第一篇：導(dǎo)游業(yè)務(wù)知識(shí)問(wèn)答(English現(xiàn)場(chǎng)問(wèn)答 )
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.
什么是導(dǎo)游人員？按職業(yè)性質(zhì)可將它分為哪幾類(lèi)？
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)А⒅v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(zhuān)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).按業(yè)務(wù)范圍可將導(dǎo)游人員分為那幾種類(lèi)型并分別解釋?zhuān)ㄖ辽賰煞N）。
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護(hù)送 [?esk?:t] 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敘述 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協(xié)調(diào) travel activities; 4)Protect the safety of tourists and resolve problems; 5)Do propaganda宣傳 and investigation. 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.
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)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確認(rèn) the exact arrival time of the tour group; 2)Fix on the start time with the driver;
3)Consult商議 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 行程[a?'t?n?,reri:] of the right day or the next day. 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. 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(chē)。
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？
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差異，對(duì)比 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 [h?ndi:k?pt] 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財(cái)產(chǎn);
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 tourists 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緊身短褲 and sandals[s?ndl]涼鞋; 2)The female guide can?t wear hand ring, earrings, miniskirt and suspenders背心, can?t be richly attired [?'ta??]盛裝 and heavily made-up（不濃妝艷抹）, can’t wear high-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傳染的 diseases;
2)The people who have ever got the administrative penalty ['pen?lti]懲罰;
3)The people who haven?t civil conduct ability and whose civil conduct are restricted有限的;4)The people whose guide certificates have ever been disqualified（吊銷(xiāo)）.
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？
1)Check and confirm the transportation tickets; 2)Discuss and confirm the time of baggage out; 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 [d??n?r?sl?]（寬容）;3)Fostering a popular trust, being good at coping順應(yīng) 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(ài)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(mǎi)食物、買(mǎi)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(jiàn)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？
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(jiàn)）; 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縮寫(xiě)?
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.
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? 1)Make profit directly;
2)Enlarge the resources of tourists and make money indirectly; 3)Promote goods;
4)Promote economic exchanges.
導(dǎo)游服務(wù)的經(jīng)濟(jì)性主要體現(xiàn)在：（1）直接創(chuàng)收；(2）擴(kuò)大客源、間接創(chuàng)收；（3）促銷(xiāo)商品；（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？
1)Obtained the guide qualification certificate;
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 散客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 付款方式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心理的status at the beginning of traveling?
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 群體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-intellect guide content;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（[θrift] 節(jié)儉）class.平價(jià)艙。
38.What are the types of China?s passport?中國(guó)護(hù)照的種類(lèi)？
1)Diplomatic [,dipl?'m?tik] passport;外交護(hù)照 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(shū)面語(yǔ)言 4)Side language.副語(yǔ)言
40.What is the basic patterns of oral language of the guide?
1)Monologue ['m?n?l?ɡ];獨(dú)白 2)Dialogue.
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 [i'ni?i?tiv] 主動(dòng)的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(chē)站找到所接的旅行團(tuán)？
1)Show up the sign card-board 硬紙牌with the group code, name of the tour escort護(hù)送者 or name of the national guide on it; 2)Stand at the eye catching place;
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搬運(yùn)工人;
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;
5)Arrange morning call for the tourists and tell the bellboy to deliver the luggage to their rooms;6)Check and discuss the itinerary [a?'t?n?,reri:,]行程 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(chē)站后離開(kāi)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 leader(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 開(kāi)往外地的，開(kāi)往外國(guó)的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寬敞的 bus;and go inside the Arrival Hall of the airport to meet them if necessary;2)Choose a tour route with less or non steps in the scenic spot; 3)Arrange the dining hall on the first floor; 4)Let the deaf-mute聾啞者 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.
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熱誠(chéng)的 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 ride on his/her own;
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;
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 [di'semineit]傳播 the culture;2)The tour guide?s service is a media of aesthetic appreciation 美學(xué)欣賞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(lèi)型？
The lively（活潑的）style;the steady（穩(wěn)重的）style;the irritable ['?r?t?b?l]（急燥的）style;the melancholy ['mel?nk?li]（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[i:s'θetik]appreciation 美學(xué)欣賞information;
