第一篇：账户贵金属业务知识问答
中国工商银行账户贵金属业务知识问答
第一部分 产品知识
1.什么是账户贵金属？
中国工商银行账户贵金属，是工行为个人客户提供的，采取只计份额、不提取实物贵金属的方式，以人民币或美元买卖贵金属份额的投资交易产品。
2.账户贵金属有哪些交易品种？
账户贵金属交易品种包括账户黄金、账户白银、账户铂金和账户钯金。
3.账户贵金属最小交易数量是多少？
以人民币买卖账户贵金属的交易起点数量为1克，交易最小递增单位为0.1克；以美元买卖账户白银的交易起点数量为1盎司，以美元买卖其它账户贵金属（金、铂、钯）的交易起点数量为0.01盎司，交易最小递增单位均为0.01盎司。
4.客户按照什么价格买卖账户贵金属？
我行在综合考虑全球相关贵金属市场价格走势、国内人民币汇率走势、市场流动性等因素的基础上向客户提供账户贵金属交易报价，具体分为银行买入价和银行卖出价，其中银行卖出价是客户买入账户贵金属的价格，银行买入价是客户卖出账户贵金属的价格。在同一时点对于同一品种，银行卖出价要高于银行买入价。
5.客户买卖账户贵金属是否支付手续费？
客户按照我行交易报价买卖账户贵金属，我行不另行收取手续费。
6.客户可以使用哪些币种买卖账户贵金属？
目前，客户可使用美元（包括现钞、现汇）或人民币买卖账户贵金属。美元账户贵金属和人民币账户贵金属分别报价。
7.以美元买卖账户贵金属是否区分钞汇？
客户以美元资金买卖账户贵金属，可选择使用现钞或现汇。客户使用现钞或现汇买卖账户贵金属的价格相同，但美元现钞和现汇不能通过买卖账户贵金属相互转换，以美元现钞买入的账户贵金属在卖出后的资金仍为美元现钞，以美元现汇买入的账户贵金属在卖出后的资金仍为美元现汇。
第二部分 开销户
8.哪些客户适合开办账户贵金属交易？
具有完全民事行为能力且具备相应风险承受能力以及满足产品适合度评估的个人客户均可向我行申请开办账户贵金属交易。
9.怎样申请开办账户贵金属交易？
客户可通过工行营业网点或电子银行渠道申请开办账户贵金属交易。
客户在申请开办账户贵金属交易前，需认真阅读并承诺遵守《中国工商银行账户贵金属产品介绍》、《中国工商银行账户贵金属交易规则》等文件，充分了解账户贵金属产品的特点及相关风险；客户申请开办账户贵金属交易业务，须接受我行风险承受能力评估和投资交易类产品适合度评估，符合条件的方可开办。
客户与我行签署《中国工商银行账户贵金属交易协议》，并指定本人在我行开立的个人多币种借记卡作为买卖账户贵金属的资金账户，即完成开办手续。
10.进行账户贵金属交易需开立哪些账户？
（1）资金账户。客户须指定本人在我行开立的个人多币种借记卡作为资金账户，用于核算买卖账户贵金属的资金收付。
（2）交易账户。客户第一次买卖账户贵金属时，我行系统自动为其开立交易账户，用于核算买卖账户贵金属数量的收付。该账户分设多个相互独立的子账户，对应不同的账户贵金属品种。
（3）保证金账户。对于以先卖出后买入方式进行账户贵金属交易的客户，我行系统自动为其开立保证金账户，用于交易保证金的收付和损益核算。
11.怎样注销账户贵金属业务？
客户如不再办理账户贵金属业务，需撤销所有未成交的交易挂单，卖出账户贵金属交易账户所有余额，并注销交易账户。客户完成账户贵金属业务注销后，其与我行签署的《中国工商银行账户贵金属交易协议》随即终止。
第三部分 交易操作
（一）交易基础
12.客户可以从哪些渠道进行账户贵金属交易？
目前客户可以通过我行电子银行渠道（包括网上银行、手机银行、电话银行）及开办此业务的营业网点进行账户贵金属交易。
13.账户贵金属在什么时间交易？
目前我行电子银行渠道的账户贵金属交易时间如下：
周一：07：00～24：00。
周二至周五：00：00～24：00。
周六：00：00～04：00。
