WGU D077 CONCEPTS IN MARKETING, SALES, AND CUSTOMER CONTACT EXAM WITH 100% CORRECT ANSWERS 2026

WGU D077 CONCEPTS IN MARKETING,
SALES, AND CUSTOMER CONTACT EXAM
WITH 100% CORRECT ANSWERS 2026

A/B ytesting y y( ycorrect yanswers y) yA ymarketing yexperiment ywhere ytwo yvariants yof ya
ycampaign yare ytested yto ysee ywhich yone yis ymost yeffective y
y

Accommodation y y( ycorrect yanswers y) yStyle yof yhandling yconflict yfocused yon yempathy
yover yself-interest y
y

Adaptive yselling y y( ycorrect yanswers y) yUsing ysocial ystyles yto ycustomize ya ysales yapproach
yto ythe yspecific ycustomer y
y

administered yvertical ymarketing ysystem y y( ycorrect yanswers y) yCooperation ybetween
ylevels yof ya ydistribution ychannel ywhere yone ymember ysets ythe yterms ydue yto yits ysize yand

yinfluence y
y

advertising y y( ycorrect yanswers y) yPaid yform yof ynonpersonal ypromotion y
y

amiable y y( ycorrect yanswers y) yPeople ywith ythis ysocial ystyle ywant yto yknow y"why" y
y

analytical y y( ycorrect yanswers y) yPeople ywith ythis ysocial ystyle ywant yto yknow y"how" y
y

artificial yintelligence y y( ycorrect yanswers y) yIntelligent ymachines y(computers) ycapable yof
ylearning yand yinteracting y
y

attitudes y y( ycorrect yanswers y) yPositive, ynegative, yor yambivalent yevaluation yof ypeople,
yobjects, yevent, yactivities, yideas, yor yanything yelse yin ythe yenvironment y
y

attributes y y( ycorrect yanswers y) yCharacteristics ythat ydefine ya yproduct yand ywill yinfluence
ythe ycustomer's ypurchase ydecision y
y

Avoidance y y( ycorrect yanswers y) yStyle yof yhandling yconflict ywith ylittle yempathy yor
yselfinterest y
y

B2B ysales y y( ycorrect yanswers y) ySales yto yanother ycompany ythat yconsumes ythe yproduct
yor yservices yas ypart yof yoperating ythe ybusiness yor yuses ythe yproduct yin ythe yassembly yof

ythe yfinal yproduct yit ysells yto yconsumers y
y

Bait yand yswitch y y( ycorrect yanswers y) yFraudulent ypractice ywhere yan yadvertised yproduct yis
yunavailable yso ya ycustomer yis yguided yto ya ymore yexpensive yone y
y

Bargaining ypower yof ybuyers y y( ycorrect yanswers y) yOne yof yPorter's yFive yForces—the
ypower yof ycustomers yto ydrive ydown yprices yif ysupply yexceeds ydemand y
y

,Bargaining ypower yof ysuppliers y y( ycorrect yanswers y) yOne yof yPorter's yFive yForces—the
ypower yof ysuppliers ywhen ythere yare yfew yalternative ysources yfor ythe yproducts'

ycomponents y
y

Bargaining y y( ycorrect yanswers y) yThe yfourth yphase yin ythe ynegotiation yprocess, ywhere ythe
yparties yseek yan yagreement y
y

BCG yMatrix y y( ycorrect yanswers y) yPlanning ytool ywhich yuses ya yquadrant yto ymap ythe
ystrategic yposition yof ya ybusiness ybrand ybased yon ythe ybrand's ymarket yshare yand ythe

ymarket's ygrowth ypotential y
y

behavioral yobservation y y( ycorrect yanswers y) yPrimary ymarketing yresearch ytechnique
yinvolving yformal yor yinformal yobservation yof ycustomers yand ynoncustomers y
y

boycott y y( ycorrect yanswers y) yVoluntary yand yintentional yrefusal yto ybuy yproducts yfrom ya
ycertain yperson, ycompany, yor ycountry yfor yethical yor ypolitical yreasons y
y

brand yequity y y( ycorrect yanswers y) yOne yof ythe ydrivers yof ycustomer yequity, ybased yon yhow
ythe ycustomer yassesses ythe yvalue yof ythe ybrand y
y

brand yloyalty y y( ycorrect yanswers y) yThe yfaithfulness yof ycustomer's yto ya yparticular
ycompany yand yits yproducts y
y

