第一篇：賬戶貴金屬業(yè)務(wù)知識(shí)問(wèn)答

中國(guó)工商銀行賬戶貴金屬業(yè)務(wù)知識(shí)問(wèn)答

第一部分 產(chǎn)品知識(shí)

1.什么是賬戶貴金屬？

中國(guó)工商銀行賬戶貴金屬，是工行為個(gè)人客戶提供的，采取只計(jì)份額、不提取實(shí)物貴金屬的方式，以人民幣或美元買賣貴金屬份額的投資交易產(chǎn)品。

2.賬戶貴金屬有哪些交易品種？

賬戶貴金屬交易品種包括賬戶黃金、賬戶白銀、賬戶鉑金和賬戶鈀金。

3.賬戶貴金屬最小交易數(shù)量是多少？

以人民幣買賣賬戶貴金屬的交易起點(diǎn)數(shù)量為1克，交易最小遞增單位為0.1克；以美元買賣賬戶白銀的交易起點(diǎn)數(shù)量為1盎司，以美元買賣其它賬戶貴金屬（金、鉑、鈀）的交易起點(diǎn)數(shù)量為0.01盎司，交易最小遞增單位均為0.01盎司。

4.客戶按照什么價(jià)格買賣賬戶貴金屬？

我行在綜合考慮全球相關(guān)貴金屬市場(chǎng)價(jià)格走勢(shì)、國(guó)內(nèi)人民幣匯率走勢(shì)、市場(chǎng)流動(dòng)性等因素的基礎(chǔ)上向客戶提供賬戶貴金屬交易報(bào)價(jià)，具體分為銀行買入價(jià)和銀行賣出價(jià)，其中銀行賣出價(jià)是客戶買入賬戶貴金屬的價(jià)格，銀行買入價(jià)是客戶賣出賬戶貴金屬的價(jià)格。在同一時(shí)點(diǎn)對(duì)于同一品種，銀行賣出價(jià)要高于銀行買入價(jià)。

5.客戶買賣賬戶貴金屬是否支付手續(xù)費(fèi)？

客戶按照我行交易報(bào)價(jià)買賣賬戶貴金屬，我行不另行收取手續(xù)費(fèi)。

6.客戶可以使用哪些幣種買賣賬戶貴金屬？

目前，客戶可使用美元（包括現(xiàn)鈔、現(xiàn)匯）或人民幣買賣賬戶貴金屬。美元賬戶貴金屬和人民幣賬戶貴金屬分別報(bào)價(jià)。

7.以美元買賣賬戶貴金屬是否區(qū)分鈔匯？

客戶以美元資金買賣賬戶貴金屬，可選擇使用現(xiàn)鈔或現(xiàn)匯?？蛻羰褂矛F(xiàn)鈔或現(xiàn)匯買賣賬戶貴金屬的價(jià)格相同，但美元現(xiàn)鈔和現(xiàn)匯不能通過(guò)買賣賬戶貴金屬相互轉(zhuǎn)換，以美元現(xiàn)鈔買入的賬戶貴金屬在賣出后的資金仍為美元現(xiàn)鈔，以美元現(xiàn)匯買入的賬戶貴金屬在賣出后的資金仍為美元現(xiàn)匯。

第二部分 開銷戶

8.哪些客戶適合開辦賬戶貴金屬交易？

具有完全民事行為能力且具備相應(yīng)風(fēng)險(xiǎn)承受能力以及滿足產(chǎn)品適合度評(píng)估的個(gè)人客戶均可向我行申請(qǐng)開辦賬戶貴金屬交易。

9.怎樣申請(qǐng)開辦賬戶貴金屬交易？

客戶可通過(guò)工行營(yíng)業(yè)網(wǎng)點(diǎn)或電子銀行渠道申請(qǐng)開辦賬戶貴金屬交易。

客戶在申請(qǐng)開辦賬戶貴金屬交易前，需認(rèn)真閱讀并承諾遵守《中國(guó)工商銀行賬戶貴金屬產(chǎn)品介紹》、《中國(guó)工商銀行賬戶貴金屬交易規(guī)則》等文件，充分了解賬戶貴金屬產(chǎn)品的特點(diǎn)及相關(guān)風(fēng)險(xiǎn)；客戶申請(qǐng)開辦賬戶貴金屬交易業(yè)務(wù)，須接受我行風(fēng)險(xiǎn)承受能力評(píng)估和投資交易類產(chǎn)品適合度評(píng)估，符合條件的方可開辦。

客戶與我行簽署《中國(guó)工商銀行賬戶貴金屬交易協(xié)議》，并指定本人在我行開立的個(gè)人多幣種借記卡作為買賣賬戶貴金屬的資金賬戶，即完成開辦手續(xù)。

10.進(jìn)行賬戶貴金屬交易需開立哪些賬戶？

（1）資金賬戶。客戶須指定本人在我行開立的個(gè)人多幣種借記卡作為資金賬戶，用于核算買賣賬戶貴金屬的資金收付。

（2）交易賬戶?？蛻舻谝淮钨I賣賬戶貴金屬時(shí)，我行系統(tǒng)自動(dòng)為其開立交易賬戶，用于核算買賣賬戶貴金屬數(shù)量的收付。該賬戶分設(shè)多個(gè)相互獨(dú)立的子賬戶，對(duì)應(yīng)不同的賬戶貴金屬品種。

（3）保證金賬戶。對(duì)于以先賣出后買入方式進(jìn)行賬戶貴金屬交易的客戶，我行系統(tǒng)自動(dòng)為其開立保證金賬戶，用于交易保證金的收付和損益核算。

11.怎樣注銷賬戶貴金屬業(yè)務(wù)？

客戶如不再辦理賬戶貴金屬業(yè)務(wù)，需撤銷所有未成交的交易掛單，賣出賬戶貴金屬交易賬戶所有余額，并注銷交易賬戶。客戶完成賬戶貴金屬業(yè)務(wù)注銷后，其與我行簽署的《中國(guó)工商銀行賬戶貴金屬交易協(xié)議》隨即終止。

第三部分 交易操作

（一）交易基礎(chǔ)

12.客戶可以從哪些渠道進(jìn)行賬戶貴金屬交易？

目前客戶可以通過(guò)我行電子銀行渠道（包括網(wǎng)上銀行、手機(jī)銀行、電話銀行）及開辦此業(yè)務(wù)的營(yíng)業(yè)網(wǎng)點(diǎn)進(jìn)行賬戶貴金屬交易。

13.賬戶貴金屬在什么時(shí)間交易？

目前我行電子銀行渠道的賬戶貴金屬交易時(shí)間如下：

周一：07：00～24：00。

周二至周五：00：00～24：00。

周六：00：00～04：00。

營(yíng)業(yè)網(wǎng)點(diǎn)的交易時(shí)間為周一至周五開辦此業(yè)務(wù)營(yíng)業(yè)網(wǎng)點(diǎn)的實(shí)際營(yíng)業(yè)時(shí)間。

14.賬戶貴金屬有哪些交易類型？

賬戶貴金屬交易有先買入后賣出和先賣出后買入兩種交易類型。如客戶預(yù)期未來(lái)貴金屬價(jià)格上漲，可選擇先買入后賣出交易，通過(guò)低買高賣獲得價(jià)差收益；如預(yù)期未來(lái)貴金屬價(jià)格下跌，可選擇先賣出后買入交易，通過(guò)高賣低買獲得價(jià)差收益。

15.賬戶貴金屬有哪些交易方式？

賬戶貴金屬產(chǎn)品有實(shí)時(shí)交易、掛單交易、定投交易、轉(zhuǎn)換交易等多種交易方式。

16.客戶在交易日內(nèi)是否可以進(jìn)行反復(fù)買賣？

賬戶貴金屬采取T+0交易模式，即客戶買入的賬戶貴金屬可在當(dāng)日賣出，客戶賣出賬戶貴金屬獲得的資金可在當(dāng)日繼續(xù)買入，因此客戶在交易日當(dāng)天可進(jìn)行多次賬戶貴金屬交易。

（二）先買入后賣出交易

17.什么是先買入后賣出交易？

先買入后賣出交易指客戶先買入賬戶貴金屬，再賣出已買入賬戶貴金屬的交易。

18.買入開倉(cāng)和賣出平倉(cāng)分別是指什么？

客戶以先買入后賣出交易方式買入賬戶貴金屬稱為買入開倉(cāng)，賣出賬戶貴金屬稱為賣出平倉(cāng)。

19.賬戶貴金屬交易可進(jìn)行杠桿操作嗎？

賬戶貴金屬交易不可進(jìn)行杠桿操作，客戶須提供全額交易資金進(jìn)行交易。

20.賬戶貴金屬能否用于質(zhì)押貸款？

客戶以先買入后賣出交易方式買入并持有的賬戶貴金屬可按照中國(guó)工商銀行質(zhì)押貸款管理的相關(guān)規(guī)定辦理質(zhì)押貸款。

（三）先賣出后買入交易

21.什么是先賣出后買入交易？

先賣出后買入交易指客戶首筆交易為賣出交易，然后在賣出的數(shù)量?jī)?nèi)部分或全部買入賬戶貴金屬的交易。

22.賣出開倉(cāng)和買入平倉(cāng)分別是指什么？

客戶以先賣出后買入交易方式賣出賬戶貴金屬稱為賣出開倉(cāng)，買入賬戶貴金屬稱為買入平倉(cāng)。

23.先賣出后買入交易對(duì)保證金比例有何要求？

客戶進(jìn)行賬戶貴金屬先賣出后買入交易，在賣出交易前，應(yīng)提供100%交易保證金（保證金金額等于賣出開倉(cāng)數(shù)量乘以賣出價(jià)格）。當(dāng)客戶保證金比例小于或等于50％時(shí)，我行將通過(guò)手機(jī)短信方式對(duì)客戶進(jìn)行提示（客戶須在我行預(yù)留本人手機(jī)號(hào)碼）；當(dāng)客戶保證金比例小于或等于20％時(shí)，我行可進(jìn)行全額強(qiáng)制平倉(cāng)。保證金比例計(jì)算公式為：（保證金賬戶金額+賬面盈虧）÷賣出賬戶貴金屬凍結(jié)保證金×100%。

例如，某客戶5月9日在轉(zhuǎn)入保證金賬戶3000元人民幣后，以300元/克價(jià)格賣出10克賬戶黃金。未來(lái)假如賬戶黃金價(jià)格上漲到450元/克，客戶賬面盈虧為-1500元，保證金比例為50%，我行系統(tǒng)向客戶發(fā)送短信提示應(yīng)補(bǔ)充保證金。假如該期產(chǎn)品價(jià)格繼續(xù)上漲到540元/克時(shí)，客戶賬面盈虧為-2400元，保證金比例達(dá)到20%，我行可對(duì)客戶交易賬戶中賣出的10克賬戶黃金強(qiáng)制買入平倉(cāng)，并將剩余清算資金劃入客戶保證金賬戶。

24.先賣出后買入交易和先買入后賣出交易的賬戶貴金屬數(shù)量可否混用？

客戶進(jìn)行先買入后賣出交易和先賣出后買入交易兩種方式相互獨(dú)立，分別操作，對(duì)應(yīng)的交易賬戶分為兩個(gè)相互獨(dú)立的交易子賬戶，所記載的賬戶貴金屬數(shù)量不能累加或相互抵消。也即，客戶通過(guò)先買入后賣出方式買入的賬戶貴金屬，只可通過(guò)先買入后賣出方式的賣出平倉(cāng)交易賣出；客戶通過(guò)先賣出后買入方式賣出的賬戶貴金屬，只可通過(guò)先賣出后買入方式的買入平倉(cāng)交易進(jìn)行平倉(cāng)。

（四）掛單交易

25.賬戶貴金屬的掛單交易方式具體有哪些？

賬戶貴金屬產(chǎn)品有獲利掛單、止損掛單、雙向掛單、循環(huán)掛單、一對(duì)多掛單、觸發(fā)掛單和追加掛單等掛單交易方式。其中循環(huán)及追加掛單不適用于先賣出后買入交易類型。

26.賬戶貴金屬掛單的有效期是多久？

賬戶貴金屬掛單的有效期包括24小時(shí)、48小時(shí)、72小時(shí)、96小時(shí)、120小時(shí)、當(dāng)周有效和30天，其中當(dāng)周有效的失效時(shí)間為當(dāng)周六早4點(diǎn)，30天的有效期為720小時(shí)。掛單有效期均連續(xù)計(jì)算，即掛單期間若遇節(jié)假日或其他原因，中國(guó)工商銀行暫停開展賬戶貴金屬交易業(yè)務(wù)，則暫停交易的時(shí)間仍計(jì)入掛單有效區(qū)間。

例如，客戶于周五中午12:00成功提交了一筆有效期為72小時(shí)的掛單，則該筆掛單將于下周周一的中午12:00到期，周六和周日的非交易時(shí)間并不從掛單有效期中扣除。

客戶的掛單交易可于暫停交易期間失效。例如，客戶于周五中午12:00成功提交了一筆有效期為24小時(shí)的掛單，若期間市場(chǎng)價(jià)格始終未達(dá)到成交條件，則該筆掛單將于周六中午12:00自動(dòng)失效，不受此時(shí)處于非交易時(shí)間的影響。

27.什么是獲利掛單？

獲利掛單是指掛單價(jià)格優(yōu)于實(shí)時(shí)交易報(bào)價(jià)的掛單，即客戶掛單買入價(jià)低于當(dāng)前銀行賣出價(jià)或客戶掛單賣出價(jià)高于當(dāng)前銀行買入價(jià)，當(dāng)交易報(bào)價(jià)達(dá)到客戶掛單價(jià)格時(shí)按掛單價(jià)格成交。

例如，當(dāng)前人民幣賬戶黃金銀行賣出價(jià)為320元/克，客戶提交以310元/克買入10克賬戶黃金的掛單交易申請(qǐng)，該掛單即為獲利掛單。客戶該筆掛單被受理后，系統(tǒng)將凍結(jié)客戶資金賬戶3100元人民幣資金。掛單有效期內(nèi)，如我行報(bào)價(jià)觸及310元/克，我行將為客戶達(dá)成買入交易，否則掛單到期失效并對(duì)其資金賬戶相應(yīng)資金進(jìn)行解凍。

28.什么是止損掛單？

止損掛單是指掛單價(jià)格劣于實(shí)時(shí)交易報(bào)價(jià)的掛單，即客戶掛單賣出價(jià)低于當(dāng)前銀行買入價(jià)或客戶掛單買入價(jià)高于當(dāng)前銀行賣出價(jià)，當(dāng)交易報(bào)價(jià)達(dá)到客戶掛單價(jià)格時(shí)按掛單價(jià)格成交。

例如，當(dāng)前人民幣賬戶白銀銀行買入價(jià)為5.7元/克，客戶提交以5.5元/克賣出100克賬戶白銀的掛單交易申請(qǐng)，該掛單即為止損掛單?？蛻粼摴P掛單被受理后，系統(tǒng)將凍結(jié)客戶交易賬戶100克賬戶白銀。掛單有效期內(nèi)，如我行報(bào)價(jià)觸及5.5元/克，我行將為客戶達(dá)成賣出交易，否則掛單到期失效并對(duì)其交易賬戶相應(yīng)賬戶白銀進(jìn)行解凍。

29.什么是雙向掛單？

雙向掛單是指同時(shí)設(shè)立的一個(gè)獲利掛單和一個(gè)止損掛單組合。雙向掛單中的任意一項(xiàng)掛單成交，另一項(xiàng)掛單即自動(dòng)失效。

例如，當(dāng)前人民幣賬戶黃金銀行賣出價(jià)為320元/克，客戶同時(shí)提交以310元/克買入10克賬戶黃金的獲利掛單和以330元/克買入10克賬戶黃金的止損掛單，該掛單即為雙向掛單。掛單有效期內(nèi)，如我行報(bào)價(jià)先觸及310元/克，我行將按該價(jià)格為客戶達(dá)成買入交易，相應(yīng)止損掛單自動(dòng)失效。同樣，如我行報(bào)價(jià)先觸及330元/克，我行將按該價(jià)格為客戶達(dá)成買入交易，相應(yīng)獲利掛單自動(dòng)失效。

30.什么是循環(huán)掛單？

循環(huán)掛單指客戶同時(shí)訂立交易品種相同、掛單數(shù)量相同、交易方向相反、以及掛單買入價(jià)低于掛單賣出價(jià)的首、次筆兩筆掛單。當(dāng)中國(guó)工商銀行相應(yīng)報(bào)價(jià)達(dá)到首筆掛單價(jià)格時(shí)，首筆掛單成交，同時(shí)次筆掛單生效，之后當(dāng)中國(guó)工商銀行相應(yīng)報(bào)價(jià)達(dá)到次筆掛單價(jià)格時(shí)，次筆掛單成交，同時(shí)首筆掛單再次生效，依次循環(huán)。掛單到期或客戶撤銷掛單，循環(huán)掛單失效。

例如，當(dāng)前人民幣賬戶白銀銀行買入價(jià)為5.73元/克，銀行賣出價(jià)為5.77元/克?？蛻粼O(shè)立首筆為以5.6元/克買入10克賬戶白銀、次筆為以5.8元賣出10克賬戶白銀的循環(huán)掛單。當(dāng)銀行賣出價(jià)觸及5.6元/克時(shí)，我行將按該價(jià)格為客戶達(dá)成買入交易，次筆掛單生效；之后當(dāng)銀行買入價(jià)再次上漲至5.8元/克時(shí)，我行將按該價(jià)格為客戶達(dá)成賣出交易，首筆掛單再次生效。依此循環(huán)往復(fù)，直到掛單有效期結(jié)束或客戶取消掛單。

