4 Chapter Writing For Effect
True/False Questions
1. Building goodwill through messages is gratifying to business people personally, but it
is difficult to justify as a profitable business practice.
Answer: False Page: 68 Difficulty: Easy
Rationale: Goodwill is worth money in business.
Learning Objective: 1
AACSB Standard: 1
2. The words you use in writing messages should come primarily from your speaking
vocabulary.
Answer: True Page: 69 Difficulty: Easy
Rationale: Conversational writing, which uses the speaking vocabulary, is advocated
in the chapter.
Learning Objective: 2
AACSB Standard: 1
3. The old "language of business in vogue a century ago has given us some of our most
useful expressions for written messages.
Answer: False Page: 71 Difficulty: Easy
Rationale: The old "language of business" expressions still used are rubber stamps that
should be avoided.
Learning Objective: 2
AACSB Standard: 1
4. Rubber stamps are a part of our conversational language.
Answer: False Page: 71 Difficulty: Easy
Rationale: It is the opposite, very unnatural.
Learning Objective: 2
AACSB Standard: 1
5. Because the "rubber stamp" expressions are well known in business, they may be used
effectively to build goodwill.
Answer: False Page: 70-71 Difficulty: Easy
Rationale: As these expressions give the impression of routing treatment, they destroy
goodwill.
Learning Objective: 2
AACSB Standard: 1
28
Chapter 4 Writing For Effect
6. Because we human beings are self-centered creatures, we can accomplish our
message-writing goal best by honestly presenting the message from our own points of
view.
Answer: False Page: 72 Difficulty: Medium
Rationale: The you viewpoint is more effective.
Learning Objective: 3
AACSB Standard: 1
7. The you-viewpoint is a manipulative technique and may be used for good or bad
purposes.
Answer: True Page: 74 Difficulty: Medium
Rationale: See discussion of this point on p. 74.
Learning Objective: 3
AACSB Standard: 1
8. One advantage of using rubber-stamp expressions is that they communicate the effect
of individual treatment.
Answer: False Page: 70-71 Difficulty: Easy
Rationale: They give the effect of routine treatment.
Learning Objective: 2
AACSB Standard: 1
9. Writing in the you-viewpoint involves more than emphasizing the you and the your
and de-emphasizing the I and the mine.
Answer: True Page: 72-73 Difficulty: Medium
Rationale: Although it involves using the you and the your it is primarily an attitude of
mind that emphasizes the reader's interests.
Learning Objective: 3
AACSB Standard: 1
10. Words such as "I regret to inform" are highly positive and cushion the shock of bad
news.
Answer: False Page: 74-75 Difficulty: Easy
Rationale: As illustrated in the chapter, they are negative.
Learning Objective: 4
AACSB Standard: 1
11. You-viewpoint is effective only in messages presenting favorable information.
Answer: False Page: 72-73 Difficulty: Easy
Rationale: It is also effective in bad-news messages.
Learning Objective: 3
AACSB Standard: 1
29
Chapter 4 Writing For Effect
12. Done to the extreme, you-viewpoint can sound insincere.
Answer: True Page: 74 Difficulty: Easy
Rationale: When overdone it appears to be insincere and not believable.
Learning Objective: 3
AACSB Standard: 1
13. Research shows the you-viewpoint is of questionable value.
Answer: False Page: 74 Difficulty: Medium
Rationale: As noted in the chapter, the opposite is true.
Learning Objective: 3
AACSB Standard: 1
14. Words that create positive meanings in your reader's mind usually are best for
achieving your message's objectives.
Answer: True Page: 74-75 Difficulty: Easy
Rationale: In most message situations, goodwill is an objective. Thus, emphasis on
the positive is important.
Learning Objective: 4
AACSB Standard: 1
15. As positive words are the most effective for achieving message goals, negative words
should not be used in business messages.
Answer: False Page: 74 Difficulty: Hard
Rationale: Negative words have a place in some messages.
Learning Objective: 4
AACSB Standard: 1
16. Negative words tend to destroy goodwill.
Answer: True Page: 74 Difficulty: Easy
Rationale: The text discussion supports this statement.
Learning Objective: 4
AACSB Standard: 1
17. It usually is good practice in writing messages to treat your reader as a member of a
broad group rather than as an individual.
Answer: False Page: 77 Difficulty: Medium
Rationale: Individual treatment usually is preferred.
Learning Objective: 5
AACSB Standard: 1
30
Chapter 4 Writing For Effect
18. As a general rule, references to the reader by name within the body of a message
should be avoided.
Answer: False Page: 72 Difficulty: Medium
Rationale: Such references tend to personalize the message, thereby creating a positive
effect.