brand y y( ycorrect yanswers y) yThe yunique yidentity yand yassociations yof ya ycompany, yoften
ycaptured yin ya ydesign, ysign, ysymbol, yor ywords ythat yidentify ya yproduct yand ydifferentiate yit

yfrom ycompetitors y
y

Bundling y y( ycorrect yanswers y) yGrouping yrelated yproducts ytogether yand ypricing ythem yas ya
ysingle yproduct. y
y

business ycycle y y( ycorrect yanswers y) yExpansions yand ycontractions yin ythe ylevel yof
yeconomic yactivities y(business yfluctuations) yaround ya ylong-term ygrowth ytrend y
y

business yto ybusiness y(B2B) y y( ycorrect yanswers y) ySales yto yanother ycompany ythat
yconsumes ythe yproduct yor yservices yas ypart yof yoperating ythe ybusiness yor yuses ythe

yproduct yin ythe yassembly yof ythe yfinal yproduct yit ysells yto yconsumers y
y

business yto yconsumer y(B2C) y y( ycorrect yanswers y) ySales ydirectly yto ythe yindividuals ywho
yconsume ya yfinished yproduct y
y

business-to-business y(B2B) y y( ycorrect yanswers y) ySales yto yanother ycompany ythat
yconsumes ythe yproduct yor yservices yas ypart yof yoperating ythe ybusiness yor yuses ythe

yproduct yin ythe yassembly yof ythe yfinal yproduct yit ysells yto yconsumers y
y

business-to-consumer y(B2C) y y( ycorrect yanswers y) ySales ydirectly yto ythe yindividuals ywho
yconsume ya yfinished yproduct yfor ypersonal yuse y
y

Buyers y y( ycorrect yanswers y) yIndividuals yat yan yorganization ywho yare yresponsible yfor ythe
ypurchase ycontract, yoften ya ypurchasing ydepartment y
y

buying ycenter y y( ycorrect yanswers y) yGroup yof ydecision ymakers yfor ya ypurchase yby yan
yorganization y
y

,Channel yconflict y y( ycorrect yanswers y) yWhen ya ycompany ysells yproducts ydirectly yto
yconsumers, yin ycompetition ywith ythe ycompany's yown ychannel ypartners y
y

Closed-ended yquestions y y( ycorrect yanswers y) yQuestions ywhere ya yresearcher yprovides ya
yset yof yoptions yfrom ywhich yto ychoose ya yresponse, yalso ycalled ystructured yquestions y
y

Closure y y( ycorrect yanswers y) yThe yfinal yphase yof ynegotiation, ywhere yan yagreement yis
yreached yor ythe ynegotiation yfails y
y

cognitive ydissonance y y( ycorrect yanswers y) yMental ydiscomfort ytriggered yby yholding ytwo yor
ymore ycontradictory ybeliefs, yideas, yor yvalues y
y

Collaboration y y( ycorrect yanswers y) yStyle yof yhandling yconflict ywith yhigh yconcern yfor yboth
yempathy yand yself-interest y
y

Competition y y( ycorrect yanswers y) yStyle yof yhandling yconflict yfocused yon yself-interest yover
yempathy y
y

Competitive ypricing ystrategy y y( ycorrect yanswers y) ySetting ythe yprice yfor ya yproduct yor
yservice yrelative yto ycompetitors y
y

Compromise y y( ycorrect yanswers y) yMiddle-ground ystyle yof yhandling yconflict y
y

Concentrated ymarketing y y( ycorrect yanswers y) yTargeting ystrategy ythat yfocuses yon ya yvery
ylimited, yspecific ysegment(s) yof ythe ymarket, yalso ycalled yniche ymarketing y
y

consultative yselling y y( ycorrect yanswers y) ySales yapproach ywhere ythe yseller ybecomes ya
ytrusted yadvisor yto ythe ycustomer yand ybuilds ya yrelationship yto ytruly yunderstand yher yneeds
y
y

consumer ybehavior y y( ycorrect yanswers y) yThe ystudy yof yindividuals, ygroups, yor
yorganizations yand yall ythe yactivities yassociated ywith ythe ypurchase, yuse, yand ydisposal yof

ygoods yand yservices y
y

consumer yconfidence y y( ycorrect yanswers y) yStatistical ymeasure yof yconsumers' ylevel yof
yoptimism yabout ycurrent yand yfuture yeconomic yconditions y