31.什么是一對(duì)多掛單？

一對(duì)多掛單指客戶同時(shí)訂立交易幣種相同、交易品種不同、交易方向相同、按選擇順序排列的兩個(gè)或兩個(gè)以上一系列掛單。當(dāng)中國(guó)工商銀行相應(yīng)報(bào)價(jià)達(dá)到其中一筆掛單的掛單價(jià)格時(shí)，該筆掛單成交，其他掛單失效；當(dāng)相應(yīng)報(bào)價(jià)同時(shí)達(dá)到多筆掛單的掛單價(jià)格時(shí)，排序最前的掛單成交，其他掛單失效。一對(duì)多掛單最多只能同時(shí)訂立6個(gè)掛單。

例如，當(dāng)前人民幣賬戶黃金銀行買入價(jià)為318元/克，人民幣賬戶白銀銀行買入價(jià)為5.70元/克，人民幣賬戶鉑金銀行買入價(jià)為315元/克，客戶同時(shí)持有上述品種的賬戶貴金屬，因有3.2萬(wàn)元流動(dòng)資金需求擬賣出部分賬戶貴金屬，設(shè)立了一筆一對(duì)多賣出掛單，賣出順序?yàn)辄S金100克、白銀5518克、鉑金101克，掛單價(jià)格分別為320元/克、5.8元/克和317元/克。掛單有效期內(nèi)，如賬戶白銀價(jià)格率先上漲觸及掛單價(jià)格，我行為客戶達(dá)成賬戶白銀賣出交易，同時(shí)賬戶黃金、鉑金的賣出掛單自動(dòng)失效；如賬戶黃金和賬戶白銀價(jià)格同時(shí)觸及掛單價(jià)格，因黃金掛單順序先于白銀，我行為客戶達(dá)成賬戶黃金賣出交易，同時(shí)賬戶白銀、鉑金的賣出掛單自動(dòng)失效。

32.什么是觸發(fā)掛單？

觸發(fā)掛單指客戶訂立以觸發(fā)價(jià)格為生效條件的掛單，當(dāng)中國(guó)工商銀行相應(yīng)報(bào)價(jià)達(dá)到觸發(fā)價(jià)格時(shí)，交易掛單生效，之后當(dāng)中國(guó)工商銀行相應(yīng)報(bào)價(jià)達(dá)到交易掛單價(jià)格時(shí)，交易掛單成交。

例如，當(dāng)前人民幣賬戶白銀銀行賣出價(jià)為5.77元/克，客戶為確認(rèn)白銀上漲趨勢(shì)，設(shè)立了一筆觸發(fā)掛單，觸發(fā)價(jià)格為5.82元，掛單價(jià)格為5.80元，數(shù)量為100克。掛單有效期內(nèi)，如賬戶白銀價(jià)格上漲觸及5.82元，掛單生效并在當(dāng)價(jià)格回落至5.80元時(shí)，為客戶達(dá)成100克賬戶白銀買入交易。

33.什么是追加掛單？

追加掛單指客戶在獲利掛單、止損掛單、雙向掛單（統(tǒng)稱主掛單）的基礎(chǔ)上附加另一掛單，該掛單可以為獲利掛單、止損掛單或雙向掛單之一。追加掛單買賣方向須與主掛單買賣方向相反。追加掛單屬于或有掛單，需與主掛單一并訂立，并僅在主掛單成交后生效，當(dāng)主掛單為雙向掛單時(shí)，客戶僅可選擇在獲利或止損一方追加掛單，雙向掛單成交時(shí)，只有在主掛單成交方向追加的掛單才能生效。

例如，當(dāng)前人民幣賬戶黃金銀行賣出價(jià)為319元/克，客戶已設(shè)立一筆獲利掛單，以317元/克買入10克賬戶黃金。客戶在該獲利買入掛單的基礎(chǔ)上設(shè)立了一筆追加掛單，以322元/克賣出10克賬戶黃金。掛單有效期內(nèi)，如賬戶黃金價(jià)格觸及317元/克，我行為客戶達(dá)成10克賬戶黃金買入交易，同時(shí)追加掛單生效，當(dāng)掛單有效期內(nèi)，賬戶黃金價(jià)格再上漲到322元/克時(shí)，我行為客戶達(dá)成10克賬戶黃金賣出交易。

（五）定投交易

34.什么是定投交易？

定投交易指客戶設(shè)定定投計(jì)劃，約定在一定期限內(nèi)，以固定頻度按照計(jì)劃數(shù)量或金額定期買入賬戶貴金屬的交易。

例如，客戶可設(shè)定按日定投10克賬戶白銀的定投計(jì)劃，我行將在客戶選擇的定投計(jì)劃有效期內(nèi)，在每個(gè)賬戶白銀交易日按當(dāng)日定投價(jià)格為客戶自動(dòng)買入10克賬戶白銀，并累積于客戶交易賬戶中。再如，客戶可設(shè)定按月定投100美元賬戶黃金的定投計(jì)劃，我行將在客戶選擇的定投計(jì)劃有效期內(nèi)，每月在客戶選擇的固定定投日按當(dāng)日定投價(jià)格為客戶自動(dòng)買入價(jià)值約100美元的賬戶黃金，并累積于客戶交易賬戶中。

35.賬戶貴金屬定投交易方式有哪些？

客戶辦理賬戶貴金屬定投計(jì)劃，根據(jù)方式和周期不同有多種類型組合。

定投計(jì)劃按方式分為按計(jì)劃數(shù)量定投和按計(jì)劃金額定投。按計(jì)劃金額定投指客戶以固定金額設(shè)定的定投計(jì)劃。按計(jì)劃數(shù)量定投指客戶以固定數(shù)量設(shè)定的定投計(jì)劃。

定投計(jì)劃按周期分為按日定投和按月定投。按日定投指客戶設(shè)定定投計(jì)劃后，按照客戶設(shè)定的定投計(jì)劃要素每日?qǐng)?zhí)行定投計(jì)劃。按月定投指客戶設(shè)定定投計(jì)劃后，按照客戶設(shè)定的定投計(jì)劃要素在每月的某一指定日?qǐng)?zhí)行定投計(jì)劃。

36.賬戶貴金屬定投交易的價(jià)格如何確定？

我行以定投交易日16：00我行賬戶貴金屬即期賣出價(jià)作為當(dāng)日的定投交易價(jià)格。

37.賬戶貴金屬定投計(jì)劃的期限有哪些？

定投計(jì)劃的有效期限分為一年、三年、五年、八年和無(wú)固定期限。

38.客戶可設(shè)置多個(gè)賬戶貴金屬定投計(jì)劃嗎？

單個(gè)客戶可以根據(jù)需要設(shè)定多個(gè)定投計(jì)劃，但數(shù)量最多不超過(guò)30個(gè)。

39.客戶是否只能在賬戶貴金屬交易時(shí)間內(nèi)設(shè)置定投計(jì)劃？

無(wú)論在交易時(shí)間或非交易時(shí)間，客戶均可設(shè)定賬戶貴金屬定投計(jì)劃。

40.賬戶貴金屬定投交易的起點(diǎn)是多少？

對(duì)于人民幣賬戶貴金屬，按計(jì)劃數(shù)量定投交易起點(diǎn)數(shù)量為1克，交易最小遞增單位為0.1克；按計(jì)劃金額定投交易起點(diǎn)金額100元，交易最小遞增單位為100元。

對(duì)于美元賬戶貴金屬，按計(jì)劃數(shù)量定投交易起點(diǎn)數(shù)量為0.01盎司，交易最小遞增單位為0.01盎司；按計(jì)劃金額定投交易起點(diǎn)金額10美元，交易最小遞增單位為10美元。

41.如何修改或終止賬戶貴金屬定投計(jì)劃？

客戶可在任意一天（除15：00至17：00期間）通過(guò)我行柜面或電子銀行渠道，對(duì)已經(jīng)制定的定投計(jì)劃進(jìn)行修改或終止。此外客戶設(shè)立的定投計(jì)劃如果連續(xù)三期未能正常執(zhí)行，則該定投計(jì)劃自動(dòng)終止。

（六）轉(zhuǎn)換交易

42.什么是轉(zhuǎn)換交易？

轉(zhuǎn)換交易指客戶將持有的一種賬戶貴金屬按照中國(guó)工商銀行相應(yīng)轉(zhuǎn)換率報(bào)價(jià)轉(zhuǎn)換成另一種賬戶貴金屬的交易。

例如，客戶原持有人民幣賬戶黃金，因其預(yù)期賬戶鉑金價(jià)格上漲將超過(guò)賬戶黃金，即可按照我行的轉(zhuǎn)換率報(bào)價(jià)將賬戶黃金即時(shí)轉(zhuǎn)換為賬戶鉑金。

43.賬戶貴金屬轉(zhuǎn)換的價(jià)格怎樣確定？

賬戶貴金屬轉(zhuǎn)換依照我行公布的賬戶貴金屬轉(zhuǎn)換率報(bào)價(jià)進(jìn)行。轉(zhuǎn)換率即轉(zhuǎn)出賬戶貴金屬的轉(zhuǎn)出價(jià)與轉(zhuǎn)入賬戶貴金屬的轉(zhuǎn)入價(jià)之比。轉(zhuǎn)出價(jià)指客戶轉(zhuǎn)出賬戶貴金屬的銀行買入價(jià)。轉(zhuǎn)入價(jià)指客戶轉(zhuǎn)入賬戶貴金屬的銀行賣出價(jià)。

44.通過(guò)轉(zhuǎn)換交易可以將人民幣賬戶貴金屬品種轉(zhuǎn)換為美元賬戶貴金屬品種嗎？

賬戶貴金屬轉(zhuǎn)換僅允許人民幣賬戶貴金屬品種之間或美元賬戶貴金屬品種之間的轉(zhuǎn)換，即人民幣賬戶黃金僅能轉(zhuǎn)換為人民幣賬戶白銀（鉑金、鈀金），而不能轉(zhuǎn)換為美元賬戶白銀（鉑金、鈀金）；同樣美元賬戶黃金也不能轉(zhuǎn)換為人民幣賬戶白銀（鉑金、鈀金）等。

（七）查詢

45.怎樣查詢賬戶貴金屬產(chǎn)品信息？

客戶可通過(guò)中國(guó)工商銀行官方網(wǎng)站（http://004km.cn）及開辦此業(yè)務(wù)的營(yíng)業(yè)網(wǎng)點(diǎn)查詢賬戶貴金屬產(chǎn)品信息。

46.怎樣查詢賬戶貴金屬的交易明細(xì)？

客戶可以登陸網(wǎng)上銀行，通過(guò)賬戶貴金屬“查詢交易明細(xì)”功能查詢自己買賣賬戶貴金屬的歷史交易明細(xì)。

47.怎樣查詢賬戶貴金屬產(chǎn)品持有數(shù)量及浮動(dòng)盈虧情況？

客戶可以登陸網(wǎng)上銀行，在“我的賬戶貴金屬”欄目下查看持有的賬戶貴金屬幣種、數(shù)量及浮動(dòng)盈虧情況。

第四部分 業(yè)務(wù)風(fēng)險(xiǎn)

48.買賣賬戶貴金屬的主要風(fēng)險(xiǎn)是什么？

客戶參與賬戶貴金屬交易主要面臨貴金屬價(jià)格波動(dòng)風(fēng)險(xiǎn)。受國(guó)際上各種政治、經(jīng)濟(jì)因素及突發(fā)事件影響，貴金屬價(jià)格可能發(fā)生劇烈波動(dòng)，從而使客戶存在投資虧損的可能性?？蛻魬?yīng)關(guān)注相關(guān)市場(chǎng)價(jià)格變化，謹(jǐn)慎交易。

49.進(jìn)行賬戶貴金屬交易還需要關(guān)注哪些風(fēng)險(xiǎn)？

客戶進(jìn)行賬戶貴金屬交易除關(guān)注市場(chǎng)風(fēng)險(xiǎn)外，還應(yīng)當(dāng)注意可能面臨的流動(dòng)性風(fēng)險(xiǎn)、匯率風(fēng)險(xiǎn)、操作風(fēng)險(xiǎn)、政策風(fēng)險(xiǎn)、突發(fā)事件風(fēng)險(xiǎn)、以及其他或有風(fēng)險(xiǎn)。請(qǐng)仔細(xì)閱讀產(chǎn)品介紹與業(yè)務(wù)協(xié)議中的相關(guān)提示。

注：本知識(shí)問(wèn)答所列信息僅供客戶參考，不構(gòu)成任何投資或交易建議?？蛻艮k理賬戶貴金屬買賣業(yè)務(wù)具體應(yīng)以《中國(guó)工商銀行賬戶貴金屬產(chǎn)品介紹》、《中國(guó)工商銀行賬戶貴金屬交易規(guī)則》和《中國(guó)工商銀行賬戶貴金屬交易協(xié)議》為準(zhǔn)。

黃金遞延業(yè)務(wù)

適用對(duì)象 特色優(yōu)勢(shì) 開辦條件 開通流程 服務(wù)渠道與時(shí)間 操作指南注意事項(xiàng) 名詞解釋

業(yè)務(wù)簡(jiǎn)述

個(gè)人網(wǎng)上銀行實(shí)物黃金遞延業(yè)務(wù)即Au（T+D）為我行個(gè)人網(wǎng)銀客戶提供可以通過(guò)我行網(wǎng)上銀行實(shí)現(xiàn)注冊(cè)變更、委托申報(bào)、交割申報(bào)、中立倉(cāng)申報(bào)以及以上交易的查詢和撤銷功能，此外，客戶也可以通過(guò)網(wǎng)上銀行查詢到黃金賬戶資金、黃金庫(kù)存以及指令和盈虧等情況。[返回頁(yè)首]

適用對(duì)象

對(duì)投資黃金感興趣、具有較高風(fēng)險(xiǎn)承受能力的個(gè)人客戶。[返回頁(yè)首]

特色優(yōu)勢(shì)

在黃金遞延投資的過(guò)程中，您不僅可以通過(guò)低買高賣的方式賺取差價(jià)獲得利潤(rùn)，同時(shí)還可以通過(guò)賣空的方式在黃金價(jià)格下降的過(guò)程中獲得利潤(rùn)。另外在交易過(guò)程中，除交割環(huán)節(jié)外，不需要全額支付交易金額，為您獲取更高的收益提供了杠桿效應(yīng)。[返回頁(yè)首]

開辦條件

只要是通過(guò)身份證或者是護(hù)照開立網(wǎng)上銀行的客戶都有可能參與到黃金遞延業(yè)務(wù)中，成為黃金遞延產(chǎn)品的投資者。[返回頁(yè)首]

開通流程

首先可通過(guò)指定網(wǎng)點(diǎn)柜臺(tái)辦理代理實(shí)物黃金賬戶的注冊(cè)開戶。也可以開立個(gè)人網(wǎng)上銀行，進(jìn)行代理實(shí)物黃金賬戶的注冊(cè)開戶。在金交所返回黃金賬戶注冊(cè)成功的信息后，在網(wǎng)上銀行通過(guò)個(gè)人貴金屬延期交易業(yè)務(wù)的風(fēng)險(xiǎn)評(píng)估后簽訂黃金遞延協(xié)議，即可進(jìn)行Au（T+D）業(yè)務(wù)的操作。代理實(shí)物黃金開戶需要收取一定的開戶手續(xù)費(fèi)。[返回頁(yè)首]

服務(wù)渠道

“金融@家”個(gè)人網(wǎng)上銀行。[返回頁(yè)首]

操作指南

[返回頁(yè)首]

Au（T+D）合約交易時(shí)間

交易時(shí)間為上海黃金交易所開市時(shí)間，即周一至周五（國(guó)家法定節(jié)假日及交易所公告的休市日除外），其中：

夜市：20：50—次日凌晨2：30（周一—周四）；

上午：09：00—11：30（周一—周五）；

下午：13：30—15：30（周一—周五）。

每個(gè)交易日首場(chǎng)交易開市前十分鐘為延期合約集合競(jìng)價(jià)時(shí)間。各交易日15：00—15：30可進(jìn)行貴金屬現(xiàn)貨延期交收合約交收申報(bào)，15：31—15：40為中立倉(cāng)申報(bào)時(shí)間。

夜市交易時(shí)段與第二天上午和下午交易時(shí)段為一個(gè)完整交易日，但周一僅上午、下午交易時(shí)間段為一個(gè)完整交易日。[返回頁(yè)首]

常見問(wèn)題

1、為什么賣開倉(cāng)比買開倉(cāng)多凍結(jié)保證金

客戶在實(shí)際交易過(guò)程中，賣開倉(cāng)的實(shí)際成交價(jià)有可能高于客戶的掛單價(jià)，所以我行在客戶進(jìn)行賣開倉(cāng)操作時(shí)，多凍結(jié)客戶客戶保證金。

賣開倉(cāng)凍結(jié)資金=（委托價(jià)＋當(dāng)日漲停價(jià)－當(dāng)日跌停價(jià)）×委托數(shù)量×保證金比例

待客戶實(shí)際成交后，以實(shí)際成交價(jià)格扣劃客戶保證金。

2、資金到賬可用時(shí)間是什么時(shí)候？

T+1日，客戶應(yīng)注意，根據(jù)上海黃金交易所規(guī)定，晚間交易屬于第二天的交易，所以客戶在晚間交易的資金到賬時(shí)間以第二天為基數(shù)再加一天，遇節(jié)假日順延。[返回頁(yè)首]

