WGU D077 OA CONCEPTS IN MARKETING,
SALES AND CUSTOMER CONTACT
(ACTUAL) LATEST 2026 Expert Certified |
Graded A+ | 210 Questions & Answers |
Guaranteed Pass
Section 1: Marketing Environment & Planning (Qs 1–30)
1. Where the salesperson asks a question or makes an assumptive statement to
gauge whether or not a potential customer sees value in the product, service, or
solution before asking for a decision.
a. Closing question
b. Trial close
c. Assumptive close
d. Value proposition
The trial close tests the customer’s readiness to buy without forcing a final
decision
The correct answer is: Trial close
2. Elements in the external marketing environment that cannot directly be
controlled by marketers.
a. Controllable elements
b. Uncontrollable elements
c. Marketing mix variables
d. Internal factors
External factors like economic, legal, competitive, and social forces are beyond
direct control
The correct answer is: Uncontrollable elements
3. Targeting strategy involving a single offer and marketing mix for all segments,
also called mass marketing.
a. Differentiated marketing
b. Concentrated marketing
c. Undifferentiated marketing
d. Micromarketing
,Undifferentiated marketing ignores segment differences and appeals to the whole
market with one offer
The correct answer is: Undifferentiated marketing
4. The extent to which a research method accurately measures what it is intended
to measure.
a. Reliability
b. Validity
c. Scalability
d. Precision
Validity ensures that the research instrument measures the correct construct
The correct answer is: Validity
5. Cooperation between multiple levels of a distribution channel.
a. Horizontal marketing systems
b. Vertical marketing systems
c. Conventional channels
d. Multichannel systems
Vertical marketing systems involve coordinated efforts among producers,
wholesalers, and retailers
The correct answer is: Vertical marketing systems
6. What is a limitation of primary data sources?
a. May not be specific to research objectives
b. Requires expertise in data collection
c. Is always outdated
d. Cannot be customized
Primary data collection demands skill in design, sampling, and analysis to avoid
bias
The correct answer is: Requires expertise in data collection
7. Individuals A and B are negotiating A’s pay package with multiple forms of pay
and benefits. While goals are not compatible, they will have a long relationship.
Which negotiation approach should they adopt?
a. Distributive
b. Integrative
c. Competitive
d. Accommodating
Integrative negotiation (win-win) focuses on mutual interests and long-term
,relationships
The correct answer is: Integrative
8. A sales representative calls on a company and is told, “We will order the same
product and quantity as last month, but deliver to our western plant instead of our
eastern plant.” Which B2B buying situation?
a. New task
b. Straight rebuy
c. Modified rebuy
d. System selling
Modified rebuy involves routine reorder with some changes (e.g., delivery
location)
The correct answer is: Modified rebuy
9. What are the controllable elements in the marketing environment?
a. 4 P’s: product, price, promotion, place
b. Political, economic, social, technological
c. Strengths, weaknesses, opportunities, threats
d. Market segments, targeting, positioning
The marketing mix (4Ps) is directly controlled by the organization
The correct answer is: 4 P’s: product, price, promotion, and place
10. What are the steps in the marketing planning process?
a. Research, design, launch, evaluate
b. Mission statement, situational analysis, objectives, strategy development,
monitoring and control
c. Segmentation, targeting, positioning, implementation
d. SWOT, PEST, 4Ps, ROI
The formal planning process begins with mission and ends with control
The correct answer is: The steps involve the mission statement, situational
analysis, objectives, strategy development, and monitoring and control
11. Competitive pricing is best described as:
a. Setting price based on production costs
b. Setting price according to the price of competitive products
c. Setting price based on customer perceived value
d. Setting the lowest price possible
Competitive pricing aligns with or slightly under competitor prices
, The correct answer is: Pricing a new line of shoes slightly below the cost of a
competitor
12. What is Place strategy?
a. Deciding which promotion channels to use
b. Getting the product from creator to customer, including transportation, location,
supply chain, etc.
c. Setting the physical appearance of the product
d. Determining the product’s warranty and support
Place (distribution) covers all activities that make the product available to
customers
The correct answer is: Place involves some method of getting the product
from the creator of the product to the customer
13. Define a marketing plan.
a. A budget document for advertising spending
b. The guiding document that lays out marketing objectives and actions to achieve
them
c. A one-page summary of sales targets
d. A description of the company’s history
The marketing plan provides direction and outlines strategies based on
environmental analysis
The correct answer is: The marketing plan is the guiding document used by
marketing managers and teams to lay out the marketing objectives
14. What is a SWOT analysis?
a. A financial analysis tool
b. An examination of internal (strengths/weaknesses) and external
(opportunities/threats) factors
c. A method to evaluate employee performance
d. A pricing strategy model
SWOT gives a clear picture of the situation and guides strategic decisions
The correct answer is: As a situation analysis tool, SWOT analysis examines
the internal (controllable) and external (uncontrollable) factors
15. Primary marketing research technique that explores the impact of one or more
factors, such as comparing two marketing campaigns.
