英语导游服务能力(现场200问-).docx

1、导游服务能力现场考试200问一、导游规范知识问答及参考答案（65问）1按业务范围区分，导游人员可分为哪几类？分为四类，分别是：(1)出境旅游领队人员；(2)全程陪同导游员：(3)地方陪同导游员；(4)旅游景区讲解员Differentiated by business, which kind of categories tour guides can be divided into?Divided into four categories, namely:(1) Tour leader.(2) National guide. (3) Local guide. (4) Tourist guide.

2、2熟悉团队是导游人员带团的第一步，它主要包括哪几方面的内容?主要包括三方面内容：(1)熟悉团员情况；(2)熟悉团队特点；(3)熟悉接待计划和行程特点。The first step of leading a group is being familiar with the team, what aspects of content it mostly consists of?Mainly includes three aspects:(1) Being familiar with group members.(2) Being familiar with team features. (3) B

3、eing familiar with hosting plans and trip characteristics.3在旅游团抵达的前一天，导游人员应主要落实哪些接待事宜？(1)与协作旅行社计调人员联系；(2)联系旅游车辆，确定接站时间；(3)核实团队住房及用餐预订情况；(4)掌握各种联系电话。What should the tour guide do before the arriving of the tourist group? (1) Confirm the vehicle the tourist group took and the accurate arrival time: As

4、k clear accurate time with the information office of the airports, train stations quay（码头） before setting out. (2) Fix the time and place with the tour bus driver: guarantee to arrive half an hour in advance; Tell the schedule and arrangement of time and activity to the driver on the way; after reac

5、hing the station fix the parking place. (3) Check the right arriving time of the tourist group once more: arrive at the airport, station or quay ahead of time. (4) Get in touch with the porter（行李员）: Notify the place that the luggage is sent to, and fix the parking place with the luggage van（行李车） dri

6、ver. (5) Receive the tourist group with signs or meeting boards at the station: meet the tourist at a striking（突出的） position at the station exit, indicate（标明） group name and number, leaders name or national guides name or name of tourist on the meeting board. 4导游人员接站服务程序主要分为哪几步个骤？(1)提前半小时到达接站地点；(2)手

7、持接站牌迎候客人；(3)核实团队；(4)集合登车；(5)清点行李和人数。The main station of tour guides service program, whichseveral steps are divided into ? ( 1 ) Half an hour early to pick up points. ( 2 ) hand-held stop sign to greet guests.( 3 ) Verify team.( 4 ) Board together.( 5 ) Invent the baggage and the number.5导游人员在团队用餐时应

8、及时巡视团队就餐情况，巡视的主要内容有哪些？(1)监督餐厅提供的餐食是否符合约定标准；(2)回答客人关于餐食方面的疑问；(3)了解客人对菜肴是否满意，以便以后有针对性地进行调整。Tour guides should be timely inspecting team in eating meals of the group. What are the main contents of inspection?(1) Supervise the meal in the restaurant whether is in conformity with the agreed standard.(2)

9、Answer questions about the meal.(3) Understand whether the customers satisfied with the dishes for later targeted adjustments.6如果游客在自由活动中买到假冒伪劣商品，导游人员应该如何处理？(1)应积极主动协助游客退货并索赔，努力维护游客的合法权益；(2)事后，将经过向旅行社做汇报；(3)后续行程中多向游客宣讲自由活动时购物的注意事项，多做提醒工作。Whatthelocalguideshouldpayattentiontowhengoshopping? Model: (1

10、) Abidebytherulesofthetravelagencyrigorously(严格的). (2) Knowthetouristswell,andtaketide(趋势)attheflood. (3) Beagoodguidewhileshopping.(4) Protectthetouristsbenefitsactively. 7欢送词的主要内容包括哪几点？(1)回顾行程；(2)表达惜别之情；(3)感谢游客的配合，征求游客的意见和建议；(4)就行程中服务不到位的地方向客人致歉，请予包涵和理解；(5)表达祝愿，期盼重逢。Deliver a farewell speech, incl

11、uding that:(1) Recalling trips.(2) Express the feeling of reluctance to part.(3) Thanks to tourist cooperation, and seek the views and suggestions of visitors.(4) Where services are not in place on the journey apologized to the guests for your indulgence and understanding.(5) Express wishes, hope on

12、ce again.OR: Deliver a farewell speech: including that feels reluctant to part.表示惜别.expresses gratitude to cooperation.感谢合作 reviews traveling.回顾旅程solicits the suggestion.征求意见 looks forward to meeting.期盼相逢8旅游车行驶途中，地陪应进行途中导游服务，主要包含哪些环节？(1)讲解当日活动安排；(2)沿途风情、风光导游；(3)互动，活跃气氛；(4)到达景区前介绍景区概况，激发游兴。What shoul

13、d a local guide do on the way to a certain scenic area? (1) Inform the tourists of the itinerary of the day again including the time and place of meals, report the time of reaching the tour site. Report the news if necessary. (2) Comment on the local customs and scenery along the way and answer ques

14、tions. (3) Give the group a brief introduction to the tourist destination, especially the historical value and feature, rousing their curiosity of the tour site. (4) Organize entertainment activities, promoting friendship between the local guide and the tourists.9地陪导游人员在景区内的服务主要包含哪些环节？(1)强调集合时间、地点，提

15、醒游览注意事项；(2)购票入园；(3)景区内开展导游讲解，并注意清点团队人数；(4)处理突发事件；(5)景区游览时，地陪导游人员应全程随团服务。Which links are mainly included when a tour guide services in one scenic area?(1) Emphasize the collection time and place, to remind Visiting Attractions. (2) Buy tickets to the Park.(3) Begin the scenic guide, and count the num