風(fēng)險(xiǎn)提示

黃金行情受政治、經(jīng)濟(jì)等因素及突發(fā)事件的影響，經(jīng)常處于劇烈的波動(dòng)之中，同時(shí)Au（T+D）交易具有杠桿機(jī)制，機(jī)遇與風(fēng)險(xiǎn)共存，客戶因充分認(rèn)識(shí)到投資的風(fēng)險(xiǎn)，對(duì)自己的投資行為承擔(dān)一切后果和責(zé)任。[返回頁(yè)首]

注意事項(xiàng)

實(shí)物黃金遞延賬戶與代理實(shí)物黃金共用一個(gè)賬戶，如您已注冊(cè)過(guò)代理實(shí)物黃金賬戶，則可直接進(jìn)行風(fēng)險(xiǎn)評(píng)估和遞延協(xié)議的簽訂，無(wú)需重復(fù)注冊(cè)。[返回頁(yè)首]

名詞解釋

1.買入開倉(cāng)：根據(jù)AU(T+D)品種的行情，建立多頭合約，按固定比例支付保證金后增加多頭合約。

2.賣出開倉(cāng)：根據(jù)AU(T+D)品種的行情，建立空頭合約，按固定比例支付保證金后增加空頭合約。

3.買入平倉(cāng)：根據(jù)AU(T+D)品種的行情，將空頭合約進(jìn)行平倉(cāng)，減少所持有的空頭合約，釋放相應(yīng)凍結(jié)的保證金，并獲得交易盈虧。

4.賣出平倉(cāng)：根據(jù)AU(T+D)品種的行情，將多頭合約進(jìn)行平倉(cāng)，減少所持有的多頭合約，釋放相應(yīng)凍結(jié)的保證金，并獲得交易盈虧。

第二篇：中國(guó)工商銀行賬戶貴金屬交易規(guī)則

中國(guó)工商銀行賬戶貴金屬交易規(guī)則

（2015年版）

第一條 開辦規(guī)則

客戶開辦賬戶貴金屬交易前，應(yīng)接受中國(guó)工商銀行的風(fēng)險(xiǎn)承受能力評(píng)估和產(chǎn)品適合度評(píng)估，風(fēng)險(xiǎn)承受能力評(píng)估結(jié)果為“平衡型”、“成長(zhǎng)型”、“進(jìn)取型”之一且產(chǎn)品適合度評(píng)估結(jié)果為“適合”的，方可申請(qǐng)開辦。

申請(qǐng)開辦賬戶貴金屬交易的客戶，須充分了解賬戶貴金屬產(chǎn)品的特點(diǎn)及相關(guān)風(fēng)險(xiǎn)，認(rèn)真閱讀并承諾遵守《中國(guó)工商銀行賬戶貴金屬產(chǎn)品介紹》（以下簡(jiǎn)稱產(chǎn)品介紹）以及本規(guī)則的全部?jī)?nèi)容，愿意且有能力承擔(dān)上述風(fēng)險(xiǎn)造成的后果，簽署《中國(guó)工商銀行賬戶貴金屬交易協(xié)議》，并指定本人在中國(guó)工商銀行開立的個(gè)人多幣種借記卡或結(jié)算賬戶活期存折作為賬戶貴金屬交易的資金賬戶。

第二條 交易規(guī)則

客戶可通過(guò)電子銀行或營(yíng)業(yè)網(wǎng)點(diǎn)向中國(guó)工商銀行提交賬戶貴金屬交易指令?？蛻敉ㄟ^(guò)電子銀行渠道提交交易指令，須按照電子銀行系統(tǒng)預(yù)設(shè)條件指示正確、完整、真實(shí)地填寫電子指令信息，由電子銀行渠道按照系統(tǒng)預(yù)設(shè)條件判斷無(wú)誤后，直接受理并辦理。

（一）先買入后賣出交易

客戶實(shí)時(shí)買入開倉(cāng)，中國(guó)工商銀行將從其資金賬戶中扣減相應(yīng)的資金（買入開倉(cāng)數(shù)量乘以成交價(jià)格），同時(shí)在交易賬戶中增加相應(yīng)的賬戶貴金屬數(shù)量?？蛻魧?shí)時(shí)賣出平倉(cāng)，中國(guó)工商銀行將從其交易賬戶中扣減相應(yīng)的賬戶貴金屬數(shù)量，同時(shí)在其資金賬戶中增加相應(yīng)的資金（賣出平倉(cāng)數(shù)量乘以成交價(jià)格）。實(shí)時(shí)交易實(shí)行成交價(jià)格確認(rèn)機(jī)制，即客戶按照參考交易價(jià)格提交實(shí)時(shí)交易申請(qǐng)指令后，中國(guó)工商銀行向客戶反饋擬成交價(jià)格，如客戶未在有效時(shí)間內(nèi)確認(rèn)或市場(chǎng)波動(dòng)較大，則該價(jià)格失效，客戶須重新提交交易申請(qǐng)指令。

客戶掛單買入開倉(cāng)，中國(guó)工商銀行將在客戶掛單生效時(shí)凍結(jié)其資金賬戶中相應(yīng)資金（掛單買入開倉(cāng)數(shù)量乘以掛單價(jià)格），掛單買入開倉(cāng)成交后，增加交易賬戶中相應(yīng)賬戶貴金屬數(shù)量，并解凍和扣減相應(yīng)凍結(jié)資金。客戶掛單賣出平倉(cāng)，中國(guó)工商銀行將在客戶掛單生效時(shí)凍結(jié)交易賬戶中相應(yīng)賬戶貴金屬數(shù)量，掛單賣出平倉(cāng)成交后，解凍并扣減交易賬戶中相應(yīng)賬戶貴金屬數(shù)量，同時(shí)增加資金賬戶中相應(yīng)資金（掛單賣出平倉(cāng)數(shù)量乘以成交價(jià)格）。

客戶進(jìn)行賬戶貴金屬轉(zhuǎn)換，對(duì)于賬戶貴金屬間的轉(zhuǎn)換，中國(guó)工商銀行將從客戶交易賬戶中扣減轉(zhuǎn)出品種的賬戶貴金屬數(shù)量，并增加相應(yīng)轉(zhuǎn)入品種的賬戶貴金屬數(shù)量（轉(zhuǎn)出賬戶貴金屬數(shù)量乘以/除以相應(yīng)轉(zhuǎn)換率，精度保留至轉(zhuǎn)入賬戶貴金屬最小交易單位），同時(shí)將不足最小交易單位的剩余資金（轉(zhuǎn)出賬戶貴金屬數(shù)量乘以轉(zhuǎn)出價(jià)計(jì)算所得資金與轉(zhuǎn)入賬戶貴金屬數(shù)量乘以轉(zhuǎn)入價(jià)計(jì)算所需資金之差）計(jì)入客戶資金賬戶。如客戶交易賬戶中轉(zhuǎn)出賬戶貴金屬余額不能滿足轉(zhuǎn)入賬戶貴金屬最小交易單位，則交易無(wú)法成交。

對(duì)于賬戶貴金屬轉(zhuǎn)品牌貴金屬，中國(guó)工商銀行將從客戶交易賬戶中扣減轉(zhuǎn)出品種的賬戶貴金屬數(shù)量，并增加相應(yīng)轉(zhuǎn)入品種的品牌貴金屬數(shù)量，同時(shí)將不足最小交易單位的剩余資金（轉(zhuǎn)出賬戶貴金屬數(shù)量乘以轉(zhuǎn)出價(jià)計(jì)算所得資金超出轉(zhuǎn)入品牌貴金屬所需資金之差）計(jì)入客戶資金賬戶，或從客戶資金賬戶中扣劃差額資金（轉(zhuǎn)入品牌貴金屬所需資金超出轉(zhuǎn)出賬戶貴金屬數(shù)量乘以轉(zhuǎn)出價(jià)計(jì)算所得資金之差），如客戶資金賬戶中差額資金不足，則交易無(wú)法成交。

對(duì)于賬戶貴金屬轉(zhuǎn)積存貴金屬，中國(guó)工商銀行將從客戶交易賬戶中扣減轉(zhuǎn)出的賬戶貴金屬數(shù)量，并增加相應(yīng)轉(zhuǎn)入的積存貴金屬數(shù)量，同時(shí)將不足最小交易單位的剩余資金（轉(zhuǎn)出賬戶貴金屬數(shù)量乘以轉(zhuǎn)出價(jià)計(jì)算所得資金超出轉(zhuǎn)入積存貴金屬所需資金之差）計(jì)入客戶資金賬戶，或從客戶資金賬戶中扣劃差額資金（轉(zhuǎn)入積存貴金屬所需資金超出轉(zhuǎn)出賬戶貴金屬數(shù)量乘以轉(zhuǎn)出價(jià)計(jì)算所得資金之差），如客戶資金賬戶中差額資金不足，則交易無(wú)法成交。

客戶定投交易被中國(guó)工商銀行受理后，在客戶定投計(jì)劃執(zhí)行當(dāng)日15時(shí)起對(duì)客戶資金賬戶內(nèi)相應(yīng)資金進(jìn)行凍結(jié)，若客戶資金賬戶余額不足，則本期定投計(jì)劃無(wú)法執(zhí)行?？蛻舭磾?shù)量定投買入賬戶貴金屬，中國(guó)工商銀行將在

客戶定投計(jì)劃實(shí)際執(zhí)行日15時(shí)起從其資金賬戶中凍結(jié)相應(yīng)的資金（定投計(jì)劃設(shè)定的賬戶貴金屬數(shù)量乘以當(dāng)日15時(shí)銀行賣出價(jià)所得金額并上浮3％后的金額）。在實(shí)際執(zhí)行日16時(shí)，如凍結(jié)資金大于或等于當(dāng)前銀行賣出價(jià)乘以定投賬戶貴金屬數(shù)量，則執(zhí)行定投計(jì)劃并于當(dāng)日及時(shí)完成清算，中國(guó)工商銀行將增加客戶交易賬戶買入賬戶貴金屬數(shù)量，并解凍凍結(jié)資金和扣減定投計(jì)劃執(zhí)行相應(yīng)資金（實(shí)際執(zhí)行日16時(shí)銀行賣出價(jià)乘以買入賬戶貴金屬數(shù)量）；如凍結(jié)資金小于當(dāng)前銀行賣出價(jià)乘以定投賬戶貴金屬數(shù)量，則不執(zhí)行定投計(jì)劃。中國(guó)工商銀行可對(duì)客戶固定數(shù)量定投買入賬戶貴金屬凍結(jié)金額上浮比例進(jìn)行調(diào)整，并提前向客戶公告?？蛻舭唇痤~定投買入賬戶貴金屬，中國(guó)工商銀行將在客戶定投計(jì)劃實(shí)際執(zhí)行日15時(shí)起從其資金賬戶中凍結(jié)相應(yīng)的資金，在實(shí)際執(zhí)行日16時(shí)起增加客戶交易賬戶買入賬戶貴金屬數(shù)量（凍結(jié)資金除以實(shí)際執(zhí)行日16時(shí)銀行賣出價(jià)可以買入最多的賬戶貴金屬數(shù)量，精度保留至最小交易單位），并解凍凍結(jié)資金和扣減定投計(jì)劃執(zhí)行相應(yīng)資金（實(shí)際執(zhí)行日16時(shí)銀行賣出價(jià)乘以買入賬戶貴金屬數(shù)量）。

同一交易幣種下，當(dāng)客戶買入開倉(cāng)某一品種賬戶貴金屬的加權(quán)平均成交價(jià)格乘以該品種賬戶貴金屬數(shù)量所得金額小于該品種賬戶貴金屬當(dāng)前銀行買入價(jià)乘以該品種賬戶貴金屬數(shù)量所得金額時(shí)，該品種賬戶貴金屬為賬面盈利；反之，該品種賬戶貴金屬為賬面虧損。當(dāng)客戶先買入后賣出交易所有品種賬戶貴金屬賬面浮動(dòng)盈虧之和為正時(shí)，客戶賬戶貴金屬合計(jì)賬面盈利；反之，客戶賬戶貴金屬合計(jì)賬面虧損。

（二）先賣出后買入交易

客戶賣出開倉(cāng)賬戶貴金屬前，應(yīng)從資金賬戶劃轉(zhuǎn)足額資金至相應(yīng)幣種的保證金賬戶。

客戶實(shí)時(shí)賣出開倉(cāng)，中國(guó)工商銀行將凍結(jié)保證金賬戶中相應(yīng)的資金（賣出開倉(cāng)數(shù)量乘以成交價(jià)格），同時(shí)增加交易賬戶中相應(yīng)的賣出賬戶貴金屬數(shù)量?？蛻魧?shí)時(shí)買入平倉(cāng)，如該產(chǎn)品余額數(shù)量的賣出開倉(cāng)加權(quán)平均成交價(jià)格大于買入平倉(cāng)價(jià)格，則客戶盈利，相應(yīng)差額資金（上述兩價(jià)格之差乘買入平倉(cāng)數(shù)量）轉(zhuǎn)入客戶保證金賬戶；如該產(chǎn)品余額數(shù)量的賣出開倉(cāng)加權(quán)平均成交價(jià)格小于買入平倉(cāng)價(jià)格，則客戶虧損，中國(guó)工商銀行將扣減相應(yīng)差額資金。同時(shí)，中國(guó)工商銀行將扣減交易賬戶中相應(yīng)的賣出賬戶貴金屬數(shù)量。實(shí)時(shí)交易實(shí)行成交價(jià)格確認(rèn)機(jī)制，即客戶按照參考交易價(jià)格提交實(shí)時(shí)交易申請(qǐng)指令后，中國(guó)工商銀行向客戶反饋擬成交價(jià)格，如客戶未在有效時(shí)間內(nèi)確認(rèn)或市場(chǎng)波動(dòng)較大，則該價(jià)格失效，客戶須重新提交交易申請(qǐng)指令。

客戶掛單賣出開倉(cāng)，中國(guó)工商銀行在客戶掛單生效時(shí)凍結(jié)保證金賬戶中相應(yīng)的資金（掛單賣出開倉(cāng)數(shù)量乘以掛單價(jià)格），掛單賣出開倉(cāng)成交后，增加交易賬戶中相應(yīng)的賣出賬戶貴金屬數(shù)量，并將凍結(jié)資金作為賣出交易保證金繼續(xù)凍結(jié)?？蛻魭靻钨I入平倉(cāng)，中國(guó)工商銀行將在客戶掛單生效時(shí)凍結(jié)交易賬戶中相應(yīng)的賣出賬戶貴金屬數(shù)量，掛單交易成交后，如該產(chǎn)品余額數(shù)量的賣出開倉(cāng)加權(quán)平均成交價(jià)格大于買入平倉(cāng)價(jià)格，則客戶盈利，相應(yīng)差額資金（上述兩價(jià)格之差乘買入平倉(cāng)數(shù)量）轉(zhuǎn)入客戶保證金賬戶；如該產(chǎn)品余額數(shù)量的賣出開倉(cāng)加權(quán)平均成交價(jià)格小于買入平倉(cāng)價(jià)格，則客戶虧損，中國(guó)工商銀行將扣減相應(yīng)差額資金。同時(shí)，中國(guó)工商銀行解凍并扣減交易賬戶中相應(yīng)的賣出賬戶貴金屬數(shù)量。

同一交易幣種下，當(dāng)客戶賣出開倉(cāng)某一品種賬戶貴金屬的加權(quán)平均成交價(jià)格乘以賣出該品種賬戶貴金屬數(shù)量所得金額大于該品種賬戶貴金屬當(dāng)前銀行賣出價(jià)乘以賣出該品種賬戶貴金屬數(shù)量所得金額時(shí)，該品種賬戶貴金屬為賬面盈利；反之，該品種賬戶貴金屬為賬面虧損。當(dāng)客戶先賣出后買入交易所有品種賬戶貴金屬賬面浮動(dòng)盈虧之和為正時(shí)，客戶賬戶貴金屬合計(jì)賬面盈利；反之，客戶賬戶貴金屬合計(jì)賬面虧損。

同一交易幣種下，客戶賬面盈利時(shí)，其保證金子賬戶中除凍結(jié)保證金和掛單交易凍結(jié)資金以外的資金為可用資金；客戶賬面虧損時(shí)，其保證金子賬戶中除凍結(jié)保證金、掛單交易凍結(jié)資金和賬面虧損等值資金以外的資金為可用資金。客戶可隨時(shí)將可用資金從保證金子賬戶中轉(zhuǎn)回資金賬戶或作為新賣出開倉(cāng)交易的保證金。

同一交易幣種下，客戶賬面盈虧與保證金子賬戶金額（包括已凍結(jié)和未凍結(jié)金額）之和除以賣出賬戶貴金屬凍結(jié)保證金為客戶保證金比例?？蛻魬?yīng)及時(shí)關(guān)注交易賬戶盈虧狀況，并根據(jù)需要補(bǔ)足保證金或買入平倉(cāng)相應(yīng)賬戶貴金屬。當(dāng)客戶保證金比例小于或等于20%（以下稱保證金強(qiáng)制平倉(cāng)比例）時(shí)，中國(guó)工商銀行可對(duì)客戶同一幣種先賣出后買入交易子賬戶余額進(jìn)行強(qiáng)制買入平倉(cāng)。強(qiáng)制買入平倉(cāng)后有資金結(jié)余的，中國(guó)工商銀行將轉(zhuǎn)至客戶保證金賬戶；對(duì)于強(qiáng)制平倉(cāng)時(shí)客戶保證金不足的，客戶同意中國(guó)工商銀行從客戶資金賬戶及其他賬戶中扣收相應(yīng)款項(xiàng)以彌補(bǔ)相關(guān)損失。