2)Analyzing the tourist?s aesthetic appreciation feeling;3)Stimulating 刺激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瞳孔, 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統(tǒng)一 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 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典型的 landscape典型的風(fēng)景;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改進(jìn)的記錄;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接待牌.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 正式導(dǎo)游證and the temporary guide certificate臨時(shí)導(dǎo)游證? 1)The prerequisite[pri:'rekw?z?t]先決條件 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緊急的 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 [v?l?d?t?]（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 [iks'pai?（期滿(mǎn)）];while the term of the temporary guide certificate is no more than three months and it can?t be postponed延期 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？ 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(chēng)維修人員隨意進(jìn)入房間；進(jìn)入房間要鎖好門(mén)。（3）提醒客人不要與私人兌換外幣。（4）下車(chē)后提醒客人帶好貴重物品，提醒司機(jī)關(guān)好車(chē)窗，不要離車(chē)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(chē)行駛途中，有人攔車(chē)，提醒司機(jī)不要停車(chē)，不讓陌生人搭車(chē)。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;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(chē)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(chēng)、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?
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(kāi)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(mén)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(xiě)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(xiě)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？ [????????????????]破壞
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.
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(mén)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(mén)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.
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.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 feedback 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(mén)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：
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？
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.
第二篇：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(lèi)？
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(zhuān)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(lèi)型并分別解釋?zhuān)ㄖ辽賰煞N）。
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(chē)。
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(xiāo)）.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(ài)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(mǎi)食物、買(mǎi)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(jiàn)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？
武漢九州方圓教育
004km.cn
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(jiàn)）;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(xiāo)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?
武漢九州方圓教育
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(lèi)？
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(shū)面語(yǔ)言 4)Side 副語(yǔ)言
武漢九州方圓教育
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(chē)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(chē)站后離開(kāi)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
004km.cn
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;
武漢九州方圓教育
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(lèi)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
武漢九州方圓教育
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(mǎn)）;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(chēng)維修人員隨意進(jìn)入房間；進(jìn)入房間要鎖好門(mén)。（3）提醒客人不要與私人兌換外幣。（4）下車(chē)后提醒客人帶好貴重物品，提醒司機(jī)關(guān)好車(chē)窗，不要離車(chē)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(chē)行駛途中，有人攔車(chē)，提醒司機(jī)不要停車(chē)，不讓陌生人搭車(chē)。
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(chē)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(chēng)、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(kāi)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(mén)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(xiě)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(xiě)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(mén)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(mén)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(mén)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.
第三篇：現(xiàn)場(chǎng)導(dǎo)游考試問(wèn)答-2012
現(xiàn)場(chǎng)導(dǎo)游考試問(wèn)答
1、蘇州為什么被稱(chēng)為東方威尼斯？蘇州為什么被稱(chēng)為魚(yú)米之鄉(xiāng)？
2、被納入第一批全國(guó)重點(diǎn)文物保護(hù)單位的園林？
3、蘇州建于明朝的是哪座橋？
4、雙橋、泰伯橋、泰讓橋、海涌橋、吳門(mén)橋、寶帶橋位于哪里？
5、臘月是幾月？是農(nóng)歷還是陽(yáng)歷？蘇州人秋冬季節(jié)要過(guò)的一個(gè)重大的節(jié)日是什么？講講你家鄉(xiāng)是否過(guò)冬至？
6、昆曲的特點(diǎn)是可以放開(kāi)可以收縮，把這個(gè)特點(diǎn)結(jié)合園林講一下。
7、蘇州現(xiàn)存橋梁最高的橋？
8、蘇州古城建于什么年代？八門(mén)是哪八個(gè)？古城區(qū)面積？
9、《平江圖》放在蘇州哪個(gè)博物館？位于蘇州什么位置？
10、世界上第二大古城？
11、伍子胥是誰(shuí)？
12、什么是雙棋盤(pán)格局？古城最高建筑應(yīng)為多高？
13、蘇州召開(kāi)了第28屆世界遺產(chǎn)大會(huì)，是第一次在蘇州召開(kāi)嗎？為什么選擇在蘇州，而不是北京、上海？
14、解釋“軋神仙”
15、蘇州除了有古典園林被列入世界遺產(chǎn)，還有什么？在什么時(shí)候被選入的？
16、蘇州的河道是由人工開(kāi)鑿的，為什么要在蘇州開(kāi)鑿河道？
17、蘇州三大名廊，建立時(shí)間？
18、廳堂與內(nèi)宅之間的那條巷子叫什么？
19、客人住的坐春望月樓與主人住的畹香樓為什么要分開(kāi)？ 20、昆曲的時(shí)間？京劇的時(shí)間？
21、昆曲為什么是國(guó)??？為什么人們知道的更多的是京??？
22、昆曲的鼻祖哪人？在他的家鄉(xiāng)另外一個(gè)名人是誰(shuí)？
23、昆曲被聯(lián)合國(guó)評(píng)為什么？在哪一年？代表作有哪些？
24、新版的《牡丹亭》的制作人是誰(shuí)？是哪里人？他爸是誰(shuí)？
25、雙橋在哪？有何特色？名字？
26、海涌橋哪？什么時(shí)候造的？寶帶橋、江楓橋分別在哪里？在大運(yùn)河上的斜拉的橋是什么橋？
27、吳門(mén)橋在哪里？特色？
28、出家人為什么要用“施舍”？
29、十八羅漢坐像鑄于哪個(gè)朝代？五臺(tái)山是哪個(gè)菩薩講經(jīng)說(shuō)法的地方？ 30、解釋《楓橋夜泊詩(shī)》，月落和夜半是否矛盾？為什么？霜是地上的，那為什么是霜滿(mǎn)天？
31、鐘樓里的鐘是什么質(zhì)地？鑄于何時(shí)？具體年代？
32、明清建筑有什么區(qū)別？明清家具有什么不同點(diǎn)？
33、卅六鴛鴦館除了屋面下的椽子能產(chǎn)生很好的音響效果外，還有什么能產(chǎn)生音響效果？
34、蘇州歷經(jīng)2500年，為什么至今在原來(lái)的版圖上巍然屹立？
35、碧螺春名字的由來(lái)？茶館文化與蘇州人的生活？茶分哪幾種？
36、解釋試劍石那首詩(shī)的含義？
37、為什么斷梁殿到現(xiàn)在沒(méi)有倒塌？
38、到拙政園門(mén)口之前，要對(duì)游客說(shuō)些什么（注意點(diǎn)什么？比如集合時(shí)間）
39、拙政園中部有哪些佛教建筑？ 40、兩首詩(shī)的意境？
41、為什么文人寫(xiě)意園出現(xiàn)在蘇州，而不在杭州，不在鎮(zhèn)江？
42、蘇州有2500多年的歷史，你對(duì)蘇州古城規(guī)劃有什么見(jiàn)解？對(duì)蘇州文化有什么影響？
43、蘇州古城內(nèi)，現(xiàn)在保存古城風(fēng)貌比較好的兩處地方是哪里？
44、一池三島的意義
45、中國(guó)主要產(chǎn)茶地？
46、虎丘塔偏離中心多遠(yuǎn)？?jī)纱涡拚侨绾涡薜?？具體哪年修的？
47、蘇州歷經(jīng)2500年，至今在原來(lái)的版圖上巍然屹立，它給蘇州帶來(lái)了哪些具體的好處？
48、張家港原名？張家港最有名企業(yè)？最有名景點(diǎn)？張家港精神？
49、過(guò)年為什么叫過(guò)“年”？豬頭三牲為什么要放豬？ 50、昆山名字的由來(lái)？
51、周莊為什么叫周莊？叫周莊至今已經(jīng)多少年了？為什么周迪功郎舍宅為寺，人們就要紀(jì)念他，改為周莊？
52、為什么蘇州人一有錢(qián)就造園林，北京人就不呢？
53、無(wú)錫園林和蘇州園林的區(qū)別？
54、蘇州人骨子里或蘇州園林用一個(gè)詞或一句話來(lái)描述？
