9/28/25, 12:00 PM WGU D077 Concepts in Marketing, Sales, and Customer Contact EXAM Questions and Answers (Verified Answers) (Latest Updat…
WGU D077 Concepts in Marketing, Sales, and
Customer Contact EXAM Questions and Answers
(Verified Answers) (Latest Update 2025) UPDATE!!
Save
Terms in this set (386)
A marketing experiment where two variants of a
A/B testing campaign are tested to see which one is most
effective
Style of handling conflict focused on empathy over
Accommodation
self-interest
Using social styles to customize a sales approach to
Adaptive selling
the specific customer
Cooperation between levels of a distribution channel
administered vertical
where one member sets the terms due to its size and
marketing system
influence
advertising Paid form of nonpersonal promotion
amiable People with this social style want to know "why"
analytical People with this social style want to know "how"
Intelligent machines (computers) capable of learning
artificial intelligence
and interacting
Positive, negative, or ambivalent evaluation of people,
attitudes objects, event, activities, ideas, or anything else in the
environment
https://quizlet.com/1083679376/wgu-d077-concepts-in-marketing-sales-and-customer-contact-exam-questions-and-answers-verified-answers-latest-u… 1/79
,9/28/25, 12:00 PM WGU D077 Concepts in Marketing, Sales, and Customer Contact EXAM Questions and Answers (Verified Answers) (Latest Updat…
Characteristics that define a product and will
attributes
influence the customer's purchase decision
Style of handling conflict with little empathy or self-
Avoidance
interest
Sales to another company that consumes the product
or services as part of operating the business or uses
B2B sales
the product in the assembly of the final product it
sells to consumers
Fraudulent practice where an advertised product is
Bait and switch unavailable so a customer is guided to a more
expensive one
Bargaining power of One of Porter's Five Forces—the power of customers
buyers to drive down prices if supply exceeds demand
One of Porter's Five Forces—the power of suppliers
Bargaining power of
when there are few alternative sources for the
suppliers
products' components
The fourth phase in the negotiation process, where
Bargaining
the parties seek an agreement
Planning tool which uses a quadrant to map the
strategic position of a business brand based on the
BCG Matrix
brand's market share and the market's growth
potential
Primary marketing research technique involving
behavioral observation formal or informal observation of customers and
noncustomers
Voluntary and intentional refusal to buy products from
boycott a certain person, company, or country for ethical or
political reasons
One of the drivers of customer equity, based on how
brand equity
the customer assesses the value of the brand
The faithfulness of customer's to a particular company
brand loyalty
and its products
https://quizlet.com/1083679376/wgu-d077-concepts-in-marketing-sales-and-customer-contact-exam-questions-and-answers-verified-answers-latest-u… 2/79
,9/28/25, 12:00 PM WGU D077 Concepts in Marketing, Sales, and Customer Contact EXAM Questions and Answers (Verified Answers) (Latest Updat…
The unique identity and associations of a company,
often captured in a design, sign, symbol, or words that
brand
identify a product and differentiate it from
competitors
Grouping related products together and pricing them
Bundling
as a single product.
Expansions and contractions in the level of economic
business cycle activities (business fluctuations) around a long-term
growth trend
Sales to another company that consumes the product
or services as part of operating the business or uses
business to business (B2B)
the product in the assembly of the final product it
sells to consumers
business to consumer Sales directly to the individuals who consume a
(B2C) finished product
Sales to another company that consumes the product
or services as part of operating the business or uses
business-to-business (B2B)
the product in the assembly of the final product it
sells to consumers
business-to-consumer Sales directly to the individuals who consume a
(B2C) finished product for personal use
Individuals at an organization who are responsible for
Buyers
the purchase contract, often a purchasing department
Group of decision makers for a purchase by an
buying center
organization
When a company sells products directly to
Channel conflict consumers, in competition with the company's own
channel partners
Questions where a researcher provides a set of
Closed-ended questions options from which to choose a response, also called
structured questions
https://quizlet.com/1083679376/wgu-d077-concepts-in-marketing-sales-and-customer-contact-exam-questions-and-answers-verified-answers-latest-u… 3/79
, 9/28/25, 12:00 PM WGU D077 Concepts in Marketing, Sales, and Customer Contact EXAM Questions and Answers (Verified Answers) (Latest Updat…
The final phase of negotiation, where an agreement is
Closure
reached or the negotiation fails
Mental discomfort triggered by holding two or more
cognitive dissonance
contradictory beliefs, ideas, or values
Style of handling conflict with high concern for both
Collaboration
empathy and self-interest
Style of handling conflict focused on self-interest
Competition
over empathy
Competitive pricing Setting the price for a product or service relative to
strategy competitors
Compromise Middle-ground style of handling conflict
Targeting strategy that focuses on a very limited,
Concentrated marketing specific segment(s) of the market, also called niche
marketing
Sales approach where the seller becomes a trusted
consultative selling advisor to the customer and builds a relationship to
truly understand her needs
The study of individuals, groups, or organizations and
consumer behavior all the activities associated with the purchase, use, and
disposal of goods and services
Statistical measure of consumers' level of optimism
consumer confidence
about current and future economic conditions
Level of consumer interest, search, or complex
Consumer involvement
decision-making
consumer The user of a purchased product or service
consumers The user of a purchased product or service
Promotion through the creation and sharing of
Content marketing messages and materials designed to stimulate interest
in a product
https://quizlet.com/1083679376/wgu-d077-concepts-in-marketing-sales-and-customer-contact-exam-questions-and-answers-verified-answers-latest-u… 4/79
WGU D077 Concepts in Marketing, Sales, and
Customer Contact EXAM Questions and Answers
(Verified Answers) (Latest Update 2025) UPDATE!!