中國(guó)工商銀行可對(duì)保證金強(qiáng)制平倉(cāng)比例進(jìn)行調(diào)整。

第三條 結(jié)算規(guī)則

（一）交易成交結(jié)算

客戶實(shí)時(shí)、掛單、轉(zhuǎn)換及定投交易成交后，中國(guó)工商銀行將及時(shí)為客戶辦理資金及賬戶貴金屬余額的結(jié)算。結(jié)算完成后，客戶資金賬戶中的資金、交易賬戶中的賬戶貴金屬余額以及保證金賬戶中已解凍資金可即時(shí)使用。

（二）業(yè)務(wù)停辦結(jié)算

因國(guó)家宏觀政策、法律法規(guī)、監(jiān)管規(guī)定發(fā)生變化，或突發(fā)事件等各類情形造成賬戶貴金屬產(chǎn)品全部或部分交易品種關(guān)停的，中國(guó)工商銀行將提前或及時(shí)通過(guò)官方網(wǎng)站發(fā)布通告，并按照通告事項(xiàng)為客戶辦理結(jié)算。

第四條 注銷規(guī)則

（一）賬戶注銷

賬戶注銷指客戶在中國(guó)工商銀行某一地區(qū)不再辦理賬戶貴金屬交易，對(duì)在該地區(qū)開立的交易賬戶和保證金賬戶進(jìn)行注銷的行為。客戶進(jìn)行賬戶注銷前，須撤銷本地區(qū)所有掛單指令，取消所有定制的定投計(jì)劃，并平倉(cāng)本地區(qū)交易賬戶所有余額，同時(shí)將保證金賬戶中的所有資金轉(zhuǎn)至資金賬戶，如保證金賬戶中有欠款的，應(yīng)當(dāng)補(bǔ)齊欠款。

（二）業(yè)務(wù)注銷

業(yè)務(wù)注銷指客戶在中國(guó)工商銀行不再辦理賬戶貴金屬業(yè)務(wù)，對(duì)賬戶貴金屬業(yè)務(wù)進(jìn)行注銷的行為?？蛻暨M(jìn)行業(yè)務(wù)注銷，須完成各地區(qū)的賬戶注銷。客戶完成賬戶貴金屬業(yè)務(wù)注銷后，與中國(guó)工商銀行簽署的《中國(guó)工商銀行賬戶貴金屬交易協(xié)議》即終止。

第五條 其他

本規(guī)則由中國(guó)工商銀行制定和修改。對(duì)本規(guī)則所做的任何修改或補(bǔ)充，中國(guó)工商銀行將提前通過(guò)官方網(wǎng)站通告。在通告期內(nèi)，客戶對(duì)規(guī)則的修改有異議的，可在新規(guī)則生效前通過(guò)95588電話銀行咨詢、提出意見或辦理賬戶貴金屬交易的注銷手續(xù)。通告期滿，客戶未注銷或在通告期滿后繼續(xù)進(jìn)行相關(guān)操作的，視為接受修改后的規(guī)則。

第三篇：流動(dòng)人口業(yè)務(wù)知識(shí)問(wèn)答

流動(dòng)人口業(yè)務(wù)知識(shí)問(wèn)答

一、什么是全員流動(dòng)人口？

答：是指流入流出一個(gè)月以上的全體人員，包括男女老少。但下列人員除外：1.因出差、就醫(yī)、旅游、探親、訪友、服軍役、就讀中等以上專業(yè)學(xué)校等事由異地居住、預(yù)期將返回戶籍所在地居住的人員；2.婚嫁人口不屬于流動(dòng)人口。

二、什么是流動(dòng)人口已婚育齡婦女? 答：流動(dòng)人口已婚育齡婦女指流動(dòng)人口中辦理過(guò)結(jié)婚登記手續(xù)，或雖未辦理結(jié)婚登記手續(xù)但生過(guò)小孩的18至49周歲婦女。

三、村流動(dòng)人口主要工作任務(wù)是什么？

答:

1、信息采集。村（居）包干人員每個(gè)月月底對(duì)各自包干范圍進(jìn)行清查，把變更情況通過(guò)例會(huì)匯總給村計(jì)生專干，計(jì)生專干根據(jù)變更情況及時(shí)更新有關(guān)資料，并上報(bào)信息變更報(bào)告單。鎮(zhèn)計(jì)生辦根據(jù)信息報(bào)告單更新《廣東省全員人口信息系統(tǒng)》。

2、村級(jí)資料卡表冊(cè)要裝訂整齊，各項(xiàng)內(nèi)容須填寫完整，卡表冊(cè)數(shù)據(jù)一致。內(nèi)容要及時(shí)更新，做到人來(lái)登記，人走注銷。要與流入流出的已婚育齡婦女簽訂計(jì)劃生育合同書。

3、協(xié)助鄉(xiāng)鎮(zhèn)（街道）做好日常的流動(dòng)人口已婚育齡夫妻落實(shí)四術(shù)、雙查、征收工作，免費(fèi)藥具發(fā)放和隨訪服務(wù)和免費(fèi)孕前優(yōu)生健康檢查工作。

四、流動(dòng)人口手工報(bào)表比較常見的邏輯錯(cuò)誤有哪些？

答：比較常見的邏輯錯(cuò)誤有：

1、分類統(tǒng)計(jì)和分單位統(tǒng)計(jì)加起來(lái)不等于總數(shù)；

2、其中項(xiàng)橫加起來(lái)不等于總數(shù)；

3、已婚育齡婦女建檔

數(shù)大于已婚育齡婦女?dāng)?shù)。

4、報(bào)表數(shù)據(jù)與系統(tǒng)查詢數(shù)矛盾。

5、報(bào)表數(shù)村的卡冊(cè)不一致。

五、應(yīng)通報(bào)給戶籍地的是哪八種情況？

答：應(yīng)通報(bào)的八種情況：①有生育子女行為的；②落實(shí)計(jì)劃生育手術(shù)的；③應(yīng)落實(shí)長(zhǎng)效避孕節(jié)育措施而未落實(shí)的；④懷孕的；⑤未持有有效流動(dòng)人口計(jì)劃生育證件的；⑥在本地接受孕情檢查服務(wù)的；⑦婚育、節(jié)育情況有疑問(wèn)的；⑧其他需要通報(bào)的情況。

六、流動(dòng)人口管理考核指標(biāo)有哪些？

答：

1、流出成年育齡婦女辦證率應(yīng)達(dá)95%以上；

2、流入流出已婚育齡婦女綜合避孕率達(dá)到90%；流入已婚育齡婦女建檔率達(dá)到100%，流動(dòng)人口計(jì)劃生育政策知曉率達(dá)到90%以上；流入人口雙查率達(dá)到85%以上；信息接收反饋率、及時(shí)率95%以上。

七、流動(dòng)人口要核查的周邊資料有哪些？

答：流動(dòng)人口管理往往較難掌握其流入流出、生育等信息。通過(guò)周邊資料可以獲取大量的流動(dòng)人口信息。如派出所的辦理流動(dòng)人口居住證信息，衛(wèi)生院出生、四術(shù)和防疫信息，工商所辦理營(yíng)業(yè)執(zhí)照信息，房管所辦理房產(chǎn)證、租賃房租信息，教育新生入學(xué)信息，人社的務(wù)工登記信息，外出辦證申請(qǐng)表、信息系統(tǒng)通報(bào)協(xié)查信息等。

八、如何辦理流動(dòng)人口婚育證明？

答：未婚成年育齡婦女在離開縣（市、區(qū)）戶籍所在地前往異地務(wù)工經(jīng)商，憑本人身份證到村（居）委申請(qǐng)，持村（居）委加蓋公章的申請(qǐng)表和本人身份證到戶籍所在地鎮(zhèn)（街）計(jì)生辦，辦理《流動(dòng)人口婚育證明》。已婚育齡婦女，到省外的務(wù)工經(jīng)商的也要辦理《流動(dòng)

人口婚育證明》，在辦理證件時(shí)應(yīng)當(dāng)出示身份證、結(jié)婚證、戶口簿、生育節(jié)育等證明材料。

九、如何辦理流動(dòng)人口一孩生育登記？

答：流動(dòng)已婚育齡夫婦擬在現(xiàn)居住地生育第一個(gè)子女的，在懷孕后至生育前，憑夫妻雙方的身份證、結(jié)婚證和女方的廣東省居住證可在現(xiàn)居住地鎮(zhèn)（街道）計(jì)生辦辦理。辦理程序：

1、受理。申請(qǐng)登記的已婚育齡夫妻需填寫《流動(dòng)人口一孩生育登記申請(qǐng)表》一式兩份。受理機(jī)構(gòu)應(yīng)當(dāng)場(chǎng)告知申請(qǐng)人是否受理，不予受理的應(yīng)當(dāng)告知其理由。

2、審核。受理機(jī)構(gòu)應(yīng)及時(shí)通過(guò)廣東省人口信息系統(tǒng)、電話、傳真信函、電子郵件等方式核實(shí)申請(qǐng)人的婚育情況。申請(qǐng)人戶籍所在地鄉(xiāng)鎮(zhèn)（街道）計(jì)劃生育工作機(jī)構(gòu)應(yīng)當(dāng)自接到現(xiàn)居住地要求核實(shí)信息之日起10個(gè)工作日內(nèi)予以反饋。無(wú)法核實(shí)的可依據(jù)申請(qǐng)人的承諾以予辦理。

3、辦理。對(duì)基本材料齊全，經(jīng)核實(shí)婚育信息無(wú)誤的，自受理之日起15個(gè)工作日內(nèi)辦理流動(dòng)人口一孩生育登記，并出具《流動(dòng)人口一孩生育登記證明》。對(duì)不符合申請(qǐng)條件、所提交材料與事實(shí)不符或不符合生育政策的，不予辦理生育登記并書面通知申請(qǐng)人。

4、通報(bào)?，F(xiàn)居住地的鄉(xiāng)鎮(zhèn)（街道）計(jì)劃生育工作機(jī)構(gòu)應(yīng)當(dāng)自辦理流動(dòng)人口一孩生育服務(wù)登記后，向申請(qǐng)人雙方戶籍所在地的鄉(xiāng)鎮(zhèn)（街道）計(jì)劃生育工作機(jī)構(gòu)通報(bào)辦理結(jié)果。

5、按月上傳承諾書。各鎮(zhèn)（街）計(jì)生辦將以承諾方式登記的一孩生育對(duì)象，于每月10號(hào)前登錄國(guó)家PADIS流動(dòng)人口子系統(tǒng)，填寫姓名、身份證等信息，上傳包含申請(qǐng)表和承諾書的圖片文件（合并拍攝或掃描成一個(gè)圖片文件，系統(tǒng)限制了每對(duì)夫婦只能上傳一張圖片）。

十、辦理流動(dòng)人口一孩生育登記需要保存哪些資料？

答：需要保存的資料是：

1、夫妻雙方的身份證復(fù)印件（正反兩面均要復(fù)印）、結(jié)婚證內(nèi)頁(yè)復(fù)印件、女方的廣東省居住證復(fù)印件；

2、填好的《流動(dòng)人口一孩生育登記申請(qǐng)表》一式兩份；

3、《申請(qǐng)辦理一孩生育登記承諾書》（以承諾方式登記的才謄寫保存）；

4、出具給申請(qǐng)人的《廣東省流動(dòng)人口一孩生育登記證明》復(fù)印件或《流動(dòng)人口一孩生育登記不予辦理通知書》復(fù)印件及《送達(dá)回執(zhí)》。

十一、鎮(zhèn)級(jí)流動(dòng)人口資料有哪些？

答：

1、每月各村（居）上交流入、流出人口月信息報(bào)告單；

2、《本縣跨鎮(zhèn)流動(dòng)已婚育齡婦女登記冊(cè)》；

3、鎮(zhèn)流動(dòng)人口報(bào)表（半年報(bào)、年報(bào)、專項(xiàng)活動(dòng)報(bào)表、各種臨時(shí)報(bào)表）和總結(jié)；

4、辦證登記冊(cè)（自制）、申請(qǐng)表；

5、現(xiàn)居住地出具的流動(dòng)人口避孕節(jié)育情況報(bào)告單；

6、“消息管理”接收反饋流出育齡婦女當(dāng)年懷孕、生育、節(jié)育、查環(huán)查孕登記冊(cè)；

7、衛(wèi)生部門流入人口出生登記冊(cè)、四術(shù)冊(cè)；

8、核查人口出生信息情況記錄表；

9、查無(wú)此人信息核查記錄登記冊(cè)、核查單；

10、成立流動(dòng)人口工作領(lǐng)導(dǎo)小組的文件；

11、流動(dòng)人口工作制度；

12、鎮(zhèn)黨委、政府研究流動(dòng)人口的相關(guān)文件和會(huì)議記錄；13專項(xiàng)活動(dòng)工作會(huì)議記錄、聯(lián)席會(huì)議記錄、簽到冊(cè)、相片；14流動(dòng)人口一孩生育登記服務(wù)資料

15、例會(huì)記錄中有流動(dòng)人口內(nèi)容；

16、區(qū)域協(xié)作卷宗、協(xié)議書；

17、財(cái)政預(yù)算表有流動(dòng)人口經(jīng)費(fèi)、專項(xiàng)活動(dòng)經(jīng)費(fèi)申請(qǐng)、經(jīng)費(fèi)支付憑證；

18、流動(dòng)人口納入層級(jí)動(dòng)態(tài)管理責(zé)任制。

十二、村級(jí)流動(dòng)人口資料有哪些？

答：

1、流入人口月信息報(bào)告單；

2、流出人口月信息報(bào)告單；

3、流入已婚育齡婦女花名冊(cè)；

4、《流入已婚育齡婦女當(dāng)年生育、節(jié)育、查環(huán)查孕登記冊(cè)》；

5、《流入成年未婚女性登記冊(cè)》；

6、《本縣跨鎮(zhèn)流動(dòng)已婚育齡婦女登記冊(cè)》；

7、《流出已婚育齡婦女登記冊(cè)》；

8、《流出成年未婚女性登記冊(cè)》；

9、報(bào)表（半年報(bào)表，全年報(bào)表，專項(xiàng)活動(dòng)報(bào)表）；

10、辦證申請(qǐng)表；

11、流入已婚育齡婦女計(jì)劃生育合同書；

12、流出已婚育齡婦女計(jì)劃生育合同書；

13、出租屋、商鋪流動(dòng)人口計(jì)劃生育責(zé)任書；

14、用工單位流動(dòng)人口計(jì)劃生育責(zé)任書；

15、查無(wú)此人信息核查單；

16、應(yīng)落實(shí)避孕節(jié)育措施而未落實(shí)人員名單；

17、應(yīng)查環(huán)查孕而未查環(huán)查孕人員名單；

18、例會(huì)有流動(dòng)人口內(nèi)容，雙查、四術(shù)任務(wù)數(shù)列入包干情況登記表；

19、藥具發(fā)放冊(cè)有流動(dòng)人口藥具發(fā)放情況。

十三、辦理《流動(dòng)人口婚姻育證明》的對(duì)象有哪些人？

答：《條例》規(guī)定辦證對(duì)象是流出的成年育齡婦女（即18—49周歲的婦女）。

十四、流動(dòng)人口除免費(fèi)獲得避孕藥具外，享有的其他免費(fèi)技術(shù)服務(wù)項(xiàng)目包括哪些？

答：一般包括：

1、查環(huán)查孕；

2、上、取環(huán)及技術(shù)常規(guī)所規(guī)定的各項(xiàng)醫(yī)學(xué)檢查；

3、人流、引產(chǎn)及技術(shù)常規(guī)所規(guī)定的各項(xiàng)醫(yī)學(xué)檢查；

4、男扎、女扎及其技術(shù)常規(guī)規(guī)定的各項(xiàng)醫(yī)學(xué)檢查；

5、計(jì)劃生育手術(shù)并發(fā)癥診治。

十五、流動(dòng)人口在現(xiàn)居住地享受哪些計(jì)劃生育服務(wù)和獎(jiǎng)勵(lì)、優(yōu)待？

答：

1、免費(fèi)參加有關(guān)計(jì)劃生育法律知識(shí)和生殖健康知識(shí)普及活動(dòng)；

2、依法免費(fèi)獲得避孕藥具，免費(fèi)享受國(guó)家規(guī)定的其它基本項(xiàng)目的計(jì)劃生育技術(shù)服務(wù)；

3、晚婚晚育或者在現(xiàn)居住地施行計(jì)劃生育手術(shù)的，按照流動(dòng)人口現(xiàn)居住地省、自治區(qū)、直轄市或者較大的市的規(guī)定，在生產(chǎn)經(jīng)營(yíng)方面獲得支持、優(yōu)惠，在社會(huì)救濟(jì)等方面享受優(yōu)先照顧。