55、哪位近現(xiàn)代昆曲藝術(shù)家和他父親，到哪個(gè)園林，哪個(gè)地方拍曲？有關(guān)聽(tīng)昆曲的地方（園林）？
56、虎丘曲會(huì)延續(xù)幾年？說(shuō)下昆曲與園林的關(guān)系？
57、昆曲為什么不是“靡靡之音”？（因?yàn)槔デ膭∧吭谒鑼?xiě)的情節(jié)后都抨擊了社會(huì)現(xiàn)實(shí)）
58、昆曲為什么被稱(chēng)為百戲之祖？顧堅(jiān)、魏良輔、梁辰漁是怎么把昆曲推向世界的？
59、一出戲救活一個(gè)劇種，是哪個(gè)劇種？一座橋救活一個(gè)古鎮(zhèn)是哪座橋？
60、太平橋在哪里？同里的三橋是哪三橋？周莊有太平橋嗎？通貴橋在哪里？覓渡橋在哪里？ 61、北寺塔建于什么時(shí)候？玄妙觀的主要宮殿的名稱(chēng)？年代？
62、用一句話概括被錄入世界文化遺產(chǎn)名錄的九處園林中宋元明清的代表園林，并說(shuō)出它的特點(diǎn)。63、用造園手法的陰陽(yáng)布局來(lái)分析一下梧竹幽居、雪香云蔚亭。64、半潭秋水一房山的房是什么意思？半是什么意思？
65、梧竹幽居中的竹子和鳳凰是什么關(guān)系？通過(guò)分析竹子的特性來(lái)說(shuō)明竹子為什么是剛?cè)嶂伊x之物的象征？（氣節(jié)、虛心）
66、昆曲最鼎盛是什么時(shí)候，當(dāng)時(shí)社會(huì)上從哪些方面看得出來(lái)？
67、水廊為什么被稱(chēng)為三大名廊之一？卅六鴛鴦館是不是鴛鴦廳？原因？從建筑學(xué)角度講講卅六鴛鴦館四個(gè)耳房的作用？
68、斗拱有幾個(gè)部分組成？在中國(guó)的地位？作用？
69、蘇州被稱(chēng)為東方水城，那么蘇州古城的格局是如何的呢？（十二個(gè)字）70、為什么要開(kāi)發(fā)蜆江漁唱這個(gè)旅游項(xiàng)目？蜆江是指的哪個(gè)湖？ 71、蘇州園林最大的特點(diǎn)是什么？與揚(yáng)州園林有什么區(qū)別？ 72、蘇州古城的特點(diǎn)是什么？古城的面積是多少？
73、蘇州園林中與昆曲有關(guān)的建筑有哪些？昆曲博物館在哪里？ 74、拙政園最大的最主要的主題是什么？淡泊、疏朗 75、真絲與纖維絲的區(qū)別？
虎丘相關(guān)問(wèn)題
1、憨憨法師是哪個(gè)朝代的？
2、解釋試劍石上面的一首詩(shī)。
3、竺道生是哪個(gè)朝代的？這個(gè)朝代距現(xiàn)在多少年？
4、塔有什么作用？虎丘塔是用來(lái)干嗎的？
5、佛教的教義是什么？
6、經(jīng)幢的作用有哪些？
7、黃鶴樓在哪里？
8、“風(fēng)壑云泉”作者是誰(shuí)？
9、虎丘塔的年代及相關(guān)知識(shí)。
10、王羲之哪個(gè)朝代的？
11、劍池里面到底有沒(méi)有闔閭墓？
12、虎丘二仙亭上對(duì)聯(lián)“夢(mèng)里說(shuō)夢(mèng)原非夢(mèng)”的下聯(lián)，并說(shuō)明它的意思。
拙政園相關(guān)問(wèn)題
1、“此亦拙者之為政也”的意思及前面那部分的詩(shī)句意思?！按恕笔呛我馑?？
2、“放眼亭”與“秫香館”體現(xiàn)什么意境？
3、“秫香館”：在拙政園內(nèi)哪有稻麥？
4、為什么頤和園池中的荷花冬天要移到室內(nèi)，而南方不要？
5、張大千是在哪里去世的？
6、天泉亭名稱(chēng)的由來(lái)，原址。
7、拙政園里與“荷”有關(guān)的建筑有哪些？
8、“梧竹幽居”里賞荷是在哪個(gè)門(mén)洞？
9、中部的造園格局？
10、雪香云蔚亭妙在哪？（扁平）
11、“蟬噪林愈靜，鳥(niǎo)鳴山更幽”作者是誰(shuí)？
12、暗八仙是什么？
13、“二王法貼”中二王是誰(shuí)？哪個(gè)朝代？距今多少年？
14、拙政園中的對(duì)景有哪些？
15、“處江湖之遠(yuǎn)，則憂其君”的作者是誰(shuí)？簡(jiǎn)要介紹此人。
16、拙政園有一個(gè)很大的特色（指造景手法）是什么？
17、介紹一下北寺塔，建于何年，幾層多高（并不是孫權(quán)為母建造，他只建了寺廟）？
18、介紹一下瑞光塔及虎丘斜塔。
19、倒影樓里面兩邊有什么？上面寫(xiě)的是什么？畫(huà)了誰(shuí)？ 20、蘇州園林里面有哪些著名的鴛鴦廳？
21、鄭板橋是什么人？哪個(gè)朝代的？
22、拜文揖沈之齋，為什么是“拜文”不拜其他人？
23、長(zhǎng)廊的作用？水廊的作用？
24、考官說(shuō)卅六鴛鴦館不是體現(xiàn)男尊女卑的一個(gè)建筑，在蘇州鴛鴦是指什么？
25、試背《莊子?人世間》中剩下幾句。
26、陸潤(rùn)庠與洪鈞是清代哪個(gè)時(shí)期的？他們是什么關(guān)系？
27、拙政園中部“荷風(fēng)四面亭”對(duì)聯(lián)中“半潭秋水”美在哪里？
28、拙政園中部的水有什么特色？如何理水的？（就講水）
29、一池荷花好看嗎？為什么？
留園相關(guān)問(wèn)題
1、“吳下名園”的匾額是誰(shuí)寫(xiě)的？
2、“長(zhǎng)留天地間”是誰(shuí)寫(xiě)的？
3、“古木交柯”以墻為紙，在上面疊加石頭和植物稱(chēng)為什么造園手法？
4、留園有哪些值得一看的石頭？（5樣）
5、留園三寶是什么？魚(yú)化石在哪？
6、留園最大的特色是什么？
7、留園的三位有名的主人是誰(shuí)？
8、留園是哪個(gè)朝代的風(fēng)格？最大特色是什么？
9、什么叫做品？
10、留園當(dāng)中有多少種石？
11、可亭處黃石為底，上疊湖石合理嗎？
12、“明瑟樓”和“涵碧山房”分別出自哪？
13、五峰仙館為什么用“仙”字？
14、五峰仙館又叫什么？
15、如何判斷留園的鴛鴦廳？女廳上的匾額上是什么字？如何解釋?zhuān)?/p>
16、為了突出冠云峰，造園時(shí)是怎么布置的？
獅子林相關(guān)問(wèn)題
1、獅子林有什么特點(diǎn)？它和拙政園有什么不同？
2、九獅峰后的漏窗上的琴棋書(shū)畫(huà)，為什么就獅子林有？而其它園林沒(méi)有？
3、小方廳窗上的彩色玻璃為什么只有獅子林有？
4、獅子林最初是什么園林？
5、作為寺廟園林，獅子林中的哪些建筑體現(xiàn)這一性質(zhì)？
6、獅子林建于哪一年？石舫建于哪一年？這里的石舫底部是用什么造的？與其它園林有什么不同？
7、看PPT，回答圖片是什么？有什么作用？上面雕有什么？（經(jīng)幢，不止3個(gè)作用）
8、文天祥兩首著名的詩(shī)背出來(lái)。
9、石舫上的建筑是什么？“暗香”指的是什么？“疏影”指的是什么？
10、介紹文天祥。
11、“二王法貼”的“法”、“貼”分別指的是什么？
12、什么是書(shū)條石？
13、聽(tīng)雨樓藏貼？
14、從元到現(xiàn)在有多少年了？
15、獅子林里有關(guān)儒、道、佛三教的景點(diǎn)，各舉一例。
網(wǎng)師園相關(guān)問(wèn)題
1、磚雕門(mén)樓上的兩個(gè)兜肚分別講的是什么時(shí)候的典故？
2、對(duì)積善堂里的大鼓作個(gè)介紹（制作材料、時(shí)代、功能）。
3、郭子儀是哪個(gè)朝代的？周文王訪的是誰(shuí)？哪個(gè)朝代的？
4、為什么叫殿春移？干什么用的？
5、成名原因？
6、網(wǎng)師園為什么有的建筑臨水，有的建筑遠(yuǎn)離水？
7、講解磚雕門(mén)樓（包括其有防火作用）。
8、“先仲兄所豢虎兒之墓”中的“先”、“仲”指的是什么意思？
9、網(wǎng)師園為何80年代后名聲大振？明軒由誰(shuí)建造的？怎么造的？材料來(lái)源？
寒山寺相關(guān)問(wèn)題
1、京杭大運(yùn)河的相關(guān)知識(shí)。
2、印光法師是誰(shuí)？
3、有關(guān)四大天王的知識(shí)。
4、寒山寺中的塔是什么塔？ 5、12月31日晚寒山寺聽(tīng)鐘聲活動(dòng)敲的是哪口鐘？鐘的材質(zhì)？年代？ 6、108下鐘聲的含義和作用？
7、普明塔的相關(guān)知識(shí)。
8、大雄寶殿的三尊佛像是誰(shuí)？
9、碑廊內(nèi)的那幾塊碑分別是誰(shuí)寫(xiě)的？具體位置在哪？
10、寒山寺外有個(gè)城樓是什么？什么年代造的？簡(jiǎn)單介紹一下。
11、大雄寶殿的鐘哪來(lái)的？羅漢什么材料做的？哪來(lái)的？
12、江村橋和楓橋分別屬于什么級(jí)文物保護(hù)單位？
13、鐵鈴關(guān)建于何年？哪個(gè)朝代？用來(lái)干什么的？
14、倭寇是指什么人？
15、京杭大運(yùn)河現(xiàn)在和過(guò)去有何不同？過(guò)去從哪到哪？現(xiàn)在呢？以哪個(gè)城市為中心？
16、起初多長(zhǎng)？叫什么？隋朝時(shí)多長(zhǎng)？又叫什么？
17、《楓橋夜泊》詩(shī)中最關(guān)鍵的是哪個(gè)字？后由此圍繞這首詩(shī)引出一系列問(wèn)題。
18、解釋一下《楓橋夜泊》這首詩(shī)。
環(huán)古城河水上游相關(guān)問(wèn)題
1、瑞光塔最早建的年代及相關(guān)知識(shí)。
2、盤(pán)門(mén)有何特點(diǎn)？
3、為什么要建塔？建那么多層的原因？干什么用？
4、給一幅環(huán)古城河圖，叫你識(shí)認(rèn)。
5、伍子胥是誰(shuí)？他是干什么的？他設(shè)計(jì)的蘇州城有何特色？
6、古城內(nèi)水和街道是何關(guān)系？
7、甕城是什么樣子的？
8、伍子胥當(dāng)年規(guī)劃蘇州城用的是什么格局？
與蘇州相關(guān)的問(wèn)題
1、蘇州有名的“水八仙”，生長(zhǎng)在水中的八種可食用的植物是哪些？
2、我國(guó)在園林建筑中的幾個(gè)要素。
3、“一池三島”是哪三島？
4、蘇州民居的特點(diǎn)？
5、全國(guó)四大名園？蘇州四大名園？
6、蘇州四大名園各有哪些特點(diǎn)？（一句話）
7、怎樣區(qū)分銀杏的公母？
8、從蘇州到上海有幾條高速公路？
9、蘇州園林有哪幾個(gè)被列入《世界文化遺產(chǎn)名錄》？（9個(gè)）
10、蘇州有哪些工藝品？
11、蘇州概況：人口？面積？
12、蘇州城市的規(guī)劃？
13、蘇州城建于何時(shí)？最大特點(diǎn)是什么？
14、徐霞客與蘇州的關(guān)系。
15、蘇州古城建于何年？有何特點(diǎn)？
16、蘇州的人文精神是什么？
17、蘇幫菜舉例。
18、園林的構(gòu)景四要素？
19、南通在清朝出了個(gè)有名的狀元，說(shuō)說(shuō)他的事跡。20、蘇州建筑的特色？
21、蘇州的工業(yè)生產(chǎn)總值居全國(guó)第幾？
22、蘇州旅游業(yè)對(duì)外的廣告語(yǔ)？
23、園林中有哪些建筑手法？
24、把亭、臺(tái)、樓、閣用一句話概括一下特點(diǎn)？
25、樓、閣有什么區(qū)別？黃鶴樓是樓還是閣？
第四篇：導(dǎo)游問(wèn)答
2008導(dǎo)游考試實(shí)務(wù)模擬題：應(yīng)變能力題及參考答案
一、外國(guó)人護(hù)照丟失怎么辦 ?
1、請(qǐng)客人冷靜回憶，詳細(xì)了解丟失情況，盡量協(xié)助尋找
2、如確己丟失，應(yīng)報(bào)告社領(lǐng)導(dǎo)，由旅行社開(kāi)具證明，并請(qǐng)失主準(zhǔn)備照片
3、由失者憑旅行社開(kāi)具的證明向當(dāng)?shù)毓膊块T(mén)報(bào)失
4、由公安部門(mén)出具丟失證明
5、由失者本人持丟失證明親自前往所在國(guó)駐華使館或總領(lǐng)事館辦理領(lǐng)取新護(hù)照的手續(xù)，6、憑新護(hù)照，失者還應(yīng)到當(dāng)?shù)毓簿洲k理簽證手續(xù)，有的還需辦旅行證。
二、發(fā)現(xiàn)旅游者食物中毒，導(dǎo)游人員應(yīng)該怎么做 ?
1、設(shè)法催吐，讓食物中毒者喝水 300-500 時(shí)，以加速排泄，緩解毒性
2、立即將患者送醫(yī)院搶救，請(qǐng)醫(yī)生開(kāi)具診斷證明
3、迅速報(bào)告旅行社并追究供餐單位的責(zé)任。
三、旅行途中，客人突發(fā)心臟病，而團(tuán)內(nèi)又無(wú)醫(yī)生，導(dǎo)游應(yīng)怎樣處理 ?
1、客人心臟病突發(fā)時(shí)，千萬(wàn)不能搬動(dòng)和拖拉客人，而應(yīng)讓其就地平躺,頭略高,由患者親屬或領(lǐng)隊(duì)或其他游客在客人身上尋找急救藥
2、應(yīng)及時(shí)將病人送到附近的醫(yī)院檢查治療
3、迅速將情況報(bào)告社領(lǐng)導(dǎo)，征求處理意見(jiàn)
4、一般應(yīng)讓病人留醫(yī)院繼續(xù)觀察，由全陪或領(lǐng)隊(duì)或其親朋好友陪同
5、導(dǎo)游應(yīng)帶領(lǐng)其他旅游者繼續(xù)參觀游覽，但要隨時(shí)了解病人的情況，待旅游活動(dòng)結(jié)束，再妥善處理病人的安置問(wèn)題。
四、旅游途中，游客發(fā)生骨折，須及時(shí)送醫(yī)院救治，但在現(xiàn)場(chǎng)導(dǎo)游應(yīng)做哪些力所能及的初步措施 ?
1、止血(手壓法、加壓包扎法、止血帶法):
2、包扎(最好先清洗傷口，包扎時(shí)動(dòng)作要輕柔，松緊要適度，繃帶的結(jié)口不要在創(chuàng)傷處)
3、上夾板(就地取材上夾板，以求固定兩端關(guān)節(jié)，避免轉(zhuǎn)動(dòng)骨折肢體)
五、客人離開(kāi)上站赴下站后，發(fā)現(xiàn)錢(qián)包遺忘在上一站所住飯店時(shí)，導(dǎo)游應(yīng)怎樣處理 ?