营业网点的交易时间为周一至周五开办此业务营业网点的实际营业时间。
14.账户贵金属有哪些交易类型？
账户贵金属交易有先买入后卖出和先卖出后买入两种交易类型。如客户预期未来贵金属价格上涨，可选择先买入后卖出交易，通过低买高卖获得价差收益；如预期未来贵金属价格下跌，可选择先卖出后买入交易，通过高卖低买获得价差收益。
15.账户贵金属有哪些交易方式？
账户贵金属产品有实时交易、挂单交易、定投交易、转换交易等多种交易方式。
16.客户在交易日内是否可以进行反复买卖？
账户贵金属采取T+0交易模式，即客户买入的账户贵金属可在当日卖出，客户卖出账户贵金属获得的资金可在当日继续买入，因此客户在交易日当天可进行多次账户贵金属交易。
（二）先买入后卖出交易
17.什么是先买入后卖出交易？
先买入后卖出交易指客户先买入账户贵金属，再卖出已买入账户贵金属的交易。
18.买入开仓和卖出平仓分别是指什么？
客户以先买入后卖出交易方式买入账户贵金属称为买入开仓，卖出账户贵金属称为卖出平仓。
19.账户贵金属交易可进行杠杆操作吗？
账户贵金属交易不可进行杠杆操作，客户须提供全额交易资金进行交易。
20.账户贵金属能否用于质押贷款？
客户以先买入后卖出交易方式买入并持有的账户贵金属可按照中国工商银行质押贷款管理的相关规定办理质押贷款。
（三）先卖出后买入交易
21.什么是先卖出后买入交易？
先卖出后买入交易指客户首笔交易为卖出交易，然后在卖出的数量内部分或全部买入账户贵金属的交易。
22.卖出开仓和买入平仓分别是指什么？
客户以先卖出后买入交易方式卖出账户贵金属称为卖出开仓，买入账户贵金属称为买入平仓。
23.先卖出后买入交易对保证金比例有何要求？
客户进行账户贵金属先卖出后买入交易，在卖出交易前，应提供100%交易保证金（保证金金额等于卖出开仓数量乘以卖出价格）。当客户保证金比例小于或等于50％时，我行将通过手机短信方式对客户进行提示（客户须在我行预留本人手机号码）；当客户保证金比例小于或等于20％时，我行可进行全额强制平仓。保证金比例计算公式为：（保证金账户金额+账面盈亏）÷卖出账户贵金属冻结保证金×100%。
例如，某客户5月9日在转入保证金账户3000元人民币后，以300元/克价格卖出10克账户黄金。未来假如账户黄金价格上涨到450元/克，客户账面盈亏为-1500元，保证金比例为50%，我行系统向客户发送短信提示应补充保证金。假如该期产品价格继续上涨到540元/克时，客户账面盈亏为-2400元，保证金比例达到20%，我行可对客户交易账户中卖出的10克账户黄金强制买入平仓，并将剩余清算资金划入客户保证金账户。
24.先卖出后买入交易和先买入后卖出交易的账户贵金属数量可否混用？
客户进行先买入后卖出交易和先卖出后买入交易两种方式相互独立，分别操作，对应的交易账户分为两个相互独立的交易子账户，所记载的账户贵金属数量不能累加或相互抵消。也即，客户通过先买入后卖出方式买入的账户贵金属，只可通过先买入后卖出方式的卖出平仓交易卖出；客户通过先卖出后买入方式卖出的账户贵金属，只可通过先卖出后买入方式的买入平仓交易进行平仓。
（四）挂单交易
25.账户贵金属的挂单交易方式具体有哪些？
账户贵金属产品有获利挂单、止损挂单、双向挂单、循环挂单、一对多挂单、触发挂单和追加挂单等挂单交易方式。其中循环及追加挂单不适用于先卖出后买入交易类型。
26.账户贵金属挂单的有效期是多久？
账户贵金属挂单的有效期包括24小时、48小时、72小时、96小时、120小时、当周有效和30天，其中当周有效的失效时间为当周六早4点，30天的有效期为720小时。挂单有效期均连续计算，即挂单期间若遇节假日或其他原因，中国工商银行暂停开展账户贵金属交易业务，则暂停交易的时间仍计入挂单有效区间。