Learning Objective:
AACSB Standard: 1
19. Telling the reader of a business message something she or he knows as if she or he
does not know it is one good way of making a point without creating friction.
Answer: False Page: 77 Difficulty: Hard
Rationale: This is a form of preaching and produces negative results.
Learning Objective: 5
AACSB Standard: 1
20. To the skilled message writer, writing concisely means including only the barest
essentials in a message.
Answer: False Page: 78 Difficulty: Medium
Rationale: Such treatment produces brusque, hurried effects and destroys goodwill.
The little extras are important.
Learning Objective: 5
AACSB Standard: 1
21. In achieving a goodwill effect in our business messages, there are times when showing
our anger produces the most positive results.
Answer: False Page: 79 Difficulty: Medium
Rationale: Anger leads to more anger.
Learning Objective: 5
AACSB Standard: 1
22. Because most people tend to be negative, a letter cannot have too much goodwill.
Answer: False Page: 79 Difficulty: Hard
Rationale: The technique can be overdone.
Learning Objective: 5
AACSB Standard: 1
23. Strong words such as greatest, finest, and extraordinary are highly effective in
convincing readers.
Answer: False Page: 80 Difficulty: Medium
Rationale: Such superlatives are not often believed.
Learning Objective: 5
AACSB Standard: 1
31
Chapter 4 Writing For Effect
24. A display of anger in a letter helps in achieving the objective of the letter only when
the objective is to antagonize the reader.
Answer: True Page: 79 Difficulty: Medium
Rationale: The writer's anger produce reader anger.
Learning Objective: 5
AACSB Standard: 1
25. In the interest of fairness, all of the facts we write about in a message should be given
equal emphasis.
Answer: False Page: 80 Difficulty: Hard
Rationale: It is the writer's task to determine how much emphasis each point deserves
and to give it that emphasis.
Learning Objective: 6
AACSB Standard: 1
26. The beginnings and endings of a unit of written communication carry more emphasis
than do the center parts.
Answer: True Page: 80 Difficulty: Easy
Rationale: These positions stand out.
Learning Objective: 6
AACSB Standard: 1
27. Because the middle portion of a message receives major attention, this part carries
more emphasis than other parts of the letter.
Answer: False Page: 80 Difficulty: Medium
Rationale: The beginning and ending parts stand out; thus they carry major emphasis.
Learning Objective: 6
AACSB Standard: 1
28. The more you write about something, the more you emphasize it.
Answer: True Page: 81 Difficulty: Medium
Rationale: Volume of coverage is one means of determining emphasis.
Learning Objective: 6
AACSB Standard: 1
29. Because volume adds emphasis, you can emphasize a point by placing it in a long,
involved sentence so that it stands out.
Answer: False Page: 81 Difficulty: Hard
Rationale: Such sentences do not stand out. The shorter ones do.
Learning Objective: 6
AACSB Standard: 1
32
Chapter 4 Writing For Effect
30. Longer sentences give more emphasis to their contents than do shorter sentences.
Answer: False Page: 81 Difficulty: Medium
Rationale: The opposite is true. Short sentences stand out, thereby giving emphasis to
their contents.
Learning Objective: 6
AACSB Standard: 1
31. Repetition of words can be used as a means of achieving good transition.
Answer: True Page: 81 Difficulty: Easy
Rationale: This is one effective technique.
Learning Objective: 7
AACSB Standard: 1
32. Pronouns have little use as transition words.
Answer: False Page: 81 Difficulty: Easy
Rationale: They are used effectively to make transitions. They relate to nouns
previously mentioned.
Learning Objective: 7
AACSB Standard: 1
Multiple Choice Questions
33. Best wording of five closing statements from a business message is:
A) Hoping to hear from you, I remain . . . .
B) Thanking you in advance . . . .
C) I shall appreciate your assistance.
D) Appreciating your cooperation in this matter . . . .
E) Appreciate your cooperation in this matter. . . .
Answer: C Page: 70-71 Difficulty: Easy
Rationale: Only this one is neither an antiquated form nor an incomplete sentence.
Learning Objective: 2
AACSB Standard: 1
34. Mark the wording that is not a rubber stamp.
A) We beg to advise . . . .
B) Trusting to hear from you . . . .
C) Deem it advisable . . . .
D) This is to inform . . . .
E) Please answer this request soon . . . .
Answer: E Page: 70-71 Difficulty: Easy
Rationale: Only this one is natural, conversational wording that is not stereotyped.
Learning Objective: 2
AACSB Standard: 1
33
Chapter 4 Writing For Effect
35. The closing expression in a business message that best meets modern standards is:
A) Thanking you in advance, I remain . . . .