1、首先與飯店聯(lián)系尋找錢(qián)包
2、找到錢(qián)包后，應(yīng)及時(shí)通知客人(或下一站旅行社領(lǐng)導(dǎo)), 讓客人放寬心，不要影響旅游活動(dòng)
3、迅速委托可靠的人(或其他團(tuán)隊(duì)的全陪或領(lǐng)隊(duì))將錢(qián)包帶到下一站交給失者，如無(wú)合適人可委托，可請(qǐng)示領(lǐng)導(dǎo)派專(zhuān)人將錢(qián)包送到客人手里
4、按規(guī)定，辦好交接手續(xù)并要求失者立 “ 收到失物 ” 的字據(jù)，以備查
5、在情況匯報(bào)中，要寫(xiě)清失物處理的情況。
六、客人行李抵飯店，地陪在清點(diǎn)時(shí)，發(fā)現(xiàn)少了一件，導(dǎo)游應(yīng)怎樣處理 ?
1、首先與領(lǐng)隊(duì)共同查清丟失的行李是誰(shuí)的
2、再找失者了解行李的大小規(guī)格、顏色、面料質(zhì)地等并做好客人的安慰工作
3、請(qǐng)押運(yùn)行李員迅速查找，是否混雜在其它團(tuán)隊(duì)行李中，或送到其它飯店去了
4、行李找到后，應(yīng)迅速送交客人手中：
5、如在應(yīng)找的范圍內(nèi)未找到，則要請(qǐng)全陪協(xié)助領(lǐng)隊(duì)與上一站旅行社聯(lián)系查找
6、如行李中有貴重物品，地陪應(yīng)盡快向部門(mén)經(jīng)理和總經(jīng)理匯報(bào)，以引起重視，協(xié)助查找
7、總之，要想客人之所想，急客人之所急。
七、旅游團(tuán)里有客人走失，導(dǎo)游應(yīng)如何處理 ?
1、在游覽點(diǎn)及其附近仔細(xì)尋找。如不影響搭乘火車(chē)、飛機(jī)或輪船等長(zhǎng)途交通工具的話，可適當(dāng)延長(zhǎng)在該游覽點(diǎn)的等候時(shí)間
2、向當(dāng)?shù)毓膊块T(mén)報(bào)告，請(qǐng)協(xié)助查找
3、與此同時(shí)，將情況報(bào)告社部門(mén)經(jīng)理，以協(xié)同查找
4、與飯店服務(wù)臺(tái)聯(lián)系，查詢(xún)客人是否己自己回去
5、如影響搭乘火車(chē)、飛機(jī)或輪船等長(zhǎng)途交通工具，則應(yīng)留下全陪或領(lǐng)隊(duì)繼續(xù)尋找和等候，找到后就近乘出租車(chē)追上團(tuán)隊(duì)，地陪先把其他客人送住機(jī)場(chǎng)、車(chē)站或碼頭
6、丟失人員情況，應(yīng)在團(tuán)隊(duì)離開(kāi)后及時(shí)請(qǐng)計(jì)調(diào)部或有關(guān)部門(mén)通知下一站旅行社
7、回到社里后，地陪應(yīng)將處理結(jié)果及時(shí)報(bào)告有關(guān)部門(mén)和領(lǐng)導(dǎo)并寫(xiě)出書(shū)面報(bào)告。
八、在送團(tuán)赴火車(chē)站、飛機(jī)場(chǎng)或碼頭的路上，如遇交通堵塞，導(dǎo)游應(yīng)怎樣處理 ?
1、視時(shí)間長(zhǎng)短，是否允許等候
2、如短時(shí)間內(nèi)不能通車(chē)，應(yīng)設(shè)法繞道行駛，盡快趕往車(chē)站、機(jī)場(chǎng)或碼頭
3、在塞車(chē)處理中，應(yīng)爭(zhēng)取交警的支持
4、在可能的情況下，應(yīng)將交通堵塞情況報(bào)告社領(lǐng)導(dǎo)，以請(qǐng)示辦法。
九、入境旅游團(tuán)即將離開(kāi)某地赴下一站旅游，但一位客人因病住院不能隨團(tuán)活動(dòng)，應(yīng)怎樣處理?
1、接待社開(kāi)具患病情況證明
2、地陪和領(lǐng)隊(duì)攜團(tuán)體簽證和患者本人護(hù)照前往市公安局出入境管理處，辦理分離簽證手續(xù)，并為患者辦理單獨(dú)旅行簽證
3、請(qǐng)領(lǐng)隊(duì)備好辦理手續(xù)的費(fèi)用
4、在前往公安局出入境管理處前，應(yīng)電話聯(lián)系以便安排接待。
十、在旅游旺季，如旅游團(tuán)不能及時(shí)住進(jìn)預(yù)訂的飯店，旅游者有意見(jiàn)怎么辦 ?
1、先與領(lǐng)隊(duì)聯(lián)系，講明實(shí)際困難，做好工作，請(qǐng)求領(lǐng)隊(duì)協(xié)助工作
2、將住不進(jìn)房的真實(shí)情況向全團(tuán)客人耐心說(shuō)明，求得諒解
3、適當(dāng)調(diào)整節(jié)目安排，可先讓客人游覽并聯(lián)系在其它飯店用餐，按飯店告知的時(shí)間帶客人進(jìn)店下榻
4、精心安排游覽，認(rèn)真導(dǎo)游講解，以一流服務(wù)，穩(wěn)定客人情緒，做好工作
5、請(qǐng)社領(lǐng)導(dǎo)出面做工作，如宴請(qǐng)或贈(zèng)送紀(jì)念品，總之要千方百計(jì)轉(zhuǎn)化客人情緒。
十一、對(duì)于個(gè)別外國(guó)旅游者攻擊、誣蔑我國(guó)社會(huì)主義制度時(shí)，導(dǎo)游應(yīng)如何做 ?
1、首先搞清楚，這是故意行為還是由于缺乏了解而致
2、如果說(shuō)游客是故意行為，導(dǎo)游要嚴(yán)正駁斥，駁斥要理直氣壯，觀點(diǎn)明確，立場(chǎng)堅(jiān)定，必要時(shí)報(bào)告有關(guān)部門(mén)，查明后嚴(yán)肅處理
3、游客缺乏了解而為，導(dǎo)游應(yīng)積極宣傳中國(guó)，認(rèn)真回答旅游者的問(wèn)題，友好地介紹我國(guó)的國(guó)情 闡明我方對(duì)某些問(wèn)題的立場(chǎng)、觀點(diǎn)，求同存異。
十二、旅游團(tuán)內(nèi)，有客人提出要讓其在本地的親友隨團(tuán)活動(dòng)，導(dǎo)游應(yīng)如何處理 ?
1、首先應(yīng)婉言拒絕客人的要求，但態(tài)度要溫和親切
2、建議客人租車(chē)陪同親友，可滿(mǎn)足其敘友情和歡聚的愿望
3、向客人解釋為何一般親友不能隨團(tuán)活動(dòng)的原因，一為安全，二是費(fèi)用問(wèn)題
4、如客人堅(jiān)持要讓其親友跟團(tuán)活動(dòng)，可請(qǐng)示領(lǐng)導(dǎo)，同時(shí)應(yīng)征求領(lǐng)隊(duì)和其他客人的意見(jiàn)
5、如領(lǐng)隊(duì)和其他客人同意，應(yīng)看客人親友的身份證并按規(guī)定收取費(fèi)用。
十三、如住店的散客客人，希望參加旅游團(tuán)活動(dòng)，導(dǎo)游應(yīng)怎樣處理 ?
1、原則上應(yīng)予婉拒并講清道理
2、如客人堅(jiān)持要跟團(tuán)活動(dòng)，則應(yīng)征求領(lǐng)隊(duì)和客人的意見(jiàn)
3、如領(lǐng)隊(duì)和客人同意，則應(yīng)照章收費(fèi)。
十四、旅游旺季交通緊張，旅行社未能按要求為客人訂到軟席火車(chē)票，客人意見(jiàn)很大，應(yīng)如何處理 ?
1、應(yīng)耐心向客人解釋我國(guó)交通狀況和旅游旺季乘車(chē)難等情況
2、誠(chéng)懇向客人表示歉意
3、退還客人軟硬車(chē)票的差價(jià)款
4、必要時(shí)請(qǐng)社領(lǐng)導(dǎo)出面贈(zèng)送紀(jì)念品做好工作
5、盡量讓客人坐在硬席包車(chē)?yán)?/p>
6、萬(wàn)不得己的情況下，應(yīng)讓客人相對(duì)集中坐在車(chē)廂的一側(cè)
7、請(qǐng)車(chē)廂服務(wù)員配合搞好車(chē)上服務(wù)和客人的安全工作。
十五、來(lái)華旅游的華僑丟失了護(hù)照和簽證，導(dǎo)游應(yīng)如何做 ?
1、旅游者冷靜回憶，詳細(xì)了解情況，盡量協(xié)助尋找
2、確定丟失，應(yīng)馬上報(bào)告組團(tuán)社或接待社
1、失主準(zhǔn)備照片
2、當(dāng)?shù)亟哟玳_(kāi)具證明
3、失主持遺失證明到省級(jí)公安部門(mén)及授權(quán)的公安機(jī)關(guān)報(bào)失并申請(qǐng)辦理新護(hù)照 持新護(hù)照去其僑居國(guó)駐華使、領(lǐng)館辦理入境簽證手續(xù)。
十六、旅游團(tuán)內(nèi)有些客人信奉伊斯蘭教，導(dǎo)游應(yīng)做哪些安排 ?