十六、流動(dòng)育齡夫妻在外出之前應(yīng)履行哪些義務(wù)？

答：流動(dòng)育齡夫妻在外出前應(yīng)履行以下義務(wù)：

1、成年育齡婦女應(yīng)辦理《流動(dòng)人口婚育證明》或《服務(wù)證》；

2、主動(dòng)告知流向、流出時(shí)間、聯(lián)絡(luò)方式等信息；（3）了解人口和計(jì)劃生育政策法規(guī)和戶籍所在地流動(dòng)人口計(jì)劃生育管理有關(guān)規(guī)定；（4）與戶籍地村（居）委會(huì)簽定計(jì)劃生育合同書。

十七、《條例》所指“用人單位”包括哪些？用人單位流動(dòng)人口計(jì)劃生育工作主要包括哪些內(nèi)容？

答：“用人單位”是指國(guó)家機(jī)關(guān)、事業(yè)單位、企業(yè)、個(gè)體經(jīng)濟(jì)組織、民辦非企業(yè)單位、社會(huì)團(tuán)體等與勞動(dòng)者建立勞動(dòng)關(guān)系的組織。用工單位流動(dòng)人口計(jì)劃生育工作，主要包括普及人口和計(jì)劃生育法律法規(guī)和生殖健康科普知識(shí)、依法落實(shí)計(jì)劃生育獎(jiǎng)勵(lì)優(yōu)待、采集和通報(bào)計(jì)劃生育信息，以及避孕藥具發(fā)放、提供相關(guān)服務(wù)等。

十八、辦理婚育證明等流動(dòng)人口計(jì)劃生育證明材料能收取費(fèi)用嗎？

答：《條例》第十七條規(guī)定：“出具婚育證明或者其他計(jì)劃生

育證明材料，不得收取任何費(fèi)用?！?/p>

十九、流動(dòng)人口計(jì)劃生育服務(wù)管理工作經(jīng)費(fèi)主要包括哪些？

答：主要包括：免費(fèi)技術(shù)服務(wù)、宣傳教育、信息統(tǒng)計(jì)、獎(jiǎng)勵(lì)優(yōu)待、考核評(píng)估、工作人員報(bào)酬及其他相關(guān)工作經(jīng)費(fèi)。

二十、全國(guó)流動(dòng)人口計(jì)劃生育工作“一盤棋”的基本內(nèi)容是什么？ 答：全國(guó)流動(dòng)人口計(jì)劃生育工作“一盤棋”格局是指按照有關(guān)法律法規(guī)和中央《決定》的要求，黨政領(lǐng)導(dǎo)統(tǒng)籌協(xié)調(diào)，各部門密切配合，互通信息，流入地和流出地互動(dòng)互補(bǔ)、各司其責(zé)，以區(qū)域協(xié)作為載體，以信息技術(shù)為依托，形成合力，共同做好流動(dòng)人口計(jì)劃生育工作。主要內(nèi)容是：

1、落實(shí)黨政領(lǐng)導(dǎo)責(zé)任，協(xié)調(diào)相關(guān)部門齊抓共管。

2、落實(shí)流入地責(zé)任，強(qiáng)化屬地化管理。

3、落實(shí)流出地責(zé)任，加強(qiáng)源頭管理。

4、強(qiáng)化雙向配合，建立層級(jí)協(xié)調(diào)機(jī)制。

5、推動(dòng)多地合作，建立完善區(qū)域協(xié)作機(jī)制。

6、以信息技術(shù)為依托，構(gòu)建便捷高效的工作平臺(tái)。

第四篇：導(dǎo)游業(yè)務(wù)知識(shí)問(wèn)答

武漢九州方圓教育

004km.cn Appendix 1 Questions and Answers 1.What is the guide?

The guide is the person who gets the certificate of guide qualification according to “The Management Regulations of Tour Guides”, accepts the appoints of travel agency, signs the contract with travel agency, and offers guide, explanation and other related services to the tourists according to the travel plan.1.什么是導(dǎo)游人員？按職業(yè)性質(zhì)可將它分為哪幾類？

答：導(dǎo)游人員是指按照《導(dǎo)游人員管理?xiàng)l例》的規(guī)定取得導(dǎo)游證，接受旅行社委派，為游客提供向?qū)?、講解及相關(guān)旅游服務(wù)的人員。按職業(yè)性質(zhì)可將它分為：（1）專業(yè)導(dǎo)游人員；（2）兼職導(dǎo)游人員；（3）自由職業(yè)導(dǎo)游人員。

2.How many kinds of guides are there in terms of different duties? Please define them respectively(at least two types).2.按業(yè)務(wù)范圍可將導(dǎo)游人員分為那幾種類型并分別解釋（至少兩種）。

In terms of different duties, guides are divided into different types.They are tour leader, national guide, local guide and scenic spots guide.The national guide is the person who accepts the appoints of the organizing travel agency, acts as the representative of the organizing travel agency, carries out the travel plan under the coordination of tour leader and local guide and offers the national escort service to the tour group(tourists).The local guide is the person who accepts the appoints of the reception travel agency, represents the reception travel agency to carry out the travel plan, and offers the activities arrangement, explanation and interpretation, etc.services to the tour group(tourists).3.Please narrate the main duties of the national guide.The main duties of the national guide are as follows： 1)Carry out the reception plan;

2)Maintain contact with related departments;3)Organize and coordinate travel activities;

4)Protect the safety of tourists and resolve problems;5)Do propaganda and investigation.3.全程陪同導(dǎo)游人員的主要職責(zé)有哪些？

答：（1）實(shí)施旅游接到計(jì)劃；（2）聯(lián)絡(luò)工作；（3）組織協(xié)調(diào)工作；（4）維護(hù)安全、處理問(wèn)題；（5）宣傳調(diào)研工作。

4.Please narrate the main duties of the local guide.The main duties of local guide are as follows： 1)Arrange the tour activities;2)Do well the reception work;3)Guide and interpret;

4)Protect the safety of tourists;5)Settle the problems.4.地方陪同導(dǎo)游人員的主要職責(zé)有哪些？

答：（1）安排旅游活動(dòng)；（2）做好接待工作；（3）導(dǎo)游講解；（4）維護(hù)安全；（5）處理問(wèn)

武漢九州方圓教育

004km.cn 題。

5.What preparations should the local guide do before the tour group arrives? 地陪在旅游團(tuán)抵站前應(yīng)做哪些準(zhǔn)備工作？

The preparations the local guide should do are as follows：

1)Confirm the exact arrival time of the tour group;2)Fix on the start time with the driver;

3)Consult the parking place with the driver;4)Check the exact arrival time of the tour group;5)Get in touch with the porter;6)Get ready to meet the tourists.6.What should the guide do on the way after meeting the group? 1)Extending the welcome speech;

2)Explaining the landscapes along the way;

3)Introducing the local conditions and customs(including the outline of city);4)Introducing the hotel the tour group will stay at;

5)Announcing the itinerary of the right day or the next day.6.地陪接團(tuán)后赴飯店途中應(yīng)做好哪些服務(wù)工作？ 答：（1）致歡迎詞；（2）調(diào)整時(shí)間；（3）首次沿途導(dǎo)游；（4）介紹下榻飯店；（5）宣布當(dāng)日或次日的活動(dòng)安排。

7.What should the local guide do before he shows the group to go sightseeing? 1)Prepare the guide flag, the identity card（胸卡）and some other necessary credentials（票證）； 2)Urge the driver to do preparation well;3)Confirm the reservations of meals;

4)Arrive at the gathering site at least 10 minutes in advance before starting the visit;5)After meeting the guests, check the number of the tour group;6)Remind the guests of some notices;

7)At last, gather all the tourists to get on the coach on time.7.地陪在帶團(tuán)參觀出發(fā)前應(yīng)做哪些準(zhǔn)備工作？ 答：（1）備好導(dǎo)游旗、胸卡和票證；（2）促使司機(jī)做好準(zhǔn)備工作；（3）核實(shí)訂餐情況；（4）提前10分鐘到達(dá)集合地點(diǎn)；（5）清點(diǎn)人數(shù)；（6）提醒注意事項(xiàng)；（7）準(zhǔn)時(shí)集合客人等車。

8.What should he/she pay attention to when the guide explain? 導(dǎo)游講解中應(yīng)該注意那些問(wèn)題？

The explanation should vary with each individual;should not be too complicated or simple;should include the basic historic background, the features, status and special value of the scenic spots, etc.The language shouldn’t only be easy to understand but also be vivid, beautiful, expressive and full of passions;shouldn’t only make the tourists to get new knowledge but also get the enjoyment of beauty.9.What knowledge should the national guide prepare before meeting the tour group? 接團(tuán)前全陪需要做好哪些知識(shí)準(zhǔn)備？

武漢九州方圓教育

004km.cn 1)Should understand the general conditions of the politics, economy, history, culture, folk

customs and the scenic spots of the tour destination;

2)In the same time, should understand the above similar conditions of the place where the guests come from so as to make a contrast and communicate more with the tourists;3)Should understand the related knowledge of different destinations along the trip.If the national guide has no idea about some destinations the group will pass, he/she must inquire the basic knowledge about these destinations in advance, e.g.the main scenic spots, the appearance of the city, the people’s condition and the folk customs.10.What services should the national guide offer to the tourists during the trip? 全陪在旅行過(guò)程中應(yīng)為游客提供哪些方面的服務(wù)？ 1)Offer life services as follows：

a.Help the local guide to check the number of the tour group’s passengers and look after the aged people or the handicapped to get on or get off the coach when the tour group starts, comes back, gets on or gets off the coach;

b.During the sightseeing, the national guide should give attention to every guest and prevent the guests from getting lost at the scenic spot or any accidents from happening in order to ensure the security of the passengers’ life and property;

c.The national guide should help the passengers to settle the difficult problems according to the principle “Reasonable and Possible”;

d.The national guide should make the mutual relations of passengers harmonious and make the tour group to have a good teamwork.2)Offer explanation and entertainment services.3)Act as a good adviser for passengers to go shopping.11.What are the requirements for the guide’s dress?

導(dǎo)游人員的著裝要求是什么？

1)The male guide can’t wear the round collar shirt, pants and sandals;

2)The female guide can’t wear hand ring, earrings, miniskirt and suspenders, can’t be richly attired and heavily made-up（不濃妝艷抹）, can’t wear hig-heeled shoes and dye the hair.12.What kind of people can’t be issued the guide certificate?

哪些人不能發(fā)導(dǎo)游證？

1)The people who have infectious diseases;

2)The people who have ever got the administrative penalty;

3)The people who haven’t civil conduct ability and whose civil conduct are restricted;4)The people whose guide certificates have ever been disqualified（吊銷）.13.Please list the materials which should be prepared before the guide meets the tourists in detail?

請(qǐng)?jiān)敿?xì)列舉導(dǎo)游人員上崗前必要的物質(zhì)準(zhǔn)備。

Take the reception plan, guide certificate, identity card, guide flag, meeting logo(接站牌)and settlement vouchers（結(jié)算憑證）.14.What should a local guide prepare before sending tourists off?

地陪在送客之前應(yīng)做好哪些準(zhǔn)備工作？

武漢九州方圓教育

004km.cn 1)Check and confirm the transportation tickets;2)Discuss and confirm the time of baggage 3)Discuss and confirm the departure time;4)Help the guests check out;

5)Return the tourists’ credentials to the tourists in time.15.How does a tour guide establish a position of leadership and set up a good image in the tour group? 導(dǎo)游人員應(yīng)如何確立在旅游團(tuán)中的領(lǐng)導(dǎo)地位和良好形象？

A: In order to establish the position of leadership in the tour group, the tour guide should do as follows:

1)Treating tourists with all sincerity, offering warm service;

2)Thinking from the tourist’s angle, treating the tourist generously（寬容）;3)Fostering a popular trust, being good at coping with complicated situations.B: In order to set up a good image in the tour group, the tour guide should do as follows: 1)Pay much attention to the first impression;2)Maintain good image;

3)Make a final excellent impression on passengers.16.What kind of thought and moral should a guide have?

導(dǎo)游人員應(yīng)具備哪些良好的思想品德？ 1)A deep love for the motherland;2)Excellent moral and quality;

3)Loving his/her job and fulfilling his/her duty（熱愛本職工作，盡職盡責(zé)）;4)Noble sentiments（崇高的情操）;

5)Obedience to the laws and regulations（遵紀(jì)守法）.17.What are the two styles of tour guide service?

兩種導(dǎo)游服務(wù)方式是什么？

1)Guide by illustrations, words, audio and video（圖文聲像導(dǎo)游）;2)Guide by interpretation on the spot（實(shí)地口語(yǔ)導(dǎo)游）.18.What are the “Four Unsuitable Points” Principle for receiving children? 1)Don’t buy children food and toy;

2)Don’t pay too much attention to children and make other tourists feel slighted;3)Don’t take children out even if gaining their parents’ permission;

4)When Children are ill, the guide suggest the parents to take the sick children to see a doctor instead of giving children medicine, the guide should not provide medicine to children.接待兒童的“四不宜”原則指的是什么？ 答：（1）不宜給兒童買食物、買玩具；（2）不宜突出了兒童，冷落了其他游客；（3）即使是家長(zhǎng)同意也不宜單獨(dú)把兒童帶出活動(dòng)；（4）兒童生病，應(yīng)及時(shí)建議價(jià)者請(qǐng)醫(yī)生診治，而不宜見一起給孩子服藥，更不能提供藥品給兒童服用。

19.What are the main contents of a welcome speech?

歡迎辭的主要內(nèi)容有哪些？

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A welcome speech includes：greeting（問(wèn)候語(yǔ)）, welcoming, introduction, hopes（希望）and best wishes（祝愿）.20.What does a farewell speech include?

歡送辭的主要內(nèi)容有哪些？ 1)Express gratitude（感謝）;

2)Express friendship and farewell feelings（惜別）;3)Solicit comments and suggestions（征求意見）;4)Express apologies（致歉）;5)Express best wishes（祝愿）.21.What are the four famous Buddhist mountains of China? 1)Mount Putuo in Zhejiang Province;2)Mount Wutai in Shanxi Province;3)Mount Jiuhua in Anhui Province;4)Mount Emei in Sichuan Province.22.What are the four famous Taoist mountains? 1)Mount Wudang in Hubei Province； 2)Mount Qingcheng in Sichuan Province； 3)Mount Zhongnan in Shaanxi Province； 4)Mount Longhu in Jiangxi Province.23.What does tour guide service include?

導(dǎo)游服務(wù)的范圍是什么？ 1)Interpretation service;2)Daily life service;3)City traffic service.24.What is the period of time for a guide from elementary guide to secondary, senior and superior guide?初級(jí)導(dǎo)游到中級(jí)、高級(jí)、特級(jí)導(dǎo)游的年限？ 2 years;4 years;5 years.25.When were the three largest travel agencies of China established and their English abbreviations?

1)China International Travel Service, 1954, CITS;2)China Travel Service, 1974, CTS;

3)China Youth Travel Service, 1980, CYTS.26.What are the characteristics of tour guide service?導(dǎo)游服務(wù)的特點(diǎn)？ 1)Strong independence;

2)High combination of mental and physical labours;3)Variety and complication of objective demands.武漢九州方圓教育

004km.cn 27.What does the A.S.K principle refer to? 1)A, the work attitude of guide;2)S, the skill and ability of guide;

3)K, the depth and width of guiding knowledge.28.What are the functions of tour guide service in economy? 導(dǎo)游服務(wù)的經(jīng)濟(jì)性主要體現(xiàn)在： 1)Make profit directly;（1）直接創(chuàng)收；

2)Enlarge the resources of tourists and make money indirectly;(2）擴(kuò)大客源、間接創(chuàng)收； 3)Promote goods;（3）促銷商品；

4)Promote economic exchanges.（4）促進(jìn)經(jīng)濟(jì)交流。

29.With what conditions can a guide apply for the guide certificate?具備哪些條件可申請(qǐng)導(dǎo)游證？

2)Has signed the labor contract with the travel service;3)Or has registered in the guide service company;

4)Takes the proof materials to the tourism administration to apply for the guide certificate.30.Comparing with the group travel, which characteristics does the free independent travel have? 1)The travel plan and schedule for the free independent travel can be arranged by the free independent traveler himself, but for the group travel, these are generally arranged by the travel service or the related service agency ahead of time;2)The free independent travel is generally composed of a tourist or several tourists, but the group travel is generally composed of more than ten tourists;3)The free independent travel is capricious（反復(fù)無(wú)常的）and changeable, and the service items are not fixed, what’s more, the degree of its freedom is big;but the group travel is a travel which is organized and carried out according to the predetermined itinerary and plan;4)The payment method for the free independent travel is sometimes paying cash oddly for different tour items according to retail rate, so its price is relatively more expensive than that of the group travel;but for the group travel, the payment method is paying inclusive rates through the travel service or the related service agency;5)Because the free independent travel has no tour leader and national guide, the service for it is more difficult.與團(tuán)隊(duì)旅游相比,散客旅游具有哪些特點(diǎn)?

答:(1)預(yù)定期短;(2)規(guī)模小;(3)批次多;(4)要求多;(5)變化大。散客旅游與團(tuán)隊(duì)旅游的區(qū)別表現(xiàn)在哪些方面?

