- 
          1) 
 With the use of which of the following, we reason from specific evidence to specific evidence?
 - A) Analogy
- B) Logic
- C) Induction
- D) Deduction
 
- 
          2) 
 Which of the following method is the best approach for refusing a claim?
 - A) Direct method
- B) Callous method
- C) Straight method
- D) Indirect method
 
- 
          3) 
 When people ask you for information and you can’t honor the request, you may answer with:
 - A) Direct approach only
- B) Indirect approach only
- C) Both direct and indirect approach
- D) None of the given options
 
- 
          4) 
 Almost every customer who makes a claim is emotionally involved; therefore, the _________________ is usually the best approach for a refusal.
 - A) Direct method
- B) Callous method
- C) Straight method
- D) Indirect method
 
- 
          5) 
 Which of the following statement is NOT true about a congratulatory message?
 - A) The message may be sent to a company relocating to a new building.
- B) The message may be sent to an individual for being elected to an office in a social organization.
- C) The message should focus on the receiver from start to finish.
- D) The message may close by referring to the writer's assistance to the receiver in his or her achievement.
 
- 
          6) 
 In a disappointing newsletter:
 - A) It is important to apologize.
- B) Apology can be made with reason.
- C) No apology is offered for the decision.
- D) None of the given options
 
- 
          7) 
 A presenter who consistently speaks at a rapid rate may be perceived as:
 - A) To be nervous
- B) Impatient
- C) Hurried
- D) All of above
 
- 
          8) 
 Which one of the following should not be interpreted to mean brevity, which will result in an incomplete message?
 - A) Conciseness
- B) Correctness
- C) Consideration
- D) Courtesy
 
- 
          9) 
 Which of the following involves grasping what the speaker means by seeing the ideas and information from his/her point of view?
 - A) Listening
- B) Hearing
- C) Filtering
- D) Speaking
 
- 
          10) 
 When using visuals in a presentation, which of the following should be avoided?
 - A) Taking time to explain the visual.
- B) Fitting the visual to the material being discussed.
- C) Talking to the visual.
- D) None of the given options
 
 