1、通知所住飯店注意餐飲安排牛肉菜肴，不得上豬肉，也不得用豬油炒菜給客人吃
2、如條件允許，盡量將信教客人與不信教客人安排在不同的餐廳用餐
3、客人提出去清真寺做禮拜，要尊重客人要求并妥善予以安排
4、清真寺的主持叫阿訇:
5、在導(dǎo)游時(shí)，注意導(dǎo)游用語(yǔ)，不要用犯忌的字詞。
十七、旅游中出現(xiàn)交通事故，全陪應(yīng)怎樣處理 ?
1、首先搶救傷員尤其是重傷員
2、就地?cái)r車(chē)送傷員去出事點(diǎn)附近的醫(yī)院
3、如有些傷員傷勢(shì)過(guò)重不能搬動(dòng)，應(yīng)請(qǐng)醫(yī)生立即到現(xiàn)場(chǎng)搶救
4、爭(zhēng)取當(dāng)?shù)亟痪闹С郑Ｗo(hù)好事故現(xiàn)場(chǎng)
5、迅速報(bào)告當(dāng)?shù)芈糜尉?、旅行社領(lǐng)導(dǎo)，請(qǐng)他們到現(xiàn)場(chǎng)幫助處理事故
6、做好全團(tuán)旅游者的安撫工作，并繼續(xù)組織安排好參觀游覽活動(dòng)
7、及時(shí)將事故情況及處理情況報(bào)告組團(tuán)社和本杜領(lǐng)導(dǎo)
8、做好善后事宜，寫(xiě)出書(shū)面匯報(bào)。
十八、旅游團(tuán)乘飛機(jī)抵達(dá)某城市后，團(tuán)內(nèi)一客人發(fā)現(xiàn)行李丟失，地陪應(yīng)作何處理 ?
1、首先請(qǐng)行李員與機(jī)場(chǎng)行李員一起查找
2、如行李確實(shí)未跟客人航班抵達(dá)，應(yīng)打電話給上站旅行社，請(qǐng)協(xié)助查找
3、在弄清行李遺忘在上一站機(jī)場(chǎng)情況后，先做好客人的安撫工作，讓客人放心
4、請(qǐng)上一站迅速將客人行李托運(yùn)至客人所在城市
5、一旦行李抵達(dá)，請(qǐng)機(jī)場(chǎng)行李員迅速將行李交到客人手上。
十九、旅行團(tuán)早于地陪導(dǎo)游員抵達(dá)接站地點(diǎn)，怎么辦 ?
1、導(dǎo)游員應(yīng)及時(shí)向領(lǐng)隊(duì)、全陪和客人賠禮道歉
2、實(shí)事求是地說(shuō)明情況，以表示自己做好下一步導(dǎo)游工作的誠(chéng)意
3、與領(lǐng)隊(duì)等協(xié)商后采取彌補(bǔ)措施，取得旅游者的諒解。
二十、旅游者對(duì)某地餐飲表示強(qiáng)烈不滿(mǎn)，導(dǎo)游應(yīng)采取什么補(bǔ)救措施 ?
1、認(rèn)真聽(tīng)取客人的意見(jiàn)，做好記錄
2、分析了解客人的餐飲習(xí)慣和要求，通知下一站旅行社做好服務(wù)
3、向該地有關(guān)旅行社及飯店通報(bào)情況，并提出改進(jìn)意見(jiàn)，若有可能，可讓其向旅游者道歉，并采取必要的補(bǔ)救措施。
二十一、游客把旅行途中所有困難和麻煩全部歸咎于導(dǎo)游員時(shí)怎么辦 ?
1、無(wú)論出現(xiàn)什么問(wèn)題，無(wú)論責(zé)任在哪一方，導(dǎo)游員都必須全力以赴，及時(shí)、果斷、合情合理地解決、處理
2、地陪、全陪要首先取得一致意見(jiàn)，適時(shí)向領(lǐng)隊(duì)及團(tuán)中有影響的人物實(shí)事求是地說(shuō)明情況，求得諒解和理解
3、提出可行的補(bǔ)救措施和彌補(bǔ)方案
4、繼續(xù)為客人提供熱情周到的服務(wù)，力爭(zhēng)以實(shí)際行動(dòng)滿(mǎn)足和感動(dòng)客人。
二十二、因時(shí)間倉(cāng)促，游客托導(dǎo)游員轉(zhuǎn)送禮品時(shí)怎么辦 ?
1、導(dǎo)游員應(yīng)予以協(xié)助，但要問(wèn)清是何物
2、重要物品要當(dāng)面點(diǎn)清，并請(qǐng)其在清單上簽字
3、留下姓名、通訊地址以及收件人的姓名和地址
4、收件人收下物品后應(yīng)開(kāi)具收條，并簽名蓋章，之后應(yīng)由旅行社保存，并通知委托人。
二十三、旅游者患一般疾病時(shí)，導(dǎo)游應(yīng)怎樣處理 ?
1、導(dǎo)游人員要?jiǎng)衿浔M早去醫(yī)院看病，并留在飯店內(nèi)休息，如有需要，應(yīng)陪同患者前往醫(yī)院 就醫(yī)
2、如果旅游者留在飯店休息，導(dǎo)游要前去詢(xún)問(wèn)身體狀況并安排好用餐，必要時(shí)通知餐廳為其提供送餐服務(wù)
3、向旅游者講清看病費(fèi)用自理
4、嚴(yán)禁導(dǎo)游擅自給患者用藥。
二十四、旅游團(tuán)中個(gè)別旅游者提出要求單獨(dú)用餐時(shí)，導(dǎo)游應(yīng)怎樣處理 ?
1、要耐心解釋?zhuān)⒏嬖V領(lǐng)隊(duì)請(qǐng)其調(diào)解
2、如旅游者堅(jiān)持，導(dǎo)游可協(xié)助與餐廳聯(lián)系，但要告知餐費(fèi)自理，綜合服務(wù)費(fèi)不退。
二十五、旅游團(tuán)中個(gè)別住雙人間的旅游者，提出要求住單間時(shí)，導(dǎo)游應(yīng)怎樣處理 ?
1、住雙人間的旅游者要求住單人間，如飯店有空房可予以滿(mǎn)足，但房費(fèi)臼理
2、同屋旅游者因鬧矛盾或生活習(xí)慣不同而要求住單間，導(dǎo)游應(yīng)請(qǐng)領(lǐng)隊(duì)調(diào)解或在內(nèi)部調(diào)整
3、若調(diào)解、調(diào)配不成，飯店有空房可滿(mǎn)足其要求，但導(dǎo)游須事先說(shuō)明，房費(fèi)由旅游者自理(一般是誰(shuí)提出住單間誰(shuí)付房費(fèi))。
二十六、對(duì)旅游者提出增加旅游合同外的自費(fèi)娛樂(lè)活動(dòng)時(shí)，導(dǎo)游應(yīng)如何處理 ?
在不影響團(tuán)隊(duì)正?；顒?dòng)計(jì)劃的情況下
1、導(dǎo)游一般應(yīng)予以協(xié)助，如幫助購(gòu)買(mǎi)門(mén)票、要出租車(chē)等，通常不陪同前往
2、如果旅游者要求去大型娛樂(lè)場(chǎng)所或情況復(fù)雜的場(chǎng)所，導(dǎo)游須提醒旅游者注意安全，必要時(shí)陪同前往。
二十七、旅游團(tuán)到達(dá)某一游覽點(diǎn)后，若有個(gè)別旅游者希望不按規(guī)定線路游覽，導(dǎo)游應(yīng)怎樣處理?
1、若環(huán)境許可(游人不太多，秩序不亂), 可滿(mǎn)足其要求
2、導(dǎo)游要提醒其集合的時(shí)間和地點(diǎn)及旅游豐的車(chē)號(hào)
3、必要時(shí)留一字條，上寫(xiě)集合時(shí)間、地點(diǎn)和車(chē)號(hào)以及飯店名稱(chēng)和電話號(hào)碼，以備不時(shí)之需。
二十八、導(dǎo)游對(duì)旅游者要求探親訪友時(shí)，一般處理方法有哪些 ?
1、如旅游者知道親友的姓名、地址，導(dǎo)游應(yīng)協(xié)助聯(lián)系并向旅游者講明具體乘車(chē)路線。
2、如旅游者只知親友姓名或某些線索，但地址不祥，導(dǎo)游可通過(guò)旅行社請(qǐng)公安戶(hù)籍部門(mén)幫助尋找，找到后及時(shí)告知旅游者并幫其聯(lián)系
3、若旅游期間沒(méi)找到，可請(qǐng)旅游者留下聯(lián)系的地址和電話號(hào)碼，待找到其親友后通知他
4、若旅游者要求會(huì)見(jiàn)中國(guó)同行洽談業(yè)務(wù)、聯(lián)系工作、捐款捐物或進(jìn)行其他活動(dòng)，導(dǎo)游應(yīng)向旅行社匯報(bào)，在領(lǐng)導(dǎo)指示下給予積極協(xié)助
5、若旅游者慕名求訪某位名人，導(dǎo)游應(yīng)了解旅游者要求會(huì)見(jiàn)的目的并向領(lǐng)導(dǎo)匯報(bào)，按規(guī)定辦理。
二十九、旅游團(tuán)誤機(jī)(車(chē)、船), 導(dǎo)游應(yīng)如何處理 ?
