1-11. Of the following paygrades, which one is NOT authorized entry into the  Legalman  rate? 1.   E-3 2.   E-4 3.   E-5 4.   E-6 1-12. Information on Navy schools may be obtained  from  which  of  the following   publications? 1. MILPERSMAN 2. CANTRAC 3. Advancement Manual 4. ENLTRANSMAN 1-13. What is a Yeoman’s most important quality? 1. Voice 2. Appearance 3. Attitude 4. Personality 1-14. Taking pride in your appearance and acting  militarily  correct  will improve   working   relationships. 1. True 2. False 1-15. What is the one trait looked for, required,  and  even  demanded  of  a Yeoman? 1. Assertiveness 2. Honesty 3. Aggressiveness 4. Intelligence 1-16. Of  the  following  ratings,  which  one is  NOT  responsible  for  providing direct  service  to  personnel? 1.  HM 2.   BM 3.   YN 4.   PC 1-17. The structure of the Navy tends to foster  which  of  the  following attitudes  in  its  members? 1. Personal 2. Impersonal 3. Positive 4. Negative 1-18. People are people, and you can’t change human nature. 1. True 2. False 1-19. Which of the following characteristics  is  the  first  thing a customer notices and uses to form an  impression? 1. Speech 2. Mannerisms 3. Appearance 4. Attitude 1-20. You must serve a customer who is emotionally  upset. In these circumstances, what is the best approach  to  take? 1. Detached and stern 2. Calm and confident 3. Enthusiastic  and  easygoing 4. Composed  and  skeptical 1-21. You should react to an unpleasant customer  in  which  of  the  following ways? 1. Keep  the  contact  as  impersonal as  possible 2. Concentrate  on  the  problem 3. Ignore  the  person’s  manner  and attitude 4. Each of the above 1-22. When you jump to a conclusion, you are  actually  making  a  decision based on which of the following factors? 1. Apathy 2. Rudeness 3. Misunderstanding 4. Incomplete   information 2