to purchase a luxury vacation
, home
◍ Syncratic Decision Making.
Answer: Both partners may also independently make equal decisions and
say
◍ A mattress retailer sells a variety of quality mattresses. The company wishes
to reach a large customer base by offering graduated rebates to different
customers depending on the size and quality of the mattress purchased by
the customer. Several commercials are developed to highlight each mattress
along with its accompanying rebate. What type of targeting strategy is being
used by the mattress retailer?.
Answer: Differentiated
◍ What is one factor a company should consider when designing a team
selling approach?.
Answer: How rewards will be distributed
◍ Direct VS Indirect Distribution.
Answer: Direct distribution is when products are sold from producers to end
users and consumers. Indirect distribution involves marketing
intermediaries, or organizations that assist in moving goods and services
from producers to end user and consumers. These commonly include agents
and brokers, industrial distributors, wholesalers, and retailers.
◍ Channel conflict.
Answer: Occurs when producers disintermediate their channel partners, such
as distributers, retailers, dealers, and sales representatives, by selling their
products directly to consumers through general marketing or through
e-commerce. To avoid a channel conflict in a click-and-mortar business, it is
necessary to ensure that both traditional and online channels are fully
integrated.
◍ What is the main function of marketing?.
Answer: Bringing value to customers
◍ BCG Question Mark.
, Answer: has low market share currently, but is in a growing industry. it is
consuming financing and creating a low rate of return for now, but its
direction is unclear. has the potential to become either a star or a dog, so
close monitoring is needed to determine its growth potential.
◍ Consumer research indicates.
Answer: how products or services are chosen and consumed.
◍ Retention equity (customer equity driver).
Answer: Retention equity—the tendency of the customer to stick with the
brand, even when it is priced higher than an otherwise equal product.
◍ A company uses unified and constant communication to reach its customers,
including print media, retail signage, an e-commerce website, and social
media.What type of communication is this company using?.
Answer: Omnichannel
◍ Which presentation format tends to be the most successful in building a
salesperson-customer bond?A canned presentationA fully automated
presentationAn unstructured presentationA structured presentation.
Answer: An unstructured presentation. This type of presentation is based on
listening to customers and asking questions tailored to their needs and
wants.
◍ During a meeting, a marketing department describes the sales goals for the
year, the target markets selected, and the actions the department will
undertake to reach these goals.Which portion of the marketing planning
process was discussed during this meeting?.
Answer: Marketing strategy
◍ Bargaining power of buyers.
Answer: Bargaining power of buyers: The bargaining power of customers is
the ability of customers to put a company under pressure, which also affects
the customer's sensitivity to price changes. If the supply greatly outstrips the
demand, the buyers have more power than the suppliers.
◍ Which ethical practice should be used to enrich the information obtained
SALES, AND CUSTOMER CONTACT
PRACTICE EXAMINATION 2026
QUESTIONS WITH ANSWERS GRADED A+
◍ Which example illustrates how artificial intelligence and the internet of
things positively affect sales and marketing?A customer uses a store's
mobile application to make a purchase.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.Chat-bots answer customers' product
questions in real time.After a salesperson has a customer conversation,
details of that engagement are saved in a customer relationship management
tool..
Answer: Chat-bots answer customers' product questions in real time.
Chat-bots are a technology based on artificial intelligence used to provide
answers in real time, thereby raising the likelihood of that customer
purchasing the product.
◍ Scott was hired by a major appliance manufacturer to train salespeople to
anticipate the questions and needs of customers who purchase luxury
appliances. He has learned that there are eight major factors customers need
to have satisfied in order to purchase an appliance that is priced at over
$5,000: brand, price, design, performance, durability, innovation,
technology, and fit.Scott's sales team wants to learn as much as possible
about why customers purchase luxury appliances, how to observe and react
to consumer behavior, how to market to customer motivations, and how to
sell warranty products and services.The customer asks how the retailer will
dispose of the old appliances currently located in the space where the new
outdoor kitchen will be located. The question stems from a desire to make
, future purchase decisions based on which companies actively recycle.What
kind of decision-making is being used by this c.