例如，客户于周五中午12:00成功提交了一笔有效期为72小时的挂单，则该笔挂单将于下周周一的中午12:00到期，周六和周日的非交易时间并不从挂单有效期中扣除。
客户的挂单交易可于暂停交易期间失效。例如，客户于周五中午12:00成功提交了一笔有效期为24小时的挂单，若期间市场价格始终未达到成交条件，则该笔挂单将于周六中午12:00自动失效，不受此时处于非交易时间的影响。
27.什么是获利挂单？
获利挂单是指挂单价格优于实时交易报价的挂单，即客户挂单买入价低于当前银行卖出价或客户挂单卖出价高于当前银行买入价，当交易报价达到客户挂单价格时按挂单价格成交。
例如，当前人民币账户黄金银行卖出价为320元/克，客户提交以310元/克买入10克账户黄金的挂单交易申请，该挂单即为获利挂单。客户该笔挂单被受理后，系统将冻结客户资金账户3100元人民币资金。挂单有效期内，如我行报价触及310元/克，我行将为客户达成买入交易，否则挂单到期失效并对其资金账户相应资金进行解冻。
28.什么是止损挂单？
止损挂单是指挂单价格劣于实时交易报价的挂单，即客户挂单卖出价低于当前银行买入价或客户挂单买入价高于当前银行卖出价，当交易报价达到客户挂单价格时按挂单价格成交。
例如，当前人民币账户白银银行买入价为5.7元/克，客户提交以5.5元/克卖出100克账户白银的挂单交易申请，该挂单即为止损挂单。客户该笔挂单被受理后，系统将冻结客户交易账户100克账户白银。挂单有效期内，如我行报价触及5.5元/克，我行将为客户达成卖出交易，否则挂单到期失效并对其交易账户相应账户白银进行解冻。
29.什么是双向挂单？
双向挂单是指同时设立的一个获利挂单和一个止损挂单组合。双向挂单中的任意一项挂单成交，另一项挂单即自动失效。
例如，当前人民币账户黄金银行卖出价为320元/克，客户同时提交以310元/克买入10克账户黄金的获利挂单和以330元/克买入10克账户黄金的止损挂单，该挂单即为双向挂单。挂单有效期内，如我行报价先触及310元/克，我行将按该价格为客户达成买入交易，相应止损挂单自动失效。同样，如我行报价先触及330元/克，我行将按该价格为客户达成买入交易，相应获利挂单自动失效。
30.什么是循环挂单？
循环挂单指客户同时订立交易品种相同、挂单数量相同、交易方向相反、以及挂单买入价低于挂单卖出价的首、次笔两笔挂单。当中国工商银行相应报价达到首笔挂单价格时，首笔挂单成交，同时次笔挂单生效，之后当中国工商银行相应报价达到次笔挂单价格时，次笔挂单成交，同时首笔挂单再次生效，依次循环。挂单到期或客户撤销挂单，循环挂单失效。
例如，当前人民币账户白银银行买入价为5.73元/克，银行卖出价为5.77元/克。客户设立首笔为以5.6元/克买入10克账户白银、次笔为以5.8元卖出10克账户白银的循环挂单。当银行卖出价触及5.6元/克时，我行将按该价格为客户达成买入交易，次笔挂单生效；之后当银行买入价再次上涨至5.8元/克时，我行将按该价格为客户达成卖出交易，首笔挂单再次生效。依此循环往复，直到挂单有效期结束或客户取消挂单。
31.什么是一对多挂单？
一对多挂单指客户同时订立交易币种相同、交易品种不同、交易方向相同、按选择顺序排列的两个或两个以上一系列挂单。当中国工商银行相应报价达到其中一笔挂单的挂单价格时，该笔挂单成交，其他挂单失效；当相应报价同时达到多笔挂单的挂单价格时，排序最前的挂单成交，其他挂单失效。一对多挂单最多只能同时订立6个挂单。