16、ber of teams carefully.(4)Handle emergencies.(5) When tour at the scenic, the local guide should accompany with the team for full-mission service.When tours arrive at attractions, what should tour guide do?1. Give a highly generalization for the scenic content. 2. Notify notes of the attraction, res

17、idence time, collection time and place, feature of the tourist bus. 3. Explain the sights in detail within the planned time and cost.4. After the tour, give a summary. 5. Before get off the bus, remind tourists take their belongings, next day forecast, activities, collection time and place.10. 旅游团完成

18、游览项目并结束当地行程后，地陪应提供送站服务，主要包括哪些环节？(1)介绍海关、边检或运输部门相关规定；(2)致欢送词；(3)提前到达机场、车站或码头；(4)办理交通票据，引领团队到安检区或检票口；(5)处理善后事宜。Tour after completing tours and put an end to one of the local tour, the local guide should offer the delivery service, including which links?(1) Introduce customs and border protection, or t

19、he relevant provisions of the transport sector.(2) To a farewell speech.(3) Arrive to the airport, station or wharf beforehand. (4) Get the traffic tickets, leading the team to a security zone or a wicket.(5) Handle the aftermath.What should the guide do while seeing off the tourists? (1) Deliver a

20、farewell speech: including that feels reluctant to part表示惜别, expresses gratitude to cooperation感谢合作, reviews traveling回顾旅程, solicits the suggestion征求意见, looks forward to meeting期盼相逢. (2) Reach the airport ahead of time: international flight should be 2 hours in advance, domestic flight should be 90

21、mins in advance, and train should be 60 mins in advance.(3) Go through leaving formalities including delivering transport tickets, checking the luggage. After the group leaving, the local guide can leave.办理离站手续 11全陪导游人员在陪同团队过程中，应做好哪些工作？(1)与地接社和地陪的衔接工作；(2)团队事务的参与工作；(3)服务质量监督工作；(4)途中问题协调工作；(5)全程安全管理工作

22、。What a national guide should do when accompanying with the team?(1)The connection work between the travel agency and the local guide.(2) Involved in team affairs.(3) Quality of service monitoring.(4) Problems on the way coordination.(5) The security management during the full tour.12. “合理而可能”原则是导游人

23、员处理游客个别要求的出发点，“合理”是指什么？(1)游客的要求不违法，符合中国人的道德规范，符合导游人员的职业道德；(2)游客的要求不违反旅游协议合同，不改变既定行程；(3)虽然造成合同的部分更改或预订的改变但游客愿意支付相关费用。Reasonable and probable principle is a starting point that guides to deal with visitors individual requirements, what the meaning of reasonable?(1) The requirements of visitors are not

24、 illegal, with Chinese ethics, compliance with professional ethics of tour guide.(2) The tourists do not breach of the tourism agreement contract, and does not change the established travel.(3) Although part of the contract changes or the book changes. But visitors are willing to pay the related cos

25、ts.13. 游客提出想邀请其亲友随团旅游，导游人员应如何处理？(1)看旅游车是否有空座；(2)征得全陪或领队以及其他游客的同意；(3)核实亲友的身份；(4)请示旅行社批准；(5)收取相关费用。If a tourists relative wishes to join the tour group, what are the procedures a guide must accomplish?(1) Provide that there are empty seats of the coach or other vehicles available.(2) The guide should

26、first get allowance from the tour leader and group members.(3) Verify the identity of relatives and friends.(4) Upon approval of the travel agency, the guide is expected to ask the tourist to register.(5) Collect the appropriate travel expenses, and provide the necessary documentation. 14. 发生漏接事故时，导

27、游人员应如何处理？(1)首先应如实地向游客说明原委；(2)诚恳地赔礼道歉；(3)积极主动开展工作，争取用热情周到的服务重新赢得游客的信任。How a tour guide to handle with the accident that the guide is not present when tourists arrive? (1) First, give an explanation of the event to visitors.(2) Sincerely apologize.(3) Actively work towards using warm and thoughtful se

28、rvice to win the trust of visitors.15. 旅游活动计划和日程的变更主要表现为哪三种结果？(1)延长在当地的旅游日程；(2)缩短在当地的游览日程；(3)被迫改变部分行程计划。Which three main changes of tourism plan and schedule mainly perform?(1) Extension of local travel schedule.(2) A reduction in local tour schedule.(3) Forced to change part of the itinerary.16. 地陪

29、在首站赴饭店途中的导游服务主要包含哪些环节？(1)致欢迎词；(2)说明相关事项；(3)介绍本地概况和沿途风光；(4)介绍饭店概况。Which links are included when a local guide services to a group on the way to the first hotel?(1)Give a welcome speech. (2) Describe the relevant matters.(3) Introduce local profiles and the scenery. (4) Introduce the hotel profile.17.

30、 领队服务中，海外紧急情况的预防和处理主要应注意哪些细节？(1)领队人员应牢固树立安全意识；(2)引导游客尊重当地居民和民俗；(3)时刻提醒游客防范旅游风险；(4)果断处理各种突发情况，将游客的人身安全放在第一位。A tour leader in service, what details should pay attention to due to overseas emergency prevention and treatment?(1) The tour leader should foster safety awareness. (2) Guiding tourists to res

31、pect the local population and folklore.(3)Reminding tourists is against travel risks.(4)Dealing a variety of emergency situations decisively, and putting the personal safety of visitors in the first place.18. 酒店火灾事故中，如果团队被大火和浓烟包围，导游人员引导游客自救的方法有哪些？(1)稳定游客情绪，提醒游客不要乘坐电梯逃生；(2)用毛巾捂住口鼻，身子尽量贴近地面，沿墙根匍匐爬行；(3)如大火封闭房门，可