B) Thanking you in advance . . . . .
C) Thank you for considering this request.
D) Anticipating your favorable response, I remain . . . .
E) We beg to remain, your obedient servant.
Answer: C Page: 70-71 Difficulty: Easy
Rationale: Only this wording is not a rubber stamp.
Learning Objective: 2
AACSB Standard: 1
36. From these expressions from business messages, mark the one that best avoids a
"rubber stamp" wording.
A) This is to inform you . . . .
B) This will acknowledge receipt of . . . .
C) In accordance with your instructions . . . .
D) Yes, you may use the equipment . . . .
E) This is to advise that . . . .
Answer: D Page: 70-71 Difficulty: Medium
Rationale: Only this one is a natural expression. See examples in the chapter.
Learning Objective: 2
AACSB Standard: 2
37. Mark the best of five concluding remarks that immediately precede the "sincerely
yours" in a business message.
A) Hoping to hear from you soon, I remain . . . .
B) Assuring you of our cooperation, we remain . . . .
C) Thanking you in advance for your cooperation . . . .
D) We beg to remain . . . .
E) I appreciate your prompt handling of this request.
Answer: E Page: 70-71 Difficulty: Medium
Rationale: All the others are rubber stamps.
Learning Objective: 2
AACSB Standard: 1
34
Chapter 4 Writing For Effect
38. Mark the best choice of words for the beginning of a routine business message.
A) I am happy to be able to answer your July 1 letter.
B) Yes, we will gladly permit you to use our meeting facilities.
C) I have received your request of July 1.
D) This will acknowledge receipt of your July 1 letter.
E) This is to inform you of our willingness to comply with your July 1 request.
Answer: B Page: 70-71 Difficulty: Medium
Rationale: Only this sentence does not contain a rubber-stamp expression.
Learning Objective: 2
AACSB Standard: 1
39. Which of the following sentences conforms least to you-viewpoint strategy?
A) You will be happy to know that we now have a complete service department.
B) As a profit-minded business person, you will appreciate this new feature.
C) At $39.95 each you will reap a nice profit of $9.95.
D) Your request to use our facility must be denied at this time.
E) Your selection of Southern Queen candies should reach you by the 12th.
Answer: D Page: 70-71 Difficulty: Hard
Rationale: Although all contain the pronoun you, this sentence carries a negative
message that is not favorable to the reader's best interest. Such messages are best
explained with you-viewpoint reasoning.
Learning Objective: 3
AACSB Standard: 1
40. Which is the best example of you-viewpoint writing in these sentences?
A) I am pleased to report to you that your account has been approved.
B) For your shopping convenience, your account is now open.
C) We are pleased to announce that an account in your name has been opened.
D) We have opened your account.
E) As you requested, we have opened your account.
Answer: B Page: 72-73 Difficulty: Hard
Rationale: Only this one focuses all emphasis on the reader. The others clearly stress
the writer.
Learning Objective: 3
AACSB Standard: 1
35
Chapter 4 Writing For Effect
41. Mark the sentence that handles its subject most positively.
A) We regret to inform you that we cannot hire you at this time.
B) Although we cannot hire you now, we will hold your application for a possible
future opening.
C) Regretfully, we must turn down your request for employment.
D) Unfortunately, we have no job vacancy at this time.
E) Although all of our positions are filled, we will hold your application for possible
future use.
Answer: E Page: 74-75 Difficulty: Hard
Rationale: All contain negative words (regret, cannot, turn down, unfortunately, no)
except this one.
Learning Objective: 4
AACSB Standard: 1
42. Mark the sentence that does the best job of telling bad news.
A) We cannot grant you credit.
B) Although we cannot grant you credit, we can offer you special discounts for cash.
C) Your poor credit record does not justify our extending you credit.
D) Because of your poor credit record, we must reject your application.
E) Although your current position requires that we sell to you on a cash basis, we can
offer you special cash discounts.
Answer: E Page: 74-75 Difficulty: Hard
Rationale: Only this sentence uses no negative words (cannot, does not justify, poor
credit record, reject).
Learning Objective: 4
AACSB Standard: 1
43. The most positive of the following words is:
A) mistake.
B) bloody.
C) damage.
D) refuse.
E) situation.
Answer: E Page: 74-75 Difficulty: Medium
Rationale: Only this one is not clearly negative. It is neutral and would be negative
only with additional modifying words.
Learning Objective: 4
AACSB Standard: 1
36
Chapter 4 Writing For Effect
44. Which of these sentences contains the most positive wording?
A) Surely you can understand why we must limit your credit.
B) We ask you to understand why we must refuse credit.