例如，当前人民币账户黄金银行买入价为318元/克，人民币账户白银银行买入价为5.70元/克，人民币账户铂金银行买入价为315元/克，客户同时持有上述品种的账户贵金属，因有3.2万元流动资金需求拟卖出部分账户贵金属，设立了一笔一对多卖出挂单，卖出顺序为黄金100克、白银5518克、铂金101克，挂单价格分别为320元/克、5.8元/克和317元/克。挂单有效期内，如账户白银价格率先上涨触及挂单价格，我行为客户达成账户白银卖出交易，同时账户黄金、铂金的卖出挂单自动失效；如账户黄金和账户白银价格同时触及挂单价格，因黄金挂单顺序先于白银，我行为客户达成账户黄金卖出交易，同时账户白银、铂金的卖出挂单自动失效。
32.什么是触发挂单？
触发挂单指客户订立以触发价格为生效条件的挂单，当中国工商银行相应报价达到触发价格时，交易挂单生效，之后当中国工商银行相应报价达到交易挂单价格时，交易挂单成交。
例如，当前人民币账户白银银行卖出价为5.77元/克，客户为确认白银上涨趋势，设立了一笔触发挂单，触发价格为5.82元，挂单价格为5.80元，数量为100克。挂单有效期内，如账户白银价格上涨触及5.82元，挂单生效并在当价格回落至5.80元时，为客户达成100克账户白银买入交易。
33.什么是追加挂单？
追加挂单指客户在获利挂单、止损挂单、双向挂单（统称主挂单）的基础上附加另一挂单，该挂单可以为获利挂单、止损挂单或双向挂单之一。追加挂单买卖方向须与主挂单买卖方向相反。追加挂单属于或有挂单，需与主挂单一并订立，并仅在主挂单成交后生效，当主挂单为双向挂单时，客户仅可选择在获利或止损一方追加挂单，双向挂单成交时，只有在主挂单成交方向追加的挂单才能生效。
例如，当前人民币账户黄金银行卖出价为319元/克，客户已设立一笔获利挂单，以317元/克买入10克账户黄金。客户在该获利买入挂单的基础上设立了一笔追加挂单，以322元/克卖出10克账户黄金。挂单有效期内，如账户黄金价格触及317元/克，我行为客户达成10克账户黄金买入交易，同时追加挂单生效，当挂单有效期内，账户黄金价格再上涨到322元/克时，我行为客户达成10克账户黄金卖出交易。
（五）定投交易
34.什么是定投交易？
定投交易指客户设定定投计划，约定在一定期限内，以固定频度按照计划数量或金额定期买入账户贵金属的交易。
例如，客户可设定按日定投10克账户白银的定投计划，我行将在客户选择的定投计划有效期内，在每个账户白银交易日按当日定投价格为客户自动买入10克账户白银，并累积于客户交易账户中。再如，客户可设定按月定投100美元账户黄金的定投计划，我行将在客户选择的定投计划有效期内，每月在客户选择的固定定投日按当日定投价格为客户自动买入价值约100美元的账户黄金，并累积于客户交易账户中。
35.账户贵金属定投交易方式有哪些？
客户办理账户贵金属定投计划，根据方式和周期不同有多种类型组合。
定投计划按方式分为按计划数量定投和按计划金额定投。按计划金额定投指客户以固定金额设定的定投计划。按计划数量定投指客户以固定数量设定的定投计划。
定投计划按周期分为按日定投和按月定投。按日定投指客户设定定投计划后，按照客户设定的定投计划要素每日执行定投计划。按月定投指客户设定定投计划后，按照客户设定的定投计划要素在每月的某一指定日执行定投计划。
36.账户贵金属定投交易的价格如何确定？
我行以定投交易日16：00我行账户贵金属即期卖出价作为当日的定投交易价格。
37.账户贵金属定投计划的期限有哪些？
定投计划的有效期限分为一年、三年、五年、八年和无固定期限。
38.客户可设置多个账户贵金属定投计划吗？
单个客户可以根据需要设定多个定投计划，但数量最多不超过30个。
39.客户是否只能在账户贵金属交易时间内设置定投计划？
无论在交易时间或非交易时间，客户均可设定账户贵金属定投计划。
40.账户贵金属定投交易的起点是多少？
对于人民币账户贵金属，按计划数量定投交易起点数量为1克，交易最小递增单位为0.1克；按计划金额定投交易起点金额100元，交易最小递增单位为100元。