a. Survey research
b. Focus group
SALES AND CUSTOMER CONTACT
(ACTUAL) LATEST 2026 Expert Certified |
Graded A+ | 210 Questions & Answers |
Guaranteed Pass
Section 1: Marketing Environment & Planning (Qs 1–30)
1. Where the salesperson asks a question or makes an assumptive statement to
gauge whether or not a potential customer sees value in the product, service, or
solution before asking for a decision.
a. Closing question
b. Trial close
c. Assumptive close
d. Value proposition
The trial close tests the customer’s readiness to buy without forcing a final
decision
The correct answer is: Trial close
2. Elements in the external marketing environment that cannot directly be
controlled by marketers.
a. Controllable elements
b. Uncontrollable elements
c. Marketing mix variables
d. Internal factors
External factors like economic, legal, competitive, and social forces are beyond
direct control
The correct answer is: Uncontrollable elements
3. Targeting strategy involving a single offer and marketing mix for all segments,
also called mass marketing.
a. Differentiated marketing
b. Concentrated marketing
c. Undifferentiated marketing
d. Micromarketing
,Undifferentiated marketing ignores segment differences and appeals to the whole
market with one offer
The correct answer is: Undifferentiated marketing
4. The extent to which a research method accurately measures what it is intended
to measure.
a. Reliability
b. Validity
c. Scalability
d. Precision
Validity ensures that the research instrument measures the correct construct
The correct answer is: Validity
5. Cooperation between multiple levels of a distribution channel.
a. Horizontal marketing systems
b. Vertical marketing systems
c. Conventional channels
d. Multichannel systems
Vertical marketing systems involve coordinated efforts among producers,
wholesalers, and retailers
The correct answer is: Vertical marketing systems
6. What is a limitation of primary data sources?
a. May not be specific to research objectives
b. Requires expertise in data collection
c. Is always outdated
d. Cannot be customized
Primary data collection demands skill in design, sampling, and analysis to avoid
bias
The correct answer is: Requires expertise in data collection
7. Individuals A and B are negotiating A’s pay package with multiple forms of pay
and benefits. While goals are not compatible, they will have a long relationship.
Which negotiation approach should they adopt?
a. Distributive
b. Integrative
c. Competitive
d. Accommodating
Integrative negotiation (win-win) focuses on mutual interests and long-term
,relationships
The correct answer is: Integrative
8. A sales representative calls on a company and is told, “We will order the same
product and quantity as last month, but deliver to our western plant instead of our
eastern plant.” Which B2B buying situation?
a. New task
b. Straight rebuy
c. Modified rebuy
d. System selling
Modified rebuy involves routine reorder with some changes (e.g., delivery
location)
The correct answer is: Modified rebuy
9. What are the controllable elements in the marketing environment?
a. 4 P’s: product, price, promotion, place
b. Political, economic, social, technological
c. Strengths, weaknesses, opportunities, threats
d. Market segments, targeting, positioning
The marketing mix (4Ps) is directly controlled by the organization
The correct answer is: 4 P’s: product, price, promotion, and place
10. What are the steps in the marketing planning process?
a. Research, design, launch, evaluate
b. Mission statement, situational analysis, objectives, strategy development,
monitoring and control
c. Segmentation, targeting, positioning, implementation
d. SWOT, PEST, 4Ps, ROI
The formal planning process begins with mission and ends with control
The correct answer is: The steps involve the mission statement, situational
analysis, objectives, strategy development, and monitoring and control
11. Competitive pricing is best described as:
a. Setting price based on production costs
b. Setting price according to the price of competitive products
c. Setting price based on customer perceived value
d. Setting the lowest price possible
Competitive pricing aligns with or slightly under competitor prices
, The correct answer is: Pricing a new line of shoes slightly below the cost of a
competitor
12. What is Place strategy?
a. Deciding which promotion channels to use
b. Getting the product from creator to customer, including transportation, location,
supply chain, etc.
c. Setting the physical appearance of the product
d. Determining the product’s warranty and support
Place (distribution) covers all activities that make the product available to
customers
The correct answer is: Place involves some method of getting the product
from the creator of the product to the customer
13. Define a marketing plan.
a. A budget document for advertising spending
b. The guiding document that lays out marketing objectives and actions to achieve
them
c. A one-page summary of sales targets
d. A description of the company’s history
The marketing plan provides direction and outlines strategies based on
environmental analysis
The correct answer is: The marketing plan is the guiding document used by
marketing managers and teams to lay out the marketing objectives
14. What is a SWOT analysis?
a. A financial analysis tool
b. An examination of internal (strengths/weaknesses) and external
(opportunities/threats) factors
c. A method to evaluate employee performance
d. A pricing strategy model
SWOT gives a clear picture of the situation and guides strategic decisions
The correct answer is: As a situation analysis tool, SWOT analysis examines
the internal (controllable) and external (uncontrollable) factors
15. Primary marketing research technique that explores the impact of one or more
factors, such as comparing two marketing campaigns.
a. Survey research
b. Focus group