Consumer yinvolvement y y( ycorrect yanswers y) yLevel yof yconsumer yinterest, ysearch, yor
ycomplex ydecision-making y
y

consumer y y( ycorrect yanswers y) yThe yuser yof ya ypurchased yproduct yor yservice y
y

consumers y y( ycorrect yanswers y) yThe yuser yof ya ypurchased yproduct yor yservice y
y

Content ymarketing y y( ycorrect yanswers y) yPromotion ythrough ythe ycreation yand ysharing yof
ymessages yand ymaterials ydesigned yto ystimulate yinterest yin ya yproduct y
y

contractual yvertical ymarketing ysystem y y( ycorrect yanswers y) yCooperation ybetween ylevels
yof ya ydistribution ychannel yas ydescribed yby ya yformal yagreement y
y

cookies y y( ycorrect yanswers y) yA ysmall ypacket yof yinformation ystored yon yyour yweb ybrowser
yto yhelp ya ywebsite ykeep ytrack yof yyour yvisits yand yactivity y
y

, Corporate ySocial yResponsibility y(CSR) y y( ycorrect yanswers y) yWay yof yconducting
ybusiness ywith ycommitment yto ythe yvalues, ynorms, yand yexpectations yof ysociety yfor ysocial

yresponsibility y
y

corporate yvertical ymarketing ysystem y y( ycorrect yanswers y) yOwnership yby ya ysingle
ycompany yof yall ylevels yof yproduction yand ydistribution y
y

culture y y( ycorrect yanswers y) yThe ycustoms, yarts, ysocial yinstitutions, ybeliefs, yand yvalue
ysystems yof ya yparticular ypeople, ynation, yor ysocial ygroup y
y

customer yequity y y( ycorrect yanswers y) yThe ycombined ycustomer ylifetime yvalues yof yall ythe
ycompany's ycustomers y
y

customer ylife ycycle y y( ycorrect yanswers y) yThe ysteps yin ythe ycustomer yrelationship ywith ya
ycompany, yfrom yinitial ycontact yto yloyalty y
y

Customer ylifetime yvalue y y( ycorrect yanswers y) yThe ytotal yprofit ya ycompany yexpects yto ygain
yfrom ya ycustomer ythroughout ythe yrelationship y
y

Customer yrelationship ymanagement y(CRM) y y( ycorrect yanswers y) yProcesses
yimplemented yby ya ycompany yto yhandle yits ycontact ywith ycustomers ywith ythe ygoal yof

ycreating ya yunified ycustomer yexperience yto ymaximize yretention y
y

customer ysatisfaction y y( ycorrect yanswers y) yA ymeasure yof yhow yproducts yor yservices
ydelivered yby ya ycompany ymeet yor yexceed ycustomer yexpectations y
y

customer y y( ycorrect yanswers y) yThe ypurchaser yof ya yproduct yor yservice y
y

customers y y( ycorrect yanswers y) yThe ypurchasers yof ya ygood yor yservice y
y

Database ymarketing yorganizations y y( ycorrect yanswers y) yCompanies y(also yknown yas
ycustomer yinsights yservice yproviders) ythat ycollect yand yanalyze ymassive ydata ysets yon

yconsumers ywhich ycan ybe yused yas ysecondary ydata yfor ymarketing yresearch y
y

deception y y( ycorrect yanswers y) yHiding ythe ytruth, yespecially yto yget yan yadvantage y
y

Deciders y y( ycorrect yanswers y) yIndividual(s) yat yan yorganization ymaking ythe yfinal ypurchase
ydecision, yoften ythe yperson ywho yowns ythe ybudget y
y

deductive y y( ycorrect yanswers y) yNegotiating yby ybeginning ywith ythe ybig ypicture ythen
yturning yto ydetails y
y

Demographic ysegmentation y y( ycorrect yanswers y) yDividing ythe ymarket yinto ysubgroups
ybased yon ydemographic ydata ysuch yas yage, yeducation, ygender, yor yincome y
y

Determining yYour yDesired yOutcome y y( ycorrect yanswers y) yThe ysecond yphase yin ythe
ynegotiation yprocess, ywhere yyou ydefine ywhat yyou ywould ylike yto yget yfrom ythe ynegotiation,

yalso ycalled ya yBest yAlternative yto ya yNegotiated yAgreement y(BATNA) y
y

differentiated ymarketing y y( ycorrect yanswers y) yTargeting ystrategy ywhere ya ycompany
yprovides yseparate yofferings yto yeach ydifferent ymarket ysegment ythat yit ytargets y
y