Save
Terms in this set (386)
A marketing experiment where two variants of a
A/B testing campaign are tested to see which one is most
effective
Style of handling conflict focused on empathy over
Accommodation
self-interest
Using social styles to customize a sales approach to
Adaptive selling
the specific customer
Cooperation between levels of a distribution channel
administered vertical
where one member sets the terms due to its size and
marketing system
influence
advertising Paid form of nonpersonal promotion
amiable People with this social style want to know "why"
analytical People with this social style want to know "how"
Intelligent machines (computers) capable of learning
artificial intelligence
and interacting
Positive, negative, or ambivalent evaluation of people,
attitudes objects, event, activities, ideas, or anything else in the
environment
https://quizlet.com/1083679376/wgu-d077-concepts-in-marketing-sales-and-customer-contact-exam-questions-and-answers-verified-answers-latest-u… 1/79
,9/28/25, 12:00 PM WGU D077 Concepts in Marketing, Sales, and Customer Contact EXAM Questions and Answers (Verified Answers) (Latest Updat…
Characteristics that define a product and will
attributes
influence the customer's purchase decision
Style of handling conflict with little empathy or self-
Avoidance
interest
Sales to another company that consumes the product
or services as part of operating the business or uses
B2B sales
the product in the assembly of the final product it
sells to consumers
Fraudulent practice where an advertised product is
Bait and switch unavailable so a customer is guided to a more
expensive one
Bargaining power of One of Porter's Five Forces—the power of customers
buyers to drive down prices if supply exceeds demand
One of Porter's Five Forces—the power of suppliers
Bargaining power of
when there are few alternative sources for the
suppliers
products' components
The fourth phase in the negotiation process, where
Bargaining
the parties seek an agreement
Planning tool which uses a quadrant to map the
strategic position of a business brand based on the
BCG Matrix
brand's market share and the market's growth
potential
Primary marketing research technique involving
behavioral observation formal or informal observation of customers and
noncustomers
Voluntary and intentional refusal to buy products from
boycott a certain person, company, or country for ethical or
political reasons
One of the drivers of customer equity, based on how
brand equity
the customer assesses the value of the brand
The faithfulness of customer's to a particular company
brand loyalty
and its products
https://quizlet.com/1083679376/wgu-d077-concepts-in-marketing-sales-and-customer-contact-exam-questions-and-answers-verified-answers-latest-u… 2/79
,9/28/25, 12:00 PM WGU D077 Concepts in Marketing, Sales, and Customer Contact EXAM Questions and Answers (Verified Answers) (Latest Updat…
The unique identity and associations of a company,
often captured in a design, sign, symbol, or words that
brand
identify a product and differentiate it from
competitors
Grouping related products together and pricing them
Bundling
as a single product.
Expansions and contractions in the level of economic
business cycle activities (business fluctuations) around a long-term
growth trend
Sales to another company that consumes the product
or services as part of operating the business or uses
business to business (B2B)
the product in the assembly of the final product it
sells to consumers
business to consumer Sales directly to the individuals who consume a
(B2C) finished product
Sales to another company that consumes the product
or services as part of operating the business or uses
business-to-business (B2B)
the product in the assembly of the final product it
sells to consumers
business-to-consumer Sales directly to the individuals who consume a
(B2C) finished product for personal use
Individuals at an organization who are responsible for
Buyers
the purchase contract, often a purchasing department
Group of decision makers for a purchase by an
buying center
organization
When a company sells products directly to
Channel conflict consumers, in competition with the company's own
channel partners
Questions where a researcher provides a set of
Closed-ended questions options from which to choose a response, also called
structured questions
https://quizlet.com/1083679376/wgu-d077-concepts-in-marketing-sales-and-customer-contact-exam-questions-and-answers-verified-answers-latest-u… 3/79
, 9/28/25, 12:00 PM WGU D077 Concepts in Marketing, Sales, and Customer Contact EXAM Questions and Answers (Verified Answers) (Latest Updat…
The final phase of negotiation, where an agreement is
Closure
reached or the negotiation fails
Mental discomfort triggered by holding two or more
cognitive dissonance
contradictory beliefs, ideas, or values
Style of handling conflict with high concern for both
Collaboration
empathy and self-interest
Style of handling conflict focused on self-interest
Competition
over empathy
Competitive pricing Setting the price for a product or service relative to
strategy competitors
Compromise Middle-ground style of handling conflict
Targeting strategy that focuses on a very limited,
Concentrated marketing specific segment(s) of the market, also called niche
marketing
Sales approach where the seller becomes a trusted
consultative selling advisor to the customer and builds a relationship to
truly understand her needs
The study of individuals, groups, or organizations and
consumer behavior all the activities associated with the purchase, use, and
disposal of goods and services
Statistical measure of consumers' level of optimism
consumer confidence
about current and future economic conditions
Level of consumer interest, search, or complex
Consumer involvement
decision-making
consumer The user of a purchased product or service
consumers The user of a purchased product or service
Promotion through the creation and sharing of
Content marketing messages and materials designed to stimulate interest
in a product
https://quizlet.com/1083679376/wgu-d077-concepts-in-marketing-sales-and-customer-contact-exam-questions-and-answers-verified-answers-latest-u… 4/79