答:(1)旅游方式不同:旅游團(tuán)隊(duì)行程由旅行社安排,散客的行程則是自行安排；(2)人數(shù)不同:旅游團(tuán)隊(duì)一般是10人以上,散客則是10人以下；(3)服務(wù)內(nèi)容不同:團(tuán)隊(duì)服務(wù)按計(jì)劃進(jìn)行,散客旅游的隨意性較強(qiáng)；(4)付款方式和價(jià)格不同：團(tuán)隊(duì)旅游費(fèi)用在出游前一次付清，散客旅游則是零星現(xiàn)付；（5）服務(wù)難度不同：散客旅游沒(méi)有領(lǐng)隊(duì)和全陪，服務(wù)難度更大。

31.What is the tourist’s psychological status at the beginning of traveling?

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004km.cn Seek for safety and newness.游客在旅游活動(dòng)不同階段的心理主要有哪些？ 答：（1）旅游初期階段：求安全心理、求新心理；（2）旅游中期階段：懶散心態(tài)、新全心理、群體心理；（3）旅游后期階段：忙于個(gè)人事務(wù)。

32.What is the tourist’s psychological status in the middle of traveling?

Idleness psychology;psychology for seeking perfection;colony psychology.33.What is the tourist’s psychological status at the end of traveling?

Being busy with personal affairs.34.What is the trend of tour guide service?導(dǎo)游服務(wù)的趨勢(shì)？

1)High-導(dǎo)游內(nèi)容的高知識(shí)化；

2)Scientific guide measure;導(dǎo)游手段的科技化； 3)Varied guide styles.導(dǎo)游方式的多樣化。

35.What are the four styles of question and answer method for the guide? 導(dǎo)游人員運(yùn)用問(wèn)答法的四種形式？

1)The guide asks the question and answers by himself;2)The guide asks the question and the tourist answers;3)The tourist asks the question and the guide answers;

4)The tourist asks the question and answers by himself/herself.36.What are “ the four treasures of traveling”?旅游活動(dòng)中的旅游四寶是指什么？

Fan;umbrella;glasses and sun helmet（太陽(yáng)帽）.37.What do the letters F, C, Y, K refer to in the international air transport?

國(guó)際航空中，英文字母表示的客艙等級(jí)？

1)F= first class;2)C= business class;3)Y= economy class;

4)K= thrift class.平價(jià)艙。

38.What are the types of China’s passport?中國(guó)護(hù)照的種類？

1)Diplomatic passport;

2)Business passport;公務(wù)護(hù)照； 3)Common passport.普通護(hù)照。

39.What is the guide language in broad sense?什么是廣義的導(dǎo)游語(yǔ)言？

1)Oral language;口頭語(yǔ)言 2)Body language;態(tài)勢(shì)語(yǔ)言 3)Written language;書面語(yǔ)言 4)Side 副語(yǔ)言

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004km.cn 40.What is the basic patterns of oral language of the guide?

1)Monologue;2)Dialogue.40.口頭語(yǔ)言有哪兩種形式？其表達(dá)要領(lǐng)包含哪些方面？

答：口頭語(yǔ)言有獨(dú)白式和對(duì)話式兩種基本形式。其表達(dá)要領(lǐng)包括（1）音量大小適度；（2）語(yǔ)調(diào)高低有序；（3）語(yǔ)速快慢相宜；（4）停頓長(zhǎng)短合理。

41.What are the key points of oral language of the guide?

Moderate volume, tune, speed of speech and reasonable pause.42.How to deal with the relationship with the tour leader?

1)Respect the tour leader and often consult with him if in trouble;2)Show concern for the tour leader and support his work;

3)Give more honor to the tour leader and bring their positive factors into play;4)Be flexible and active and grasp the initiative of work;

5)Try to gain the tourists’ support and avoid conflict with the tour leader in a direct way.為搞好與旅游團(tuán)領(lǐng)隊(duì)的關(guān)系，導(dǎo)游人員應(yīng)注意哪些問(wèn)題？ 答：（1）尊重領(lǐng)隊(duì)，遇事與領(lǐng)隊(duì)多磋商；（2）關(guān)心領(lǐng)隊(duì)，零落了其他游客；（3）多給領(lǐng)隊(duì)榮譽(yù)，調(diào)動(dòng)領(lǐng)隊(duì)的積極性；（4）靈活應(yīng)對(duì)，掌握工作主動(dòng)權(quán)；（5）爭(zhēng)取游客支持，避免與領(lǐng)隊(duì)正面沖突。

43.How to find your group at the airport or train station?

怎樣在飛機(jī)場(chǎng)或火車站找到所接的旅行團(tuán)？

1)Show up the sign card-board with the group code, name of the tour escort or name of the national guide on it;2)Stand at the eye

3)Go to ask tourists politely according to their nationalities feature, number of the tourists in the group, the group flag, sign, tag, etc.44.What should a tour guide do after he/she has met the tour group?

導(dǎo)游在導(dǎo)游接到客人后應(yīng)該做什么？

1)Collect the luggage together with the tour escort, national guide and the porter;2)Make sure that no luggage has been lost or damaged.Then leave the luggage to the porter and have the luggage sent to the hotel;3)Take the tour group to the bus and help them get on.45.What should a tour guide do when the tourists arrive at the hotel ?

游客抵達(dá)酒店時(shí)導(dǎo)游應(yīng)該作什么？

1)Help them check in;(fill in the forms;get room keys, etc.)

2)Introduce the hotel facilities(the location of the restaurant, elevator, cashier, business centre, post office, etc.);

3)Note down the room numbers of the tour escort and the national guide;4)Inform the tourists of the itinerary just for the day or the next day;

武漢九州方圓教育

004km.cn 5)Arrange morning call for the tourists and tell the bellboy to deliver the luggage to their rooms;6)Check and discuss the itinerary in detail with the tour escort.46.What should a tour guide do after the tour group arrives at the airport or railway station before departure?在游客抵達(dá)機(jī)場(chǎng)或火車站后離開前，導(dǎo)游員應(yīng)該做什么？ 1)Get in contact with the porter soon after arrival;

2)Check and get the airline tickets, the boarding cards and the baggage tags from the porter’s hands.And hand in them to the national guide or tour escort(if there is no national guide);3)Remind the tourists to pay the airport construction fee or airport tax;

4)See them off until the means of transportation is gone.For the outbound group(international group), the tour guide can leave the airport after the tourists enter the separate area.47.Being a tour guide, how would you take care of the aged tourists?

作為導(dǎo)游員，接待高齡游客應(yīng)注意什么問(wèn)題？

1)Slow down walking speed and speaking speed;2)Answer their questions patiently;

3)To prevent the aged tourists from getting lost, the tour guide should keep telling them the parking lot of the tour bus, the tour route in the scenic spot, etc.4)Tell the aged if anyone does get lost, stay there until the tour guide comes to get him/her;5)Don’t hurry them up during the tour;let them often have a rest when they feel tired.接待高齡游客應(yīng)注意哪些問(wèn)題？ 答：（1）妥善安排日程；（2）做好提醒工作；（3）注意放慢速度；（4）耐心解答問(wèn)題；（5）預(yù)防游客走失。

48.What should a tour guide do when taking disabled or handicapped tourists?

在接待殘疾游客時(shí)，導(dǎo)游員應(yīng)該注意哪些問(wèn)題？

1)Make careful preparations for the disabled tourists.For instance, prepare a wheelchair;ask for a spacious bus;and go inside the Arrival Hall of the airport to meet them if necessary;2)Choose a tour route with less or non 3)Arrange the dining hall on the first floor;

4)Let the deaf-mute tourists sit in the front seat of the bus so they can read your body language;5)Try to let the blind tourists touch the things wherever possible.49.What should a tour guide do when he takes a religious group?

在接待宗教旅游團(tuán)體時(shí)，導(dǎo)游員應(yīng)該注意哪些問(wèn)題？

1)Carefully study the religious policy of our country;

2)Make preparations in advance.For instance, what religion do the tourists believe? Which church do they want to go? When does the church open? Where is the location of the church? etc.3)Satisfy their specific demands.For instance, certain restaurant, certain meal, or even certain time for those religious people.武漢九州方圓教育

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50.How to extend the farewell speech?怎樣致歡送辭？

1)Look back on the sightseeing activities in the past few days and express your appreciation to the tourists for their support and good cooperation;

2)Express that you cherish the cordial friendship with them and tell them that you are going to miss them after departure, and let them know that having been their tour guide is a memorable experience that you will remember forever;

3)Ask them for their opinions and suggestions and let them know that their opinions and suggestions will help improve your work in the future;

4)Take this opportunity to express your apology for anything unsatisfactory during their stay;5)Wish all of the tourists a pleasant journey to the next city and happy stay in China.If the tourists are about to leave China, wish them good luck and convey best regards to their families and their relatives, and tell them that they are welcome to come back again.51.How to help a tourist extend his/her visa?怎樣幫助游客延長(zhǎng)簽證？

1)Get the document（證明）with a reasonable explanation from the local travel service;2)With the document from the travel service, passport and group visa, he/she has to go to the local Authorized Public Security Bureau and go through some formalities for separating his/her visa from the group visa and extending his/her visa;3)The tourist has to pay all the extra expenses.52.In which situation should a tour guide stop a tourist from taking activities on his/her own?

在什么情況下，導(dǎo)游應(yīng)阻止客人進(jìn)行自由活動(dòng)？

1)On the day when the group is going to leave for another destination;2)For those complicated places and dangerous places;3)Attention：

a.Don’t ride a bicycle on his/her own;b.Don’t have a boat

c.Don’t swim in those prohibited swimming areas;

d.Don’t go to those complicated places, dangerous places as well as those areas off limits（禁止進(jìn)入的）for foreigners.53.What should a guide do to prevent tourists from getting lost during sightseeing? 1)Spare no efforts to keep reminding the tourists to take the hotel card with them if they leave the hotel on their own;remember the tour bus number during the sightseeing;remember the parking lot;departure time, etc.2)Each time on the bus in the morning, remind the tourists of the schedule in the morning and in the afternoon separately.When arriving at a scenic spot, the guide should make sure that they all know the tour route, the exact time of staying at this scenic spot, the coach number and the parking lot;

3)Keep counting the tourists whenever you move to another scenic spot, just to make sure that no one is missing;

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004km.cn 4)Act in close coordination with the national guide and the tour escort.Being a local guide, you ought to walk in front of the group with a flag or group sign holding in the hand.Let the national guide and tour escort walk at the back just to make sure that no one gets lost;5)Put more efforts on good language and wide knowledge.The guiding in the scenic spot should be vivid and interesting enough to attract the tourists’ attention.如何預(yù)防游客走失？ 答（1）做好提醒工作；（2）做好各項(xiàng)活動(dòng)的安排和預(yù)報(bào)；（3）時(shí)刻和游客在一起，經(jīng)常清點(diǎn)人數(shù)；（4）地陪、全陪和領(lǐng)隊(duì)?wèi)?yīng)密切配合，做好旅游團(tuán)的斷后工作；（5）導(dǎo)游又要以高超的導(dǎo)游技巧和豐富的講解內(nèi)容吸引游客。

54.Which aspects does the cultural character of tour guide’s service display on ?

導(dǎo)游服務(wù)的文化性表現(xiàn)在哪些方面？

1)The tour guide’s service is an important channel to disseminate the culture;2)The tour guide’s service is a media of aesthetic appreciation and seeking knowledge.55.What are the common types of tourists’ individuality characteristics?

游客的個(gè)性特征一般分為哪幾種類型？

The lively（活潑的）style;the steady（穩(wěn)重的）style;the irritable（急噪的）style;the melancholy（憂郁的）style.56.From which aspects should the tour guide instruct the tourist correctly to view the scenery and enjoy the beauty? 1)Transmitting the correct aesthetic[]appreciation information;2)Analyzing the tourist’s aesthetic appreciation feeling;3)Stimulating the tourist’s imagination thinking;4)Grasping flexibly the method to view the scenery and enjoy the beauty.導(dǎo)游人員從哪些方面去正確引導(dǎo)游客觀景賞美？ 答：（1）傳遞正確的審美信息；（2）分析游客的審美感受；（3）激發(fā)游客的想象思維；(4)靈活掌握觀景賞美的方法。

57.Which aspects is the tour guide’s vision(sight)composed of? How many methods does the application of vision have? A: The tour guide’s vision is mainly composed of three aspects which are the change of pupil, the length of vision contact and the angle of vision contact.B: The application methods of vision mainly include: 1)The joint of vision;2)The movement of vision;3)The distribution of vision;4)The unification of vision and explanation.導(dǎo)游員的目光有哪些方面組成？運(yùn)用目光的方法有哪些？

答：導(dǎo)游員的目光由瞳孔變化、目光接觸的長(zhǎng)度和目光接觸的向度組成。導(dǎo)游員運(yùn)用目光的方法主要：（1）目光的聯(lián)結(jié)；（2）目光的移動(dòng)；（3）目光的分配；（4）目光與講解的統(tǒng)一。

58.What’s the method of stressing the main points? Which aspects does the tour guide generally

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004km.cn have to highlight when he explains? A: The method of stressing the main points refers to stress the knowledge of some aspect and not to stress all things when the tour guide explains.B: When the tour guide explains, generally he must stress the following aspects: 1)The unique points of the scenic spot;2)The representative landscape;

3)The content the tourist is interested in;

4)The most important point of something and some place.什么是突出重點(diǎn)法？導(dǎo)游講解時(shí)，一般要突出哪些方面？

答：突出重點(diǎn)法就是做導(dǎo)游講解中不面面俱到，而是突出某一方面的導(dǎo)游方法。導(dǎo)游講解時(shí)一般要：（1）突出景點(diǎn)的獨(dú)特之處；（2）突出具有代表性的景觀；（3）突出游客感興趣的內(nèi)容；（4）突出“……..之最”。

59.What’s the subjective reasons that no guide comes to meet them when the tourists arrive? 1)The tour guide hasn’t done his work carefully, e.g.he hasn’t read the travel plan carefully;2)The tour guide hasn’t arrived at the meeting place ahead of time according to the ruled time;3)The tour guide hasn’t read the modified record;4)The tour guide hasn’t checked the modified flight timetable;5)The tour guide hasn’t chosen the proper place to meet the tourists with the reception logo.造成漏接的主觀原因有哪些？ 答：（1）工作不細(xì)致，沒(méi)有仔細(xì)閱讀接待計(jì)劃；（2）沒(méi)有按規(guī)定提前到達(dá)接站地點(diǎn)；（3）只讀接待計(jì)劃，沒(méi)有看變更計(jì)劃，還按原計(jì)劃接團(tuán)；（4）沒(méi)有查閱新的時(shí)刻表；（5）導(dǎo)游接站時(shí)的地點(diǎn)不當(dāng)。

60.What’s the difference between the formal guide certificate and the temporary guide certificate? 1)The prerequisite conditions are different in obtaining the formal certificate.The formal guide needs to pass the guide qualification test and apply for the formal guide certificate from the tour administrative department after he obtains the guide qualification certificate.The temporary guide needn’t obtain the guide qualification certificate.2)The demands for language ability are different.The formal guide is not limited by language ability.While the temporary guide must be the person who grasps some specific language and owns some special language ability and is urgently needed by the travel agency which hands in the application to the tour administrative department.Otherwise the temporary guide can’t apply for the temporary guide certificate.3)The application procedures are different.The formal guide certificate must be applied by the tour guide himself;while the temporary guide certificate must be applied by the travel agency according to its needs.4)The terms of validity（有效期）are different.The term of validity of the formal guide certificate is three years and the tour guide may apply for changing a new one after the formal guide certificate expires（期滿）;while the term of the temporary guide certificate is no more than three months and it can’t be postponed after it expires.If the travel needs to engage a temporary guide, it must handle the application procedures again.正是導(dǎo)游證與臨時(shí)導(dǎo)游證有何區(qū)別？

武漢九州方圓教育

004km.cn 答：（1）取得導(dǎo)游證的前提條件不同。（2）對(duì)語(yǔ)言能力的要求不同。（3）申領(lǐng)程序不同。（4）有效期限不同。

61.How to prevent the public security accidents? 1)When the tourists check in the hotel, the tour guide should suggest the tourists store the valuables in the safe box of hotel, and don’t take lots of cash with them or leave lots of cash in the room of hotel;2)The tour guide should remind the tourists not to tell strangers their room number or let strangers enter their room, and lock the door when they come in and go out of the room;3)The tour guide should remind the tourists not to change foreign currency with the private, and explain the foreign exchange regulations of our country to them;4)When the tourists leave the tourist coach, the tour guide should remind the tourists not to leave behind their credentials or valuables, and he must also remind the driver to lock the coach door, close windows and not to go away too far;5)When the tourists join the activity in the scenic spot, the tour guide should stay with the tourists all the time and pay attention to the environment, and remind the tourists to take care of their own belongings at any time;6)When the coach travels on the way, the tour guide and driver should not stop to let the others to take a lift;if the unidentified person blocks the coach, the tour guide should remind the driver not to stop the coach.如何做好治安事故的預(yù)防？

答：（1）建議游客將貴重財(cái)物存入飯店保險(xiǎn)柜，注意保管好自己的財(cái)物；（2）提醒客人不要將房號(hào)告訴陌生人；不讓陌生人和自稱維修人員隨意進(jìn)入房間；進(jìn)入房間要鎖好門。（3）提醒客人不要與私人兌換外幣。（4）下車后提醒客人帶好貴重物品，提醒司機(jī)關(guān)好車窗，不要離車太遠(yuǎn)。（5）在景點(diǎn)活動(dòng)時(shí)，要始終與游客在一起，隨時(shí)清點(diǎn)人數(shù)。（6）汽車行駛途中，有人攔車，提醒司機(jī)不要停車，不讓陌生人搭車。