Answer: Ethical consumerism
◍ A manufacturer of laminate wood flooring is seeking to expand its target
market.What B2C option does the company have?.
Answer: Local homeowners
◍ Which step of the sales cycle describes a salesperson researching targeted
customers that may be interested in a product?.
Answer: Prospecting and qualifying
◍ An online consignment store offers free gifts with purchases within the next
30 days using an attractive and easy-to-use website.Which part of the
marketing mix is represented by the company's website.
Answer: Place and promotion
◍ Price fixing.
Answer: an agreement among firms to charge one price for the same good
◍ The chief financial officer (CFO) asks the marketing managers to generate,
collectively, an additional $250,000 in sales annually.What type of planning
is the CFO asking managers to conduct?Strategic marketing with
controllable elementsTactical marketing with controllable elementsStrategic
marketing with uncontrollable elementsTactical marketing with
uncontrollable elements.
Answer: Strategic marketing with uncontrollable elements. Strategic
marketing provides goals, but does not include the specific, tactical actions
to be taken to achieve the marketing strategy.
◍ Buyer Decision Making Process.
Answer: Problem/opportunity, Seach, Evaluation, Decision, Buy,
Post-Purchase
◍ A realtor wants to sell luxury vacation homes and would like to identify
potential buyers. What must the realtor understand to target this group?.
Answer: How buyers arrive at the decision to purchase a luxury vacation
, home
◍ Syncratic Decision Making.
Answer: Both partners may also independently make equal decisions and
say
◍ A mattress retailer sells a variety of quality mattresses. The company wishes
to reach a large customer base by offering graduated rebates to different
customers depending on the size and quality of the mattress purchased by
the customer. Several commercials are developed to highlight each mattress
along with its accompanying rebate. What type of targeting strategy is being
used by the mattress retailer?.
Answer: Differentiated
◍ What is one factor a company should consider when designing a team
selling approach?.
Answer: How rewards will be distributed
◍ Direct VS Indirect Distribution.
Answer: Direct distribution is when products are sold from producers to end
users and consumers. Indirect distribution involves marketing
intermediaries, or organizations that assist in moving goods and services
from producers to end user and consumers. These commonly include agents
and brokers, industrial distributors, wholesalers, and retailers.
◍ Channel conflict.
Answer: Occurs when producers disintermediate their channel partners, such
as distributers, retailers, dealers, and sales representatives, by selling their
products directly to consumers through general marketing or through
e-commerce. To avoid a channel conflict in a click-and-mortar business, it is
necessary to ensure that both traditional and online channels are fully
integrated.
◍ What is the main function of marketing?.
Answer: Bringing value to customers
◍ BCG Question Mark.
, Answer: has low market share currently, but is in a growing industry. it is
consuming financing and creating a low rate of return for now, but its
direction is unclear. has the potential to become either a star or a dog, so
close monitoring is needed to determine its growth potential.
◍ Consumer research indicates.
Answer: how products or services are chosen and consumed.
◍ Retention equity (customer equity driver).
Answer: Retention equity—the tendency of the customer to stick with the
brand, even when it is priced higher than an otherwise equal product.
◍ A company uses unified and constant communication to reach its customers,
including print media, retail signage, an e-commerce website, and social
media.What type of communication is this company using?.
Answer: Omnichannel
◍ Which presentation format tends to be the most successful in building a
salesperson-customer bond?A canned presentationA fully automated
presentationAn unstructured presentationA structured presentation.
Answer: An unstructured presentation. This type of presentation is based on
listening to customers and asking questions tailored to their needs and
wants.
◍ During a meeting, a marketing department describes the sales goals for the
year, the target markets selected, and the actions the department will
undertake to reach these goals.Which portion of the marketing planning
process was discussed during this meeting?.
Answer: Marketing strategy
◍ Bargaining power of buyers.
Answer: Bargaining power of buyers: The bargaining power of customers is
the ability of customers to put a company under pressure, which also affects
the customer's sensitivity to price changes. If the supply greatly outstrips the
demand, the buyers have more power than the suppliers.
◍ Which ethical practice should be used to enrich the information obtained