C) Because your ratio is below this minimum, we cannot grant credit at this time.
D) You will understand, I feel sure, why we must limit credit to those whose assetsto-liabilities ratio exceeds the two-to-one minimum.
E) I sincerely regret that we are not able to grant credit at this time.
Answer: D Page: 74-75 Difficulty: Hard
Rationale: Only this one is written without negative words (limit, refuse, cannot,
regret.)
Learning Objective: 4
AACSB Standard: 1
45. Mark the most positive of the following wordings.
A) I regret to inform you . . . .
B) We cannot permit . . . .
C) Your problem is regrettable . . . .
D) Here is a solution to . . . .
E) Your broken china . . . .
Answer: D Page: 74-75 Difficulty: Medium
Rationale: Only this one contains no negative words or thoughts (regret, cannot,
problem, regrettable, broken).
Learning Objective:
AACSB Standard: 1
46. Mark the most positive of these five sentences.
A) Talking is permitted during the break only.
B) You may not talk at any time class is in progress.
C) Do not talk during class time.
D) You are prohibited from talking during class.
E) Talking is not permitted during class time.
Answer: A Page: 74-75 Difficulty: Medium
Rationale: Only this sentence does not contain a negative word (not, prohibited)
Learning Objective: 4
AACSB Standard: 1
37
Chapter 4 Writing For Effect
47. Which sentence is least likely to produce a preaching impression in the mind of a
retailing executive?
A) As you know, savings from cash discounts can be significant.
B) Save big money today by taking the cash discount.
C) Savings from cash discounts can be significant.
D) Take the cash discount and save money.
E) A wise retailer takes cash discounts and saves money.
Answer: A Page: 77 Difficulty: Hard
Rationale: As the subject is elementary to the retailer, one should take care to avoid a
lecturing tone. By making it clear that the writer knows the reader understands this
elementary point, this sentence avoids offending the reader.
Learning Objective: 5
AACSB Standard: 1
48. The term that is not one of the four major emphasis devices is:
A) tense.
B) space.
C) position.
D) sentence structure.
E) mechanical devices.
Answer: A Page: 80-81 Difficulty: Easy
Rationale: Tense is not an emphasis device.
Learning Objective: 6
AACSB Standard: 1
49. In giving proper emphasis to an important point, you should place it in:
A) a dependent clause.
B) an independent clause in a compound sentence.
C) a simple sentence.
D) any sentence form but in the middle of a long paragraph.
E) a compound sentence in parentheses.
Answer: C Page: 80-81 Difficulty: Easy
Rationale: The information in such sentences does not have to compete for attention
with other information in the sentence.
Learning Objective: 6
AACSB Standard: 1
38
Chapter 4 Writing For Effect
50. Which of these positions in a letter would give greatest emphasis?
A) First sentence of the last paragraph
B) First sentence of the first paragraph
C) Last sentence of the first paragraph
D) Middle sentence of the middle paragraph
E) Last sentence of the middle paragraph
Answer: B Page: 80-81 Difficulty: Medium
Rationale: The beginning and ending sentences carry more emphasis than any of the
others.
Learning Objective: 6
AACSB Standard: 1
51. The best advice for using transition devices is to use them:
A) at the beginning of each topic.
B) at the end of each topic.
C) at the beginning and end of each topic.
D) at the beginning and end of each topic and internally.
E) wherever they are needed to avoid abrupt thought shifts.
Answer: E Page: 81 Difficulty: Medium
Rationale: They should not be used arbitrarily.
Learning Objective: 7
AACSB Standard: 1
52. Indicate the one best means of achieving coherence in a letter.
A) Repetition of key words
B) Use of transition words
C) Use of pronouns
D) Logical arrangement
E) Use of tie-in sentences
Answer: D Page: 81 Difficulty: Hard
Rationale: All are coherence techniques, but logical arrangement is the most effective
of those techniques mentioned.
Learning Objective: 7
AACSB Standard: 1
39
Chapter 4 Writing For Effect
53. Mark the sentence that ties in best with this first sentence of a business letter: "Your
thorough and objective review of the facts concerning your Mini-Photo camera tells us
that you are one who wants to get all the facts before making a decision."
A) We have found some additional evidence.
B) That is why we know that you will want to consider some additional information
we have uncovered.
C) Apparently you did not know that the camera has been dropped.
D) Other information is as follows.
E) So that you may be fully satisfied with the Mini-Photo, we make it to withstand
rough treatment.
Answer: B Page: 81 Difficulty: Hard
Rationale: Only this one has a thought tie-in that builds from the first sentence.
Learning Objective: 7
AACSB Standard: 1
40