62.How to avoid the accident of missing a plane or train? 1)Carefully check the date, flight number or train number, departure time on the tickets and the exact location of the airport or train station;For the international flight, the tour guide needs to reconfirm（再確認(rèn)）the flight tickets apart from checking the items mentioned above;2)If the fight tickets or train tickets are not available when the guide takes a tour（帶團(tuán)）, keep in touch with the local travel service any time available during and after sightseeing for further information.When the tour guide gets the tickets, he must check the flight number or train number, the departure time on the tickets, the location of the airport or train station and the total number of tickets again, just to find out if there are any changes compared to the original schedule;

3)The activities on the departure day should be very well arranged.There should be no arrangement to the complicated districts or remote areas for sightseeing on departure day.Don’t arrange the tourists to shop on their own on departure day for fear they might get lost or miss their plane or train;4)Leave enough time for driving to the airport or train station and put traffic jam or traffic accident into your consideration;5)Make sure to arrive at the airport or train station on schedule;

武漢九州方圓教育

004km.cn International flights: 2 hours in advance;Domestic flights: 1 hour and half(90 minutes)in advance;By train: 1 hour before the train takes off.怎樣避免誤機(jī)事故的發(fā)生？ 答：（1）提前落實(shí)游客離站的交通票據(jù)，核對(duì)日期、班次、時(shí)間、目的地；（2）若交通票據(jù)沒(méi)有落實(shí)時(shí)，要隨時(shí)與旅行社聯(lián)系，了解航班有無(wú)變化。（3）臨行前，不安排游客去環(huán)境復(fù)雜的景點(diǎn)游覽，不組織去熱鬧的場(chǎng)所購(gòu)物；（4）安排充裕的時(shí)間去機(jī)場(chǎng)，確保在規(guī)定的時(shí)間到達(dá)機(jī)場(chǎng)。

63.How to pay attention to the dietetic hygiene during taking a group? 1)Pay attention to the hygiene of drinking water;2)Fruits and melons must be cleaned and peeled before eating them;3)Treat every meal cautiously.When we are hungry, we shouldn’t eat what there is;4)Learn how to judge whether the hygiene of eating house is qualified;5)Be moderate in eating and drinking on the traffic.在帶團(tuán)旅游時(shí)如何注意飲食衛(wèi)生？ 答：（1）注意飲水衛(wèi)生；（2）瓜果一定要洗凈或去皮再吃；（3）慎重對(duì)待每一餐，不能饑不擇食；（4）學(xué)會(huì)鑒別餐飲店衛(wèi)生是否合格；（5）在車船或飛機(jī)上要節(jié)制飲食。

64.What are the tourists’ special requests on diet? 1)Special requests for food because of religions, living habits and body conditions;2)Special request for changing the meal or changing the restaurant;3)Special request for having the meal independently;4)Special request for having the meal in the room(room service);5)Special request for tasting special flavors;6)Special request for delaying the dinner time.旅游者餐飲方面的特殊要求主要有哪幾個(gè)方面？ 答：（1）特殊的飲食要求；（2）要求換餐；（3）要求單獨(dú)用餐；（4）要求提供客房?jī)?nèi)用餐；（5）要求自費(fèi)品嘗風(fēng)味；（6）要求推遲用餐時(shí)間。

65.How will a guide guard against receiving a wrong group?

1)The guide should arrive at the right place to wait for the tour group in advance;

2)When meeting the group, the guide should check the name of the tourist generating travel service（客源地旅行社）and the name of the tourist destination organizing travel service, the code, passengers’number, tour leader’s name(if no tour leader, should check the passengers’ names of the tour group)and hotel of the tour group;

3)The guide should be cautious to prevent the other from taking the group away illegally.如何預(yù)防錯(cuò)接？ 答：（1）導(dǎo)游員應(yīng)提前到達(dá)接站地點(diǎn)迎接旅游團(tuán)；（2）接團(tuán)社要認(rèn)真核實(shí)團(tuán)隊(duì)組團(tuán)社名稱、團(tuán)號(hào)、人數(shù)及旅客姓名等。（3）提高警惕，嚴(yán)防社會(huì)其他人員非法接走旅游團(tuán)。

66.How will the guide settle the problem of missing the plane?

武漢九州方圓教育

004km.cn 1)The guide should report immediately to the travel service and related departments, and ask for help;

2)The guide should get in touch with the airport(railway station, port)as soon as possible and try his best to make the passengers leave by the latest flight, or arrange the chartered flight(railway carriage, ship)or other traffic for passengers to go to the next destination;3)The guide should soothe the passengers of the tour group and arrange well the hotel and sightseeing, etc.for the passengers if they have to stay longer time;

4)The guide should inform the travel service of the next destination in order to adjust the itinerary as soon as possible;

5)The guide should apologize to the passengers;

6)The guide should write a report about the incident and make a thorough investigation of the reason and responsibility.發(fā)生誤機(jī)事故，導(dǎo)游員應(yīng)如何處理？ 答：（1）導(dǎo)游員應(yīng)立即向旅行社報(bào)告，請(qǐng)求得到協(xié)助；（2）盡快與機(jī)場(chǎng)聯(lián)系，爭(zhēng)取讓客人乘最近的航班離開本地；（3）穩(wěn)定客人的情緒，安排好滯留期間的食宿和游覽；（4）及時(shí)通知下一站，以便調(diào)整下一站日程。

67.What should the guide do if the passenger is lost at the scenic spots? The guide should do as follows：

1)Find out the incident and look for the guest as soon as possible;2)Ask for help from the public security management and the management of the scenic spot;3)Connect with the hotel;4)Report to the travel agency;5)Deal with the aftermath;6)Write the incident report.在景點(diǎn)游覽時(shí)，游客走失，導(dǎo)游員如何處理？ 答：（1）了解情況，立即尋找；（2）需力求公安、景點(diǎn)管理部門幫助；（3）與飯店聯(lián)系；（4）向旅行社報(bào)告；（5）做好善后工作；（6）寫出事故報(bào)告。

68.What should the guide do if the passenger demands not to follow the group for one day or one scenic spot?

The guide should do as follows：

1)Tell the guest if he doesn’t go with the group, the travel service won’t return all the expense he paid to the travel service, and he should pay for his own activities by himself;

2)Inform the guest where and when to have the meal so that the guest can come back to have the meal with the group;

3)Remind the guest to be care for his safety and keep his belongings well.4)Remind the guest to take the hotel’s name card on which are the hotel’s name, address and telephone number;

5)Write a Chinese English note for the guest to tell the name and the address of the place where he will go and brief dialogues for reserve;6)Tell the mobile phone number and BP number to the guest if necessary.游客要求全天不隨團(tuán)活動(dòng)時(shí)導(dǎo)游應(yīng)做哪些工作？ 答：（1）向游客說(shuō)明所有費(fèi)用不退，所需各種費(fèi)用自理。（2）告訴游客用餐時(shí)間和地點(diǎn)，以

武漢九州方圓教育

004km.cn 便其歸隊(duì)時(shí)用餐。（3）提醒注意安全，保管好自己的財(cái)物，帶上飯店卡片。（4）給客人寫張有關(guān)內(nèi)容的中英文便條，以備不時(shí)之需。（5）告訴自己的聯(lián)系方式。

69.How to prevent missing meeting the guests?怎樣避免漏接事故的發(fā)生？ 1)Read the reception plan carefully;

2)Check the arrival time of transportation means;3)Arrive at the meeting place in advance.70.How to deal with the guests’ common disease? 游客患一般疾病應(yīng)如何處理？

1)Advise the guests to see a doctor;

2)Take care of the guests who suffer from a disease;

3)Go to the hospital with the guests when necessary, and inform the guests of paying the bill by themselves and keeping the diagnosis proof and invoices;

4)Forbidden to give any medicine to the guests without permission.71.How to deal with the effects the tourist asks to deliver? 游客要求為其轉(zhuǎn)送物品應(yīng)如何處理？ 1)Be clear about what it is;

2)Request the tourist to write a trust deed and leave his/her address and telephone number in detail;

3)Request the addressee to write a receipt and sign his/her name;4)Hand in the trust deed and receipt to the travel agency；

5)If this relates to the foreign embassy and consulate, a guide should not accept the delivery in principle.72.How to deal with the tourists’ distributing religious materials?

當(dāng)游客散發(fā)宗教宣傳品時(shí)，導(dǎo)游應(yīng)如何處理？

1)To dissuade the tourists to do so and propagate our country’s policies about religion;2)If they don’t accept our persuasion and cause sabotage[]破壞, the guide should make a report to the concerned departments.Then the accident will be handled by the public security and judicial departments.73.What should be done if a tourist invites his/her friends to join the group?

如果游客要求他的親戚或朋友隨團(tuán)活動(dòng)，導(dǎo)游應(yīng)該怎么做？

1)First, you should ask for permission from the tour escort as well as from all members of the group;

2)Get in contact with the travel service and they are allowed to join the group after going through some related formalities and paying tour expenses;

3)If you are in a hurry or you have no time to take him/her to the travel service, let him/her pay first and give him/her the receipt later;

4)If a foreign journalist or a diplomatic envoy wants to join the group, you must contact the head of the travel service and handle the case according to the relevant stipulation of our government.武漢九州方圓教育

004km.cn

74.How to deal with special request for changing the meal or changing the restaurant?

如何處理游客換餐或更換餐廳的特殊要求？

1)First, we should see whether we have enough time to change it or not.Generally speaking, 3 hours ahead of the dining time, we should take the initiative to contact the restaurant and change the meal or restaurant.But we should inform the tourist that he is requested to pay the extra fee if there is any;

2)For changing the meal, first ask the restaurant whether it has that service or not.If the restaurant doesn’t have that kind of meal, we could change to another restaurant;

3)If changing of the meal or restaurant is requested close to the dining time, or in the restaurant, that all depends on whether it is possible or not.If it is impossible to change, a reasonable explanation is necessary.But if the tourists insist on changing, the tour guide should arrange them to another restaurant, but they have to pay for the meal themselves;4)If a tourists wants to have a meal alone, the tour guide should help him/her arrange it, but he/she has to pay for the meal;5)If a tourists wants to have his/her meal in the hotel room, the tour guide should help him/her, but inform him/her that he/she should pay the extra service charge if necessary.75.What should a tour guide do if he/she does miss receiving the group?

造成漏接事故，導(dǎo)游員應(yīng)如何處理？

1)Tell the tourists the fact, make apology sincerely if it is the tour guide’s fault;

2)If there is some other reasons, you should make more explanation patiently to clear up certain misunderstanding;

3)Try your best to reduce the tourists’ loss to the minimum.For instance, offering warm hearted and attentive service based on the itinerary and fulfilling the contents that is included in the plan, and at the same time taking them to the sightseeing places in their schedule as much as you can.76.What should be done if a tour guide had arrived at the airport or train station ahead of time but he/she still failed to get the group?

發(fā)生了空接事故，導(dǎo)游員應(yīng)如何處理？

1)For a domestic flight, the tour guide should contact the travel service right away to find out the reason;

2)For an international flight, the tour guide ought to check the name list of the group in the international airline office at the airport first, and should try to find out whether the group is on board or not.Then inform the travel service what has happened;

3)For the reason of a few hours’ delay, the tour guide should follow the arrangement made by the travel service and he/she can’t take any action on his/her own or make any arbitrary decision;

4)If the tourists have cancelled the trip, the tour guide should inform the travel service immediately and cancel all the reservations of the hotel, meals, means of transportation, tickets, as well as notify the travel services in other cities.發(fā)生了空接事故，導(dǎo)游員如何處理？

答(1)立即與接待社有關(guān)部門聯(lián)系，查明原因；（2）如果推遲時(shí)間不長(zhǎng)，可留在接站地點(diǎn)繼

武漢九州方圓教育

004km.cn 續(xù)等候；（3）通知各接待社單位作相應(yīng)的更改；（4）如推遲的時(shí)間較長(zhǎng)，導(dǎo)游員要按有關(guān)部門的安排，重新落實(shí)結(jié)團(tuán)事宜。

77.If the number of the tourists is more than the original schedule for an international group, what should the guide do?

接待入境團(tuán)時(shí)，如果游客比原計(jì)劃增加了，應(yīng)該怎么辦？

1)Help the additional tourists to acquire landing visa at the airport if necessary;

2)Check with the local travel service first, if so, inform the local travel service to add all kinds of arrangements, such as hotel rooms, meals, and transportation tickets, etc.3)Remind the local travel service to inform the travel services in other cities of the change in number.78.If the number of the tourists is less than the original schedule for an international group, what should the guide do?

接待入境團(tuán)時(shí)，如果游客比原計(jì)劃減少了，應(yīng)該怎么辦？

1)Check the group visa first and cross out the names of those tourists who do not appear from the name list of group visa at airport Customs;

2)Inform the local travel service of the changes so that they can make changes on hotel rooms, meals, transportation tickets, etc.79.How should a tour guide do to help a foreign tourist get a new passport when he/she has lost his/her passport during his stay in China? 當(dāng)外國(guó)游客在中國(guó)丟失護(hù)照，導(dǎo)游員應(yīng)如何幫他獲取新的護(hù)照？

1)Report to the local Public Security Office and get the certificate of loss;

2)Make a report to the travel service and get the document indicating the loss of his/her passport from the local travel service;

3)The tourist who has lost his/her passport should go to the Entry and Exit Office of the local Public Security Bureau with the supporting document from the local travel service and his/her photos to apply for a “l(fā)oss certificate of his passport ”;

4)Go to the embassy or consulate of his/her country in China to apply for a new passport with the supporting documents from the local Authorized Public Security Bureau;

5)With the newly issued passport, the tourist has to go back to the local Authorized Public Security Bureau again to apply for the visa.80.How to deal with the loss of the group visa? 團(tuán)體簽證丟失了應(yīng)如何處理？

1)Get a document indicating the loss of the group visa from the local travel service;2)Prepare relevant documents to apply for a new visa： a.The duplicate copy of original group visa;

b.Retype a new name list in the same format and content as the original one;c.All the passports of the group.3)With all the above-mentioned documents go to the Entry and Exit Office of the local Public Security Bureau to report the loss of group visa and apply for a new one.武漢九州方圓教育

004km.cn 81.What should a tour guide do if an overseas Chinese has lost his passport? 海外華僑丟失了護(hù)照應(yīng)該如何處理？

1)The document indicating the loss of the passport from the local travel service is needed;2)With the supporting document from the local travel service, he/she has to report the loss to the Entry and Exit Office of the local Public Security Bureau and applies for a new passport;3)With the newly issued passport, the tourist must go to the embassy or consulate of his/her resident country in China to get an inbound visa.82.What should a tour guide do if a Hong Kong or Macao tourist has lost his permit? 港澳同胞丟失了出入進(jìn)境通行證應(yīng)該怎樣處理？

1)Report to the local public Security Office to get a loss certificate or get the loss certificate from the local travel service;

2)With the documents or certificate above, he/she must go to the Entry and Exit Office of the local Public Security Bureau to apply for Once Only Permit of Entry and Exit to the People’s Republic of China;

3)The tourist who lost his permit can get a new one from concerned department in Hong Kong or Macao when he/she goes back.83.What should you do for him/her if a tourist has lost his checked luggage at the airport? 如果游客在飛機(jī)場(chǎng)丟失了行李應(yīng)如何處理？

1)Take him to the Lost and Found Department and fill out the claims form for the lost luggage and lost articles;

2)Write down the name of the hotel that the tourist is going to stay in, the telephone number of the hotel, his/her room number if you know and the office telephone number of the travel service, so that he/she can be notified if the lost luggage is found;3)Keep in touch with the airport and check frequently during the trip;

4)If the luggage cannot be found, you ought to help the tourist buy some daily necessities;5)In case the lost luggage cannot be found shortly before he/she leaves the local place, further information of his/her whole trip in China is needed.The tour guide should help him/her inform the airline office of the whole travel route in China, such as the names of cities, the name of travel service in each city, the hotel names that he/she is probably going to stay in and the hotel telephone numbers.When his/her lost luggage is found, they can inform him/her when he/she is in other city and the lost luggage can be transported to the most appropriate place;6)If the luggage does get lost, the tourist can claim for compensation from the airlines in accordance with the international practice.84.How to deal with the interruption by the tourist’s question as the tour guide explains? 1)Hold the welcome attitude and combine the answer with explanation alternatively;2)Don’t answer all the questions of the tourist, generally speaking, only answer the questions concerning with the scenic spot.Make sure not to let the question effect the guide’s explanation negatively;3)Even only one tourist puts questions, the guide should answer the questions to all the tourists in order to attract their attention.武漢九州方圓教育

004km.cn 導(dǎo)游員在講解是被游客因提問(wèn)而打斷，怎么處理？ 答：（1）持歡迎態(tài)度，有選擇的將回答和講解結(jié)合起來(lái)；（2）不要問(wèn)什么回答什么，一般只回答和景點(diǎn)有關(guān)的問(wèn)題，注意不要讓提問(wèn)沖擊自己的講解；（3）即使只有一個(gè)游客提問(wèn)，也要面對(duì)全體游客進(jìn)行解答，以吸引他們的注意力。

