WGU D077 Concepts in Marketing, Sales, and Customer Contact
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A marketing experiment where two vari-
A/B testing ants of a campaign are tested to see
which one is most effective
Style of handling conflict focused on em-
Accommodation
pathy over self-interest
Using social styles to customize a sales
Adaptive selling
approach to the specific customer
Cooperation between levels of a distribu-
administered vertical marketing system tion channel where one member sets the
terms due to its size and influence
advertising Paid form of nonpersonal promotion
People with this social style want to know
amiable
"why"
People with this social style want to know
analytical
"how"
Intelligent machines (computers) capa-
artificial intelligence
ble of learning and interacting
Positive, negative, or ambivalent evalua-
tion of people, objects, event, activities,
attitudes
ideas, or anything else in the environ-
ment
Characteristics that define a product and
attributes will influence the customer's purchase
decision
Style of handling conflict with little empa-
Avoidance
thy or self-interest
Sales to another company that con-
sumes the product or services as part of
B2B sales operating the business or uses the prod-
uct in the assembly of the final product it
sells to consumers
Fraudulent practice where an advertised
Bait and switch product is unavailable so a customer is
guided to a more expensive one
, WGU D077 Concepts in Marketing, Sales, and Customer Contact
Study online at https://quizlet.com/_8c16yi
One of Porter's Five Forces—the power
Bargaining power of buyers of customers to drive down prices if sup-
ply exceeds demand
One of Porter's Five Forces—the power
of suppliers when there are few alter-
Bargaining power of suppliers
native sources for the products' compo-
nents
The fourth phase in the negotiation
Bargaining process, where the parties seek an
agreement
Planning tool which uses a quadrant to
map the strategic position of a business
BCG Matrix
brand based on the brand's market share
and the market's growth potential
Primary marketing research technique
behavioral observation involving formal or informal observation
of customers and noncustomers
Voluntary and intentional refusal to buy
products from a certain person, compa-
boycott
ny, or country for ethical or political rea-
sons
One of the drivers of customer equity,
brand equity based on how the customer assesses
the value of the brand
The faithfulness of customer's to a par-
brand loyalty
ticular company and its products
The unique identity and associations of
a company, often captured in a design,
brand sign, symbol, or words that identify a
product and differentiate it from competi-
tors
Grouping related products together and
Bundling
pricing them as a single product.
business cycle
,WGU D077 Concepts in Marketing, Sales, and Customer Contact
Study online at https://quizlet.com/_8c16yi
Expansions and contractions in the level
of economic activities (business fluctua-
tions) around a long-term growth trend
Sales to another company that con-
sumes the product or services as part of
business to business (B2B) operating the business or uses the prod-
uct in the assembly of the final product it
sells to consumers
Sales directly to the individuals who con-
business to consumer (B2C)
sume a finished product
Sales to another company that con-
sumes the product or services as part of
business-to-business (B2B) operating the business or uses the prod-
uct in the assembly of the final product it
sells to consumers
Sales directly to the individuals who con-
business-to-consumer (B2C)
sume a finished product for personal use
Individuals at an organization who are
Buyers responsible for the purchase contract, of-
ten a purchasing department
Group of decision makers for a purchase
buying center
by an organization
When a company sells products direct-
Channel conflict ly to consumers, in competition with the
company's own channel partners
Questions where a researcher provides
a set of options from which to choose
Closed-ended questions
a response, also called structured ques-
tions
The final phase of negotiation, where an
Closure agreement is reached or the negotiation
fails
Mental discomfort triggered by holding
cognitive dissonance two or more contradictory beliefs, ideas,
or values
, WGU D077 Concepts in Marketing, Sales, and Customer Contact
Study online at https://quizlet.com/_8c16yi
Style of handling conflict with high con-
Collaboration
cern for both empathy and self-interest
Style of handling conflict focused on
Competition
self-interest over empathy
Setting the price for a product or service
Competitive pricing strategy
relative to competitors
Compromise Middle-ground style of handling conflict
Targeting strategy that focuses on a very
Concentrated marketing limited, specific segment(s) of the mar-
ket, also called niche marketing
Sales approach where the seller be-
comes a trusted advisor to the customer
consultative selling
and builds a relationship to truly under-
stand her needs
The study of individuals, groups, or orga-
nizations and all the activities associated
consumer behavior
with the purchase, use, and disposal of
goods and services
Statistical measure of consumers' level
consumer confidence of optimism about current and future eco-
nomic conditions
Level of consumer interest, search, or
Consumer involvement
complex decision-making
The user of a purchased product or ser-
consumer
vice
The user of a purchased product or ser-
consumers
vice
Promotion through the creation and
Content marketing sharing of messages and materials de-
signed to stimulate interest in a product
Cooperation between levels of a distrib-
contractual vertical marketing system ution channel as described by a formal
agreement
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