1、導(dǎo)游員應(yīng)立即向社領(lǐng)導(dǎo)匯報(bào)，請(qǐng)求協(xié)助
2、地陪和旅行社應(yīng)盡快與機(jī)場(chǎng)、車(chē)站、碼頭聯(lián)系，爭(zhēng)取讓游客乘最近班次的交通工具離開(kāi)車(chē)站，或采取包機(jī)(車(chē)、船), 或改乘其它交通工具前往下一站:
3、向旅游者道歉，穩(wěn)定旅游者的情緒，安恃好滯留期間的食宿、游覽等事宜
4、及時(shí)通知下一站，對(duì)日程作相應(yīng)調(diào)整
5、寫(xiě)出事故報(bào)告，查清事故的原因和責(zé)任并作出相應(yīng)處理。
三
十、導(dǎo)游人員在旅行游覽途中，應(yīng)如何可防止旅游團(tuán)隊(duì)食物中毒事故的發(fā)生 ?
1、嚴(yán)格執(zhí)行在旅游定點(diǎn)餐廳就餐的規(guī)定
2、提醒旅游者不要在小攤上購(gòu)買(mǎi)食物
3、用餐時(shí)，若發(fā)現(xiàn)食物、飲料不衛(wèi)生，或有異味變質(zhì)的情況，應(yīng)立即要求更換ι并要求餐 廳負(fù)責(zé)人出面道歉，必要時(shí)向旅行社領(lǐng)導(dǎo)匯報(bào)
4、不飲生水，飲用開(kāi)水制成的茶及其他飲料。
1、現(xiàn)在實(shí)施的《旅行社管理?xiàng)l例》是何時(shí)發(fā)布，何時(shí)修訂的？
1996年10月15日中華人民共和國(guó)國(guó)務(wù)院第205號(hào)令發(fā)布，根據(jù)2001年12月11日《國(guó)務(wù)院關(guān)于修改〈旅行社管理?xiàng)l例〉的決定》修訂。
2、旅行社有哪幾類(lèi)？旅行社分為國(guó)際旅行社和國(guó)內(nèi)旅行社。
3、旅行社的經(jīng)營(yíng)范圍如何劃分？
國(guó)際旅行社的經(jīng)營(yíng)范圍包括入境旅游業(yè)務(wù)、出境旅游業(yè)務(wù)、國(guó)內(nèi)旅游業(yè)務(wù)。國(guó)內(nèi)旅行社的經(jīng)營(yíng)范圍僅限于國(guó)內(nèi)旅游業(yè)務(wù)。
4、請(qǐng)說(shuō)出設(shè)立國(guó)內(nèi)旅行社的必備條件。
有固定的營(yíng)業(yè)場(chǎng)所；有必要的營(yíng)業(yè)設(shè)施；分別持有國(guó)家旅游局頒發(fā)的《旅行社經(jīng)理資格證書(shū)》的總經(jīng)理1名，部門(mén)經(jīng)理至少2名，取得助理會(huì)計(jì)師以上職稱(chēng)的專(zhuān)職財(cái)會(huì)人員；不少于30萬(wàn)元的注冊(cè)資本和10萬(wàn)元質(zhì)量保證金。
5、經(jīng)營(yíng)范圍中有組團(tuán)出境和入境業(yè)務(wù)的國(guó)際旅行社應(yīng)有多少注冊(cè)資金和交納多少費(fèi)用？ 注冊(cè)資本不得少于150萬(wàn)元人民幣；交納160萬(wàn)元人民幣。
6、請(qǐng)回答旅行社開(kāi)展旅游業(yè)務(wù)的依據(jù)。取得《旅行社業(yè)務(wù)經(jīng)營(yíng)許可證》，并領(lǐng)取營(yíng)業(yè)執(zhí)照。
7、什么情況下旅行社可以設(shè)立分社？
旅行社年接待旅游者達(dá)10萬(wàn)人次以上；進(jìn)入全國(guó)旅行社百?gòu)?qiáng)排名；分社經(jīng)理必須取得《旅行社經(jīng)理資格證書(shū)》；符合《條例》中規(guī)定的注冊(cè)資金和質(zhì)量保證金的要求。可以設(shè)立不具有法人資格的分社。
8、旅行社在經(jīng)營(yíng)活動(dòng)中應(yīng)當(dāng)遵循什么原則？遵循自愿、平等、公平、誠(chéng)實(shí)信用的原則，遵守商業(yè)道德。
9、《旅行社管理?xiàng)l例》第幾條規(guī)定，旅行社與其聘用的經(jīng)營(yíng)人員，應(yīng)當(dāng)簽訂書(shū)面合同，約定雙方的權(quán)利、義務(wù)？第十九條。
10、旅游者在什么情況下可以投訴旅行社？
旅行社因自身過(guò)錯(cuò)未達(dá)到合同約定的服務(wù)質(zhì)量標(biāo)準(zhǔn)的；旅行社服務(wù)未達(dá)到國(guó)家標(biāo)準(zhǔn)或者行業(yè)標(biāo)準(zhǔn)的；旅行社破產(chǎn)造成旅游者預(yù)交旅行費(fèi)損失的。
11、國(guó)內(nèi)旅行社業(yè)務(wù)包括那些范圍？
招徠我國(guó)旅游者在國(guó)內(nèi)旅游，為其代理交通、游覽、住宿、飲食、購(gòu)物、娛樂(lè)事務(wù)及提供導(dǎo)游等相關(guān)服務(wù)；為我國(guó)旅游者代購(gòu)、代訂國(guó)內(nèi)交通客票、提供行李服務(wù)；其他經(jīng)國(guó)家旅游局規(guī)定的與國(guó)內(nèi)旅游有關(guān)的業(yè)務(wù)。
12、旅行社年檢的內(nèi)容是什么？旅行社在本年檢中的企業(yè)基本情況、業(yè)務(wù)經(jīng)營(yíng)、人員管理、遵紀(jì)守法等情況。
13、旅行社年檢方式？書(shū)面審閱和實(shí)地檢查。
14、年檢結(jié)論有幾種？“通過(guò)業(yè)務(wù)年檢”、“暫緩?fù)ㄟ^(guò)業(yè)務(wù)年檢”、“不予通過(guò)業(yè)務(wù)年檢”三種。
15、請(qǐng)說(shuō)出四種以上暫緩?fù)ㄟ^(guò)業(yè)務(wù)年檢的情形。
⑴注冊(cè)資本、旅行社質(zhì)量保證金不足《條例》規(guī)定最低限額的；⑵歇業(yè)超過(guò)半年的；⑶以承包或掛靠等方式非法轉(zhuǎn)讓經(jīng)營(yíng)權(quán)或部分經(jīng)營(yíng)權(quán)的；⑷超范圍經(jīng)營(yíng)的；⑸未按規(guī)定組織管理人員及導(dǎo)游、領(lǐng)隊(duì)等從業(yè)人員教育培訓(xùn)或集中培訓(xùn)時(shí)數(shù)不夠規(guī)定標(biāo)準(zhǔn)，經(jīng)理資格證未達(dá)到要求的；⑹未按照規(guī)定投保旅行社責(zé)任險(xiǎn)的；⑺經(jīng)營(yíng)過(guò)程中有零團(tuán)費(fèi)、負(fù)團(tuán)費(fèi)現(xiàn)象的；⑻有重大投訴尚在調(diào)查處理過(guò)程中的；⑼年檢主管部門(mén)認(rèn)定的其他違反法規(guī)、規(guī)章的行為。
16、請(qǐng)說(shuō)出四種以上不予通過(guò)業(yè)務(wù)年檢的情形
⑴拒不按規(guī)定補(bǔ)足注冊(cè)資本、旅行社質(zhì)量保證金的；⑵未經(jīng)營(yíng)旅游業(yè)務(wù)超過(guò)一年的；⑶國(guó)際旅行社連續(xù)兩年未經(jīng)營(yíng)入境旅游業(yè)務(wù)的；⑷嚴(yán)重超范圍經(jīng)營(yíng)的；⑸以承包或掛靠等方式變相轉(zhuǎn)讓許可證，造成嚴(yán)重后果的；⑹連續(xù)兩年未按規(guī)定組織管理人員及導(dǎo)游、領(lǐng)隊(duì)等從業(yè)人員教育培訓(xùn)或集中培訓(xùn)時(shí)數(shù)不夠規(guī)定標(biāo)準(zhǔn)，經(jīng)理資格證未達(dá)到要求的；⑺發(fā)生嚴(yán)重侵害旅游者合法權(quán)益事件的；⑻拒不參加年檢的；⑼未建立合法、公開(kāi)的導(dǎo)游報(bào)酬機(jī)制，致使導(dǎo)游人員私拿回扣，造成惡劣影響的；⑽年檢主管部門(mén)認(rèn)定的其他嚴(yán)重違反法規(guī)、規(guī)章的行為。
17、旅行社從事旅游業(yè)務(wù)經(jīng)營(yíng)活動(dòng)，必須投保什么險(xiǎn)？旅行社責(zé)任保險(xiǎn)。
18、俗稱(chēng)的旅行社“賣(mài)團(tuán)”必須符合什么條件？征得旅游者書(shū)面同意。
19、請(qǐng)解釋導(dǎo)游人員的含義。
是指依照本條例的規(guī)定取得導(dǎo)游證，接受旅行社委派，為旅游者提供向?qū)?、講解及相關(guān)旅游服務(wù)的人員。
20、已經(jīng)取得導(dǎo)游資格證的人員在什么情形下不能取得導(dǎo)游證？
無(wú)民事行為能力或者限制民事行為能力的；患有傳染性疾病的；受過(guò)刑事處罰的，過(guò)失犯罪的除外；被吊銷(xiāo)導(dǎo)游證的。
21、導(dǎo)游證和臨時(shí)導(dǎo)游證的有效期？導(dǎo)游證的有效期為3年，臨時(shí)導(dǎo)游證的有效期限最長(zhǎng)不超過(guò)3個(gè)月，并不得展期。
22、無(wú)導(dǎo)游證進(jìn)行導(dǎo)游活動(dòng)的，應(yīng)當(dāng)如何處理？由旅游行政部門(mén)責(zé)令改正并予以公告，處1000元以上3萬(wàn)元以下的罰款；有違法所得的，并處沒(méi)收違法所得。
23、導(dǎo)游人員未經(jīng)旅行社委派，私自承攬或者以其他任何方式直接承攬導(dǎo)游業(yè)務(wù)，進(jìn)行導(dǎo)游活動(dòng)，應(yīng)當(dāng)如何處理？
由旅游行政部門(mén)責(zé)令改正，處1000元以上3萬(wàn)元以下的罰款；有違法所得的，并處沒(méi)收違法所得；情節(jié)嚴(yán)重的，由省、自治區(qū)、直轄市人民政府旅游行政部門(mén)吊銷(xiāo)導(dǎo)游證并予以公告。
