WGU D077
Concepts in
Marketing, Sales,
and
Customer Contact
Test 2023
WGU D077
Which scenario represents personal selling?
- The marketing department uses the four Ps to determine the brand message.
- A customer orders a product online using a website.
- A customer goes to a pet store and discusses the best type of turtle food with a salesperson.
- The marketing team collaborates with the sales organization to develop appropriate tools for
advertising. – answerA customer goes to a pet store and discusses the best type of turtle food
with the sales person
Business-to-business (B2B) – answerSales to another company that consumes the product or
services as apart of the operating the business or uses the product in the assembly of the final
product it sells to consumers
Personal Selling – answeruses in-person interaction to sell products and services
What is the underlying purpose for personal selling? - To assist marketing in determining the correct product and price
- To obtain customer feedback to improve the product
- To provide interaction between the buyer and the seller
- To identify good prospects – answerTo provide interaction between the buyer and the seller
What is at the core of personal selling? - Provide quality information to potential buyers
- The human exchange between buyer and seller
- Avoid unethical behavior
- Identify the right marketing mix of product and price – answerThe human exchange between
buyer and seller
What is effective personal selling? - Identifying good prospects that are predisposed and well-suited to the product or service being
offered - Building mutual trust and respect between buyer and seller where benefit comes to both parties
- Giving honest responses to any questions the buyer has and showing that the salesperson cares
- Addressing customers’ needs and preferences without making them feel pressured –
answerAddressing customers’ needs and preferences without making them feel pressure
Consultative Selling – answerSales approach where the seller becomes a trusted advisor and
builds a relationship to truly understand her needs
Which type of selling involves partnering with customers to solve problems?
- Team
- Solution
- Direct
- Consultative – answerConsultative
Solution selling – answerSales approach where the seller diagnoses the customer’s problem then
recommends a mix of products and services (a solution) to solve it
Team Selling – answerSales approach that involves multiple people from an organization joining
forces to advance a customer opportunity
Telemarketing – answerMethod of direct marketing by a salesperson over the phone
Which type of selling shows customers that a company has more than one person with strong
selling capabilities, giving the customer a higher comfort level with the company? - Telemarketing
- Solution selling
- Team selling
- Consultative selling – answerTeam Selling
A potential buyer wants to purchase a complete hardware, software, and network package for a
new office building. Which type of selling approach should be used with this customer? –
Telemarketing - Solution
- Team
- Normal – answerSolution
Which type of sales approach occurs with a recorded sales pitch, programmed to be played over
the phone via automatic dialing? - Customer-empowered selling
- Team selling
- Telemarketing
- Solution selling – answerTelemarketing
Adaptive Selling – answera trend in personal selling that uses the idea of social styles to adapt and
customize your selling style based on the behavior of the customer.