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