对于美元账户贵金属，按计划数量定投交易起点数量为0.01盎司，交易最小递增单位为0.01盎司；按计划金额定投交易起点金额10美元，交易最小递增单位为10美元。
41.如何修改或终止账户贵金属定投计划？
客户可在任意一天（除15：00至17：00期间）通过我行柜面或电子银行渠道，对已经制定的定投计划进行修改或终止。此外客户设立的定投计划如果连续三期未能正常执行，则该定投计划自动终止。
（六）转换交易
42.什么是转换交易？
转换交易指客户将持有的一种账户贵金属按照中国工商银行相应转换率报价转换成另一种账户贵金属的交易。
例如，客户原持有人民币账户黄金，因其预期账户铂金价格上涨将超过账户黄金，即可按照我行的转换率报价将账户黄金即时转换为账户铂金。
43.账户贵金属转换的价格怎样确定？
账户贵金属转换依照我行公布的账户贵金属转换率报价进行。转换率即转出账户贵金属的转出价与转入账户贵金属的转入价之比。转出价指客户转出账户贵金属的银行买入价。转入价指客户转入账户贵金属的银行卖出价。
44.通过转换交易可以将人民币账户贵金属品种转换为美元账户贵金属品种吗？
账户贵金属转换仅允许人民币账户贵金属品种之间或美元账户贵金属品种之间的转换，即人民币账户黄金仅能转换为人民币账户白银（铂金、钯金），而不能转换为美元账户白银（铂金、钯金）；同样美元账户黄金也不能转换为人民币账户白银（铂金、钯金）等。
（七）查询
45.怎样查询账户贵金属产品信息？
客户可通过中国工商银行官方网站（http://www.xiexiebang.com）及开办此业务的营业网点查询账户贵金属产品信息。
46.怎样查询账户贵金属的交易明细？
客户可以登陆网上银行，通过账户贵金属“查询交易明细”功能查询自己买卖账户贵金属的历史交易明细。
47.怎样查询账户贵金属产品持有数量及浮动盈亏情况？
客户可以登陆网上银行，在“我的账户贵金属”栏目下查看持有的账户贵金属币种、数量及浮动盈亏情况。
第四部分 业务风险
48.买卖账户贵金属的主要风险是什么？
客户参与账户贵金属交易主要面临贵金属价格波动风险。受国际上各种政治、经济因素及突发事件影响，贵金属价格可能发生剧烈波动，从而使客户存在投资亏损的可能性。客户应关注相关市场价格变化，谨慎交易。
49.进行账户贵金属交易还需要关注哪些风险？
客户进行账户贵金属交易除关注市场风险外，还应当注意可能面临的流动性风险、汇率风险、操作风险、政策风险、突发事件风险、以及其他或有风险。请仔细阅读产品介绍与业务协议中的相关提示。
注：本知识问答所列信息仅供客户参考，不构成任何投资或交易建议。客户办理账户贵金属买卖业务具体应以《中国工商银行账户贵金属产品介绍》、《中国工商银行账户贵金属交易规则》和《中国工商银行账户贵金属交易协议》为准。
黄金递延业务
适用对象 特色优势 开办条件 开通流程 服务渠道与时间 操作指南注意事项 名词解释
业务简述
个人网上银行实物黄金递延业务即Au（T+D）为我行个人网银客户提供可以通过我行网上银行实现注册变更、委托申报、交割申报、中立仓申报以及以上交易的查询和撤销功能，此外，客户也可以通过网上银行查询到黄金账户资金、黄金库存以及指令和盈亏等情况。[返回页首]
适用对象
对投资黄金感兴趣、具有较高风险承受能力的个人客户。[返回页首]
特色优势
在黄金递延投资的过程中，您不仅可以通过低买高卖的方式赚取差价获得利润，同时还可以通过卖空的方式在黄金价格下降的过程中获得利润。另外在交易过程中，除交割环节外，不需要全额支付交易金额，为您获取更高的收益提供了杠杆效应。[返回页首]
开办条件
只要是通过身份证或者是护照开立网上银行的客户都有可能参与到黄金递延业务中，成为黄金递延产品的投资者。[返回页首]
开通流程