24、導(dǎo)游人員進(jìn)行導(dǎo)游活動(dòng)時(shí)未佩戴導(dǎo)游證的，應(yīng)當(dāng)如何處理？由旅游行政部門(mén)責(zé)令改正；拒不改正的，處500元以下的罰款。
25、旅游行政管理部門(mén)對(duì)導(dǎo)游人員實(shí)行哪四種制度？資格考試制度和等級(jí)考核制度；計(jì)分管理制度和審核制度。
26、什么情況下導(dǎo)游資格證自動(dòng)失效？獲得資格證3年未從業(yè)。
27、社會(huì)主義職業(yè)道德的20字要求？愛(ài)崗敬業(yè)、誠(chéng)實(shí)守信、辦事公道、服務(wù)群眾、奉獻(xiàn)社會(huì)。
28、導(dǎo)游人員的行為規(guī)范有哪幾條？
忠于祖國(guó)，堅(jiān)持“內(nèi)外有別”原則；嚴(yán)格按規(guī)章制度辦事，執(zhí)行請(qǐng)示匯報(bào)制度；自覺(jué)遵紀(jì)守法；自尊、自愛(ài)，不失人格、國(guó)格；注意小節(jié)。
29、導(dǎo)游人員的基本職責(zé)？
按合同實(shí)施計(jì)劃；導(dǎo)游講解；交通食宿和安全；解惑和處理問(wèn)題；反饋意見(jiàn)和協(xié)助游客活動(dòng)。
30、導(dǎo)游身心健康內(nèi)容？
身體健康；心理平衡；頭腦冷靜；思想健康。
31、作為全陪，當(dāng)客觀原因需要變更計(jì)劃和日程時(shí)，應(yīng)作如何處理？
制定應(yīng)變計(jì)劃并報(bào)告，做好旅游者工作，適當(dāng)給予物質(zhì)補(bǔ)償。
32、縮短在某地的游覽時(shí)間，應(yīng)做哪些工作？
保證本地最有特點(diǎn)景點(diǎn)的游覽，及時(shí)通知下一站旅行社，向旅行社報(bào)告及時(shí)辦理退餐、宿、車(chē)事宜。
33、分析因主觀漏接的原因。
未按預(yù)定時(shí)間提前到達(dá)接站地點(diǎn)；將接站地點(diǎn)搞錯(cuò)；班次變更后導(dǎo)游仍按原計(jì)劃接團(tuán)；仍按舊時(shí)刻表接團(tuán)；舉牌接站的地方選擇不當(dāng)。
34、分析因客觀漏接的原因。
交通部門(mén)原因，旅游團(tuán)提前到達(dá)；上站旅行社、接待社及導(dǎo)游間溝通失誤；司機(jī)遲到；交通堵塞或以外事情發(fā)生；旅游者換乘其他航班。
35、如何預(yù)防漏接？
認(rèn)真閱讀計(jì)劃，核實(shí)交通工具及到達(dá)的準(zhǔn)確時(shí)間，提前抵達(dá)接站地點(diǎn)。
36、如何預(yù)防錯(cuò)接？
Ａ、熟悉接待計(jì)劃，客源地旅行社和目的地組團(tuán)旅行社的名稱(chēng)、團(tuán)號(hào)、人數(shù)、領(lǐng)隊(duì)姓名（無(wú)領(lǐng)隊(duì)的團(tuán)核實(shí)旅游者姓名）、下榻飯店等；B、提前到達(dá)接站地點(diǎn)迎候；C、接團(tuán)時(shí)認(rèn)真核實(shí)；D、提高警惕，嚴(yán)防社會(huì)其他人員非法接走旅游團(tuán)。
37、如何處理誤機(jī)？
立即報(bào)告請(qǐng)求協(xié)助，盡快聯(lián)系離開(kāi)本站，穩(wěn)定情緒食宿游覽，通知下站調(diào)整日程，解釋原因賠禮道歉，查清原因承擔(dān)責(zé)任。
38、如何預(yù)防誤機(jī)？
落實(shí)票據(jù)，核對(duì)無(wú)誤；臨行前不安排復(fù)雜的游覽、購(gòu)物或自由活動(dòng)；保證在規(guī)定的時(shí)間內(nèi)到達(dá)離站地點(diǎn)。
39、華僑丟失護(hù)照和簽證如何辦？
接待社證明，失主照片，失主報(bào)失并申請(qǐng)補(bǔ)辦新護(hù)照，持新護(hù)照到僑居國(guó)使領(lǐng)館辦理入境簽證手續(xù)。
40、丟失港澳居民來(lái)往內(nèi)地通行證應(yīng)如何處理？
持當(dāng)?shù)芈眯猩缱C明向遺失地的公安部門(mén)報(bào)失，由公安部門(mén)簽發(fā)一次性有效的《中華人民共和國(guó)出境通行證》。
41、丟失臺(tái)灣同胞旅行證明如何辦？
向公安局或僑辦報(bào)失，核發(fā)一次性有效的入出境通行證。
42、丟失中華人民共和國(guó)居民身份證的處理？
失主憑接待社證明到當(dāng)?shù)毓簿謭?bào)失，經(jīng)核實(shí)后開(kāi)具身份證明，機(jī)場(chǎng)安檢人員核準(zhǔn)放行。
43、如何處理證件財(cái)物被盜？
立即報(bào)案，協(xié)查線索力爭(zhēng)破案；協(xié)助失主持旅行社證明到當(dāng)?shù)毓簿珠_(kāi)具失竊證明書(shū)（出關(guān)查驗(yàn)或向保險(xiǎn)公司索賠）；周到服務(wù)安慰失主緩解不快情緒。
44、下飛機(jī)后發(fā)現(xiàn)丟失行李，如何處理？A、帶失主到機(jī)場(chǎng)失物登記處辦理行李丟失和認(rèn)領(lǐng)手續(xù)；B、將失主下榻的飯店名稱(chēng)及聯(lián)系電話告知登記處，并記下登記處的電話和聯(lián)系人；C、導(dǎo)游經(jīng)常詢(xún)問(wèn)尋找行李情況，并協(xié)助失主購(gòu)置必要的生活用品；D、導(dǎo)游應(yīng)幫助失主將接待社的名稱(chēng)、全程旅游線路及各地可能下榻的飯店名稱(chēng)轉(zhuǎn)告有關(guān)航空公司；E、如確系丟失，失主可向有關(guān)航空公司索賠。
45、在出站前領(lǐng)取行李時(shí)發(fā)現(xiàn)行李丟失，如何辦？帶失主到失物登記處辦理行李丟失和認(rèn)領(lǐng)手續(xù)；立即匯報(bào)旅行社，與機(jī)場(chǎng)、上一站旅行社、民航等單位聯(lián)系，積極尋找。
46、游覽時(shí)旅游者走失的處理？了解情況，迅速查找；立即報(bào)告，爭(zhēng)取幫助；與飯店聯(lián)系；向旅行社報(bào)告；做好善后工作；寫(xiě)出事故報(bào)告。
47、如何預(yù)防旅游者走失？做好提醒和備忘工作，做好各項(xiàng)安排的預(yù)報(bào)，時(shí)刻和旅游者在一起、經(jīng)常清點(diǎn)人數(shù)，導(dǎo)游集體密切配合，全陪和領(lǐng)隊(duì)主動(dòng)做好斷后工作，導(dǎo)游以高超的技巧和豐富的講解內(nèi)容吸引旅游者。
48、旅游者患一般疾病，應(yīng)怎樣處理？勸早就醫(yī)多休息，關(guān)心旅游者的病情，向旅游者講清看病費(fèi)用自理，嚴(yán)禁擅自給患者用藥。
49、旅游者在前往景點(diǎn)途中突患重病的處理？Ａ、就近送醫(yī)院；Ｂ、及早通知旅行社請(qǐng)求指示和派人協(xié)助；Ｃ、提醒領(lǐng)隊(duì)通知患者親屬及所在國(guó)使領(lǐng)館；Ｄ、找不到親屬時(shí)，按使領(lǐng)館的書(shū)面意見(jiàn)處理；Ｅ、安排好旅游團(tuán)其他旅游者的活動(dòng)，全陪繼續(xù)隨團(tuán)旅游。
50、如何預(yù)防交通事故的發(fā)生？關(guān)注車(chē)輛狀況，時(shí)間留有余地，提醒謹(jǐn)慎駕駛，阻止酒后開(kāi)車(chē)。
51、如何預(yù)防治安事故？提醒旅游者保密房號(hào)，建議旅游者貴重寄存，離車(chē)證件物品不遺留，清點(diǎn)人數(shù)不分開(kāi)，汽車(chē)半路不上客。
52、如何處理治安事故？保護(hù)人財(cái)，立即報(bào)警，及時(shí)報(bào)告，安定情緒，書(shū)面報(bào)告，協(xié)助善后。
53、旅游者中暑急救的步驟？Ａ、將患者平躺在陰涼通風(fēng)處，解開(kāi)衣裳，放松褲帶；Ｂ、可能時(shí)讓患者飲用含鹽飲料，對(duì)發(fā)燒者要用冷水或酒精擦身散熱，服用必要的防暑藥物；Ｃ、緩解后讓患者靜坐或靜臥休息。嚴(yán)重者在必要急救后應(yīng)立即送醫(yī)院。
54、旅游者急性心肌梗塞的處理？Ａ、就地平躺，頭部略高；Ｂ、請(qǐng)領(lǐng)隊(duì)或團(tuán)內(nèi)其他游客從患者口袋中尋找備用藥物，讓患者服用；撥打急救電話，待病情稍穩(wěn)定后送醫(yī)院。
55、旅游者個(gè)別要求處理的三項(xiàng)基本原則？合理而可能，認(rèn)真傾聽(tīng)耐心解釋?zhuān)鹬芈糜握卟槐安豢骸?/p>
56、旅游者要求親友隨團(tuán)活動(dòng)，如何處理？征得領(lǐng)隊(duì)和旅游團(tuán)其他成員的同意，到旅行社辦理入團(tuán)手續(xù)。
57、旅游者要求轉(zhuǎn)遞物品的處理？請(qǐng)旅游者簽寫(xiě)委托書(shū)，注明物品名稱(chēng)和數(shù)量；當(dāng)面清點(diǎn)簽字并留下收件人的通訊地址；收件人收到物品后要寫(xiě)收條并簽字蓋章；導(dǎo)游人員將委托書(shū)和收條一并上繳旅行社。婉拒食品及鮮活商品等。
58、導(dǎo)游服務(wù)中進(jìn)行旅游宣傳應(yīng)遵循的原則？積極主動(dòng)，因勢(shì)利導(dǎo)；實(shí)事求是，保守秘密；不卑不亢，求同存異。
59、民航運(yùn)輸飛行有哪幾種形式？班期飛行、加班飛行、包機(jī)飛行。60、機(jī)票的有效期及如何區(qū)別OK票和OPEN票？國(guó)內(nèi)國(guó)際機(jī)票有效期均為一年。OK票：已訂妥日期、航班和機(jī)座；OPEN票是不定期機(jī)票，乘機(jī)前持機(jī)票和有效證件到民航辦理頂座手續(xù)。