85.Due to the delayed arrival, the tour group’s local sightseeing time is shortened, how should the tour guide deal with this problem? 1)Analyzing the difficulty and problem brought by the delay and report in time to the tour organizing and planning departments of the receiving travel service in order to feed back this condition to the organizing travel service and find out the remedial measures as soon as possible.2)Arrange and implement the traffic, accommodation and sightseeing, etc.of the tour group under the help of the tour organizing and planning departments;3)The local guide should adjust the itinerary immediately, compress the time in each scenic spot and try his best not to reduce the planned tour items.旅游團(tuán)的抵達(dá)時(shí)間延誤，在一地的旅游時(shí)間縮短，導(dǎo)游員應(yīng)如何處理？ 答：（1）分析延誤帶來(lái)的困難和問(wèn)題，及時(shí)向接待社和組團(tuán)社報(bào)告，并找出解決方案；（2）在計(jì)調(diào)部門協(xié)助下落實(shí)交通、住宿、游覽變更事宜；（3）立即調(diào)整活動(dòng)日程，壓縮在每一景點(diǎn)的時(shí)間，盡量不減少計(jì)劃內(nèi)的游覽項(xiàng)目。

86.What should a tour guide do when a tourist is suddenly ill on the way to the tourist attraction?在去旅游景點(diǎn)的途中中，游客突患疾病該如何處理？

1)With the approval of the sick tourist, his/her relatives and tour escort, send him/her to the nearby hospital as soon as possible;2)Report to the travel service right away;

3)The sick tourist should be accompanied by his/her relatives, the tour escort and the national guide.If this group doesn’t consist of national guide or tour escort, the local guide should ask the local travel service for help.87.What should a tour guide do when a tourist is suddenly getting seriously sick during the sightseeing?一位游客在參觀游覽時(shí)突患重病，導(dǎo)游員應(yīng)如何處理？

1)Don’t move him/her, but make him/her as comfortable as possible if he/she is suddenly sick during the sightseeing;

2)Call for an ambulance as soon as possible;

3)Ask for help from the employees in the sightseeing place;4)Report this case to the travel service;

5)He/she must be accompanied by his/her relatives, tour escort while being sent to the hospital.88.How to deal with the problem when a tourist dies of illness? 游客因病死亡，該如何處理？

No matter what reason, a tourist died during his/her tour is a very bad misfortune.Being a tour guide, we should do as follows：

武漢九州方圓教育

004km.cn 1)Inform his/her family or relatives right away.For the foreign tourist, we must notify his embassy or consulate in China and ask them to inform his/her family or relatives of the grievous news of his/her death so as to come to handle his/her funeral；

2)Help to acquire all the necessary papers from the hospital, such as：Report on Emergency Treatment, Certificate of Death of Illness, and Certificate of DeathDiagnosis.All these papers should be signed by the physician in charge;

3)If the family members of the deceased tourist ask for an autopsy or postmortem examination, they ought to apply for it in written form.And at the same time the application should be signed by the family members, the tour escort and the officer of his/her embassy or consulate in China;

4)If the tourist died of abnormal case, such as negligence of safety or traffic accident or by his/her own hand, the tour guide ought to keep the spot of the accident intact before the police arrive;report to the Public Security Bureau and the travel service right away.If the postmortem examination is needed, the tour guide should help get the “Report on Autopsy” and “Notarial Certificate”from the judicial organs;

5)The remains should usually be cremated, but the “Application of Cremation” should be signed by his/her family or relatives, tour escort, officers of his/her embassy or consulate.Afterwards, they can get the “Cremation Certificate” from the crematory and the “Permit for Outbound Ashes” was issued by civil administration organ;

6)If the deceased tourist has life insurance, the tour guide should help his/her family or relatives get relevant certificates, such as insurance compensation, medial expense reimbursement, etc.7)If the family members want to take the remains back to their country, the tour guide ought to help get the relevant certificates, such as“Certificate of Antiseptic Remains”, “Certificate of Dressing the Corpse in the Coffin”, “Permit for Outbound Remains”, “Permit for Entry and Exit Coffin”, etc.8)All the expenses such as medial expense, cremation, transportation of corpse and other transportation fees should be covered by the family of the deceased tourist;

9)All the belongings of the deceased should be checked and itemized by his/her family members, tour escort, his/her former friends, national guide or the officers from his/her embassy or consulate in China together.The list paper should be signed in duplicate and kept by both sides.The belongings should be handed to his/her family or relatives or officer from his/her embassy or consulate, or ask the tour escort to transfer them with a witness present of those people mentioned above;

10)Whenever the “death”case happened, all the necessary arrangement should be disposed in the presence of the tour escort, his/her family, his/her relatives or representatives of the tour group and the officers from his/her embassy or consulate in China, the head of the travel service and the relevant personnel should also be present.The local guide should take the group to continue the rest of sightseeing together with the acting tour leader.89.What must be done if a traffic accident happens? 發(fā)生了交通事故該如何處理？

武漢九州方圓教育

004km.cn 1)Rescue the injured especially those seriously wounded immediately;move them out of the accident bus as quickly as possible and call for an ambulance or stop any car on the spot to take the injured to the nearest hospital(First Aid Medical Center;Tel：120)；

2)Keep the site of the accident intact before the police arrive;call for the traffic police and the public security department(Traffic Police and the Public Security Department;Tel：122)； 3)Report the accident to the travel service and ask for help.Transportation of another coach should be dispatched to take the rest of tourists back to the hotel or continue their sightseeing;4)After the relevant personnel arrive, the local guide should try to keep the tourists calm and take the unwounded tourists to continue their sightseeing if possible.And try to reduce the adverse effect of the accident to the minimum;

5)The tour guide ought to help the wounded get the “Certificate of Medical Treatment” and the “Certificate of Traffic Accident” signed by the Public Security Bureau so that they can claim for the compensation from the insurance company;

6)Write a report right after the accident.The report should include the cause of the accident, how it was handled and the result.It should be truthful, accurate and detailed.

第五篇：網(wǎng)上辦稅業(yè)務(wù)知識(shí)問(wèn)答

網(wǎng)上辦稅業(yè)務(wù)知識(shí)問(wèn)答

1、什么是網(wǎng)上辦稅？

答：網(wǎng)上辦稅是利用計(jì)算機(jī)網(wǎng)絡(luò)技術(shù)，讓納稅人可以通過(guò)互聯(lián)網(wǎng)完成網(wǎng)上辦理涉稅業(yè)務(wù)的一種方式。

2、網(wǎng)上辦稅有什么好處？

答：網(wǎng)上辦稅是減少稅收征納成本、提高服務(wù)質(zhì)量和效率的重要途徑，推行網(wǎng)上辦稅將帶來(lái)明顯的社會(huì)效益和經(jīng)濟(jì)效益。首先，網(wǎng)上辦稅可以減少納稅人上門辦理涉稅事項(xiàng)的奔波之累，使辦理涉稅事項(xiàng)不受稅務(wù)部門上下班時(shí)間的制約，納稅人可以輕輕松松在家中、辦公室或其他場(chǎng)所上網(wǎng)辦理有關(guān)的涉稅事項(xiàng)，節(jié)省了上門辦稅時(shí)排隊(duì)等候的時(shí)間。同時(shí)，納稅人可以及時(shí)、準(zhǔn)確查詢自己詳細(xì)的涉稅信息，及時(shí)接收到稅務(wù)部門發(fā)布的信息或者通知。其次，網(wǎng)上辦稅可有效緩解辦稅服務(wù)廳的工作壓力。

3、網(wǎng)上辦稅包含哪些內(nèi)容？

現(xiàn)階段網(wǎng)上辦稅業(yè)務(wù)主要內(nèi)容為：網(wǎng)上申報(bào)、網(wǎng)上IC卡報(bào)稅、網(wǎng)上認(rèn)證、網(wǎng)上繳稅。網(wǎng)上辦稅的目標(biāo)是：納稅人足不出戶，在網(wǎng)上辦理所有涉稅事項(xiàng)。

4、哪些納稅人可以辦理網(wǎng)上辦稅業(yè)務(wù)？

答：凡國(guó)稅機(jī)關(guān)征管的企業(yè)納稅人和實(shí)行建帳管理的個(gè)體工商戶均可辦理網(wǎng)上辦稅業(yè)務(wù)。

5、如何申請(qǐng)開通網(wǎng)上辦稅業(yè)務(wù)？

答：到主管國(guó)稅機(jī)關(guān)辦稅服務(wù)廳領(lǐng)取或在網(wǎng)上辦稅大廳(網(wǎng)址：)“下載專區(qū)—表證單書”欄下載《網(wǎng)上辦稅申請(qǐng)表》、《網(wǎng)上辦稅協(xié)議書》，按要求填寫相關(guān)信息、加蓋公章后，連同稅務(wù)登記證副本一起攜帶到主管國(guó)稅機(jī)關(guān)辦稅服務(wù)廳辦理開通手續(xù)。增值稅一般納稅人建議開通網(wǎng)上申報(bào)、網(wǎng)上繳稅、網(wǎng)上報(bào)稅和網(wǎng)上認(rèn)證業(yè)務(wù)； 非增值稅一般納稅人建議開通網(wǎng)上申報(bào)和網(wǎng)上繳稅業(yè)務(wù)。

開通網(wǎng)上繳稅業(yè)務(wù)需要納稅人與開戶銀行和所屬國(guó)稅機(jī)關(guān)簽定《聯(lián)網(wǎng)電子繳稅（費(fèi)）三方協(xié)議書》。

6、實(shí)行網(wǎng)上辦稅會(huì)給納稅人增加額外的負(fù)擔(dān)嗎？

答：一般不會(huì)額外增加納稅人的負(fù)擔(dān)。實(shí)行網(wǎng)上辦稅的基本條件是有能接入互聯(lián)網(wǎng)的電腦，對(duì)電腦配置要求較低（處理器：PIII 800以上、內(nèi)存：128M以上、硬盤：1G以上空閑空間、顯示器分辨率不低于800×600）；另外，需要網(wǎng)上認(rèn)證的還需要購(gòu)買掃描儀。

7、網(wǎng)上辦稅所需的軟件從哪兒取得，服務(wù)收取費(fèi)用嗎？

答：網(wǎng)上辦稅軟件實(shí)行三免費(fèi)原則，即免費(fèi)使用、免費(fèi)培訓(xùn)、免費(fèi)咨詢服務(wù)。網(wǎng)上申報(bào)所需的電子電報(bào)軟件到主管國(guó)稅機(jī)關(guān)拷貝或在網(wǎng)上辦稅大廳(網(wǎng)址：)上下載，由主管國(guó)稅機(jī)關(guān)提供咨詢服務(wù)；網(wǎng)上報(bào)稅軟件由貴州航信公司(0851-6112366)免費(fèi)提供、培訓(xùn)和咨詢服務(wù)；網(wǎng)上認(rèn)證軟件由貴州航信公司(0851-6112366)與龍山稅友公司(貴州金稅：0851-8612345 / 6812345)免費(fèi)提供、培訓(xùn)和咨詢服務(wù)。

8、實(shí)行網(wǎng)上申報(bào)后，紙質(zhì)申報(bào)資料如何報(bào)送？

答：實(shí)行網(wǎng)上申報(bào)的納稅人，申報(bào)成功后要及時(shí)打印紙質(zhì)申報(bào)表、附表、財(cái)務(wù)報(bào)表，加蓋納稅人公章，一年分兩次報(bào)送主管國(guó)稅機(jī)關(guān)。分別是每年的1月31日前一次性報(bào)送上一年7月至12月（稅款所屬期）的紙質(zhì)資料；7月31日前一次性報(bào)送當(dāng)年1至6月（稅款所屬期）和上企業(yè)所得稅申報(bào)的紙質(zhì)資料。

9、網(wǎng)上申報(bào)成功后，發(fā)現(xiàn)申報(bào)數(shù)據(jù)有誤，怎么辦？

答：網(wǎng)上申報(bào)成功后，發(fā)現(xiàn)申報(bào)數(shù)據(jù)有誤需要修改或補(bǔ)充的，需要攜帶紙質(zhì)申報(bào)表到辦稅服務(wù)廳進(jìn)行數(shù)據(jù)修改或補(bǔ)充申報(bào)

10、網(wǎng)上認(rèn)證受時(shí)間限制嗎？

答：網(wǎng)上認(rèn)證發(fā)票不受時(shí)間限制，納稅人可根據(jù)需要隨時(shí)在網(wǎng)上進(jìn)行發(fā)票認(rèn)證。

11、網(wǎng)上可以認(rèn)證哪些發(fā)票？

答：網(wǎng)上認(rèn)證的適用范圍：增值稅專用發(fā)票抵扣聯(lián)、公路內(nèi)河運(yùn)輸發(fā)票抵扣聯(lián)。

12、網(wǎng)上認(rèn)證發(fā)票應(yīng)注意哪些事項(xiàng)？

答：

1、需要開通網(wǎng)上認(rèn)證業(yè)務(wù)的納稅人，可在貴州航信公司、浙江龍山稅友公司兩家公司中，任意選擇使用一家公司的軟件。

2、納稅人第一次認(rèn)證公路內(nèi)河運(yùn)輸發(fā)票的，需到辦稅服務(wù)廳認(rèn)證，之后方可進(jìn)行網(wǎng)上認(rèn)證。

3、納稅人收受的需抵扣的稅控系統(tǒng)開具的機(jī)動(dòng)車銷售統(tǒng)一發(fā)票，必須到辦稅服務(wù)廳認(rèn)證。

4、網(wǎng)上認(rèn)證嚴(yán)格執(zhí)行關(guān)于發(fā)票認(rèn)證時(shí)限的有關(guān)規(guī)定，納稅人無(wú)法通過(guò)網(wǎng)上認(rèn)證的發(fā)票，應(yīng)在規(guī)定期限內(nèi)到辦稅服務(wù)廳認(rèn)證，由于超過(guò)期限未認(rèn)證的，責(zé)任由納稅人自負(fù)。

13、簽訂《聯(lián)網(wǎng)電子繳稅（費(fèi)）三方協(xié)議書》的流程是什么？

答：申請(qǐng)實(shí)行網(wǎng)上繳稅的納稅人，需要和稅務(wù)機(jī)關(guān)、繳稅帳戶所在銀行簽訂《聯(lián)網(wǎng)電子繳稅（費(fèi)）三方協(xié)議書》（以下簡(jiǎn)稱三方協(xié)議書）。其流程為：納稅人到所屬國(guó)稅機(jī)關(guān)領(lǐng)取三方協(xié)議書（稅務(wù)機(jī)關(guān)已在三方協(xié)議上書填寫相關(guān)內(nèi)容并蓋章），填寫相關(guān)內(nèi)容并加蓋納稅人公章后送到繳稅帳戶所在的開戶銀行，開戶銀行填寫相關(guān)內(nèi)容并蓋章后留下一聯(lián)，返兩聯(lián)給納稅人，納稅人保留一聯(lián)，另一聯(lián)送稅務(wù)機(jī)關(guān)錄入系統(tǒng)。

14、網(wǎng)上繳稅失敗后怎么辦？

答：納稅人在網(wǎng)上繳稅失敗后，需要帶申報(bào)資料到國(guó)稅機(jī)關(guān)辦稅服務(wù)廳辦理。

15、網(wǎng)上繳稅成功后，用什么作繳稅的會(huì)計(jì)核算憑證？

答：網(wǎng)上繳稅成功后，納稅人可到開戶行領(lǐng)取加蓋轉(zhuǎn)（收）訖章的電子繳稅付款憑證（一式二聯(lián)）第二聯(lián)作為付款回單，并以此作為繳稅的會(huì)計(jì)核算憑證。如果納稅人需要正式完稅憑證的，需持《稅務(wù)登記證》副本到稅務(wù)機(jī)關(guān)換開一聯(lián)式《稅收電子轉(zhuǎn)帳專用完稅證》。

16、納入防偽稅控的增值稅一般納稅人網(wǎng)上申報(bào)的流程是什么？

答：增值稅一般納稅人網(wǎng)上申報(bào)的流程是首先進(jìn)行IC卡抄報(bào)稅，其次進(jìn)行運(yùn)輸發(fā)票抵扣清單和海關(guān)專用繳款書的申報(bào)（沒(méi)有則不用申報(bào)），最后進(jìn)行納稅申報(bào)，納稅申報(bào)成功后進(jìn)行本地清卡。

17、增值稅一般納稅人在哪些情況下不適用網(wǎng)上申報(bào)？

答：有下列情形的，不適用網(wǎng)上申報(bào)：

（1）輔導(dǎo)期一般納稅人；

（2）按照預(yù)征率征收增值稅的納稅人（如中石油、中石化、供電局等）；

（3）有即征即退貨物及勞務(wù)的；

（4）免稅貨物或勞務(wù)通過(guò)稅控系統(tǒng)開具有普通發(fā)票的。

18、如何尋求網(wǎng)上辦稅業(yè)務(wù)支持？

答：納稅人可通過(guò)貴州省國(guó)家稅務(wù)局網(wǎng)上辦稅服務(wù)大廳（網(wǎng)址：http://）“下載專區(qū)”專欄、“通知公告”專欄，或撥打12366納稅服務(wù)熱線，以及國(guó)稅機(jī)關(guān)設(shè)置的網(wǎng)上服務(wù)電話，尋求網(wǎng)上辦稅業(yè)務(wù)支持。網(wǎng)上申報(bào)納稅系統(tǒng)服務(wù)熱線4006112366；航信認(rèn)證系統(tǒng)、網(wǎng)上抄報(bào)稅系統(tǒng)服務(wù)熱線0851-6112366；交大龍山稅友認(rèn)證系統(tǒng)服務(wù)熱線0851-8612345,0851-6812345。