61、公路國(guó)道分別是哪幾類(lèi)？第一類(lèi)（1XX）以北京為中心，呈扇面輻射；第二類(lèi)（2XX）南北走向；第三類(lèi)（3XX）東西走向。
62、如何區(qū)分大中小型客車(chē)？橫排3座總15座以下為小，橫排4座總16-30座為中，橫排4個(gè)及以上總座31個(gè)及以上為大。
63、客輪艙室分為哪五等？一等軟臥1-2人，二等軟臥2-4人，三等軟臥4-8人，四等硬臥8-24人，五等硬臥。
64、兒童乘飛機(jī)、火車(chē)、客輪的半票條件分別是？飛機(jī)：2周歲-未滿(mǎn)12周歲，2周歲以下10%；火車(chē)：身高1.1-1.4米；客輪：身高1.1-1.3米。
65、鐵路車(chē)票是乘車(chē)憑證，也是什么憑證？旅客加入鐵路意外傷害強(qiáng)制保險(xiǎn)的憑證。
66、調(diào)節(jié)游客情緒的方法有哪幾種？補(bǔ)償法、轉(zhuǎn)移注意法、分析法。
67、導(dǎo)游講解必須遵循哪些原則？以客觀現(xiàn)實(shí)為依托的原則；針對(duì)性原則；靈活性原則。
68、突出重點(diǎn)法一般突出哪四點(diǎn)？突出大景點(diǎn)中具有代表性的景觀；突出景點(diǎn)的特征及與眾不同之處；突出游客感興趣的內(nèi)容；突出當(dāng)?shù)刈钪膬?nèi)容。
69、問(wèn)詢(xún)飛機(jī)和火車(chē)到達(dá)時(shí)間分別應(yīng)該提前多少時(shí)間？飛機(jī)2小時(shí)，火車(chē)1小時(shí)。
70、到機(jī)場(chǎng)和火車(chē)站接站，應(yīng)該提前多少時(shí)間？接站提前30分鐘，飛機(jī)提前20分鐘（散客）。
71、團(tuán)隊(duì)和散客送站的時(shí)間分別應(yīng)該提前多少？團(tuán)隊(duì)送站沿海及國(guó)際航班2小時(shí)、國(guó)內(nèi)90分鐘，火車(chē)1小時(shí)；散客送站國(guó)內(nèi)航班1小時(shí)，火車(chē)40分鐘。72、2002年是旅游整頓規(guī)范年，請(qǐng)問(wèn)什么是“三提高”？提高導(dǎo)游隊(duì)伍管理水平，提高旅行社規(guī)范經(jīng)營(yíng)水平，提高旅游環(huán)境管理水平。
73、導(dǎo)游IC卡計(jì)分管理制度從何時(shí)起實(shí)行？2002年1月1日起實(shí)行。
74、導(dǎo)游IC卡計(jì)分管理制度有幾種扣分類(lèi)型？共有27種違規(guī)扣分類(lèi)型。
75、有幾種情況將被扣10分并吊銷(xiāo)導(dǎo)游證？損害國(guó)家利益和民族尊嚴(yán)的言行的；誘導(dǎo)或安排旅游者參加黃、賭、毒活動(dòng)項(xiàng)目的；有毆打或謾罵旅游者行為的；欺騙、脅迫旅游者消費(fèi)的；未通過(guò)年審繼續(xù)從事導(dǎo)游業(yè)務(wù)的；因自身原因造成旅游團(tuán)重大危害和損失的。
76、在什么情況下導(dǎo)游人員可以調(diào)整或變更接待計(jì)劃？前提條件是什么？導(dǎo)游人員在引導(dǎo)旅游者旅行、游覽過(guò)程中，遇有可能危及旅游者人身安全的緊急情形時(shí)，經(jīng)征得多數(shù)旅游者的同意，可以調(diào)整或者變更接待計(jì)劃，但是應(yīng)當(dāng)立即報(bào)告旅行社。
77、導(dǎo)游人員在帶團(tuán)過(guò)程中，如何做好安全工作？導(dǎo)游人員在引導(dǎo)旅游者旅行、游覽過(guò)程中，應(yīng)當(dāng)就可能發(fā)生危及旅游者人身、財(cái)物安全的情況，向旅游者作出真實(shí)說(shuō)明和明確警示，并按照旅行社的要求采取防止危害發(fā)生的措施。
78、國(guó)家標(biāo)準(zhǔn)《導(dǎo)游服務(wù)質(zhì)量》對(duì)導(dǎo)游人員儀容儀表的要求？導(dǎo)游人員應(yīng)穿工作服或指定的服裝，服裝要整潔、得體。導(dǎo)游人員應(yīng)舉止大方、端莊、穩(wěn)重，表情自然、誠(chéng)懇、和藹，努力克服不合禮儀的生活習(xí)慣
第五篇：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(zhuān)業(yè)學(xué)校等事由異地居住、預(yù)期將返回戶(hù)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(zhuān)干，計(jì)生專(zhuān)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(xiě)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(xiāo)。要與流入流出的已婚育齡婦女簽訂計(jì)劃生育合同書(shū)。
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(jiàn)的邏輯錯(cuò)誤有哪些？
答：比較常見(jiàn)的邏輯錯(cuò)誤有：
1、分類(lèi)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(xún)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(hù)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(kāi)縣（市、區(qū)）戶(hù)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(hù)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(hù)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(xiě)《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(hù)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(shū)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(hù)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(shū)。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(xiě)姓名、身份證等信息，上傳包含申請(qǐng)表和承諾書(shū)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)?。?、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(shū)》（以承諾方式登記的才謄寫(xiě)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(shū)》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(zhuān)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(mén)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(zhuān)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(shū)；
17、財(cái)政預(yù)算表有流動(dòng)人口經(jīng)費(fèi)、專(zhuān)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(zhuān)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(shū)；
12、流出已婚育齡婦女計(jì)劃生育合同書(shū)；
13、出租屋、商鋪流動(dòng)人口計(jì)劃生育責(zé)任書(shū)；
14、用工單位流動(dòng)人口計(jì)劃生育責(zé)任書(shū)；
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?chē)?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(hù)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(hù)籍地村（居）委會(huì)簽定計(jì)劃生育合同書(shū)。
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(pán)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(pán)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(mén)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(mén)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)。
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