首先可通过指定网点柜台办理代理实物黄金账户的注册开户。也可以开立个人网上银行，进行代理实物黄金账户的注册开户。在金交所返回黄金账户注册成功的信息后，在网上银行通过个人贵金属延期交易业务的风险评估后签订黄金递延协议，即可进行Au（T+D）业务的操作。代理实物黄金开户需要收取一定的开户手续费。[返回页首]
服务渠道
“金融@家”个人网上银行。[返回页首]
操作指南
[返回页首]
Au（T+D）合约交易时间
交易时间为上海黄金交易所开市时间，即周一至周五（国家法定节假日及交易所公告的休市日除外），其中：
夜市：20：50—次日凌晨2：30（周一—周四）；
上午：09：00—11：30（周一—周五）；
下午：13：30—15：30（周一—周五）。
每个交易日首场交易开市前十分钟为延期合约集合竞价时间。各交易日15：00—15：30可进行贵金属现货延期交收合约交收申报，15：31—15：40为中立仓申报时间。
夜市交易时段与第二天上午和下午交易时段为一个完整交易日，但周一仅上午、下午交易时间段为一个完整交易日。[返回页首]
常见问题
1、为什么卖开仓比买开仓多冻结保证金
客户在实际交易过程中，卖开仓的实际成交价有可能高于客户的挂单价，所以我行在客户进行卖开仓操作时，多冻结客户客户保证金。
卖开仓冻结资金=（委托价＋当日涨停价－当日跌停价）×委托数量×保证金比例
待客户实际成交后，以实际成交价格扣划客户保证金。
2、资金到账可用时间是什么时候？
T+1日，客户应注意，根据上海黄金交易所规定，晚间交易属于第二天的交易，所以客户在晚间交易的资金到账时间以第二天为基数再加一天，遇节假日顺延。[返回页首]
风险提示
黄金行情受政治、经济等因素及突发事件的影响，经常处于剧烈的波动之中，同时Au（T+D）交易具有杠杆机制，机遇与风险共存，客户因充分认识到投资的风险，对自己的投资行为承担一切后果和责任。[返回页首]
注意事项
实物黄金递延账户与代理实物黄金共用一个账户，如您已注册过代理实物黄金账户，则可直接进行风险评估和递延协议的签订，无需重复注册。[返回页首]
名词解释
1.买入开仓：根据AU(T+D)品种的行情，建立多头合约，按固定比例支付保证金后增加多头合约。
2.卖出开仓：根据AU(T+D)品种的行情，建立空头合约，按固定比例支付保证金后增加空头合约。
3.买入平仓：根据AU(T+D)品种的行情，将空头合约进行平仓，减少所持有的空头合约，释放相应冻结的保证金，并获得交易盈亏。
4.卖出平仓：根据AU(T+D)品种的行情，将多头合约进行平仓，减少所持有的多头合约，释放相应冻结的保证金，并获得交易盈亏。
第二篇：中国工商银行账户贵金属交易规则
中国工商银行账户贵金属交易规则
（2015年版）
第一条 开办规则
客户开办账户贵金属交易前，应接受中国工商银行的风险承受能力评估和产品适合度评估，风险承受能力评估结果为“平衡型”、“成长型”、“进取型”之一且产品适合度评估结果为“适合”的，方可申请开办。
申请开办账户贵金属交易的客户，须充分了解账户贵金属产品的特点及相关风险，认真阅读并承诺遵守《中国工商银行账户贵金属产品介绍》（以下简称产品介绍）以及本规则的全部内容，愿意且有能力承担上述风险造成的后果，签署《中国工商银行账户贵金属交易协议》，并指定本人在中国工商银行开立的个人多币种借记卡或结算账户活期存折作为账户贵金属交易的资金账户。
第二条 交易规则
客户可通过电子银行或营业网点向中国工商银行提交账户贵金属交易指令。客户通过电子银行渠道提交交易指令，须按照电子银行系统预设条件指示正确、完整、真实地填写电子指令信息，由电子银行渠道按照系统预设条件判断无误后，直接受理并办理。
（一）先买入后卖出交易
客户实时买入开仓，中国工商银行将从其资金账户中扣减相应的资金（买入开仓数量乘以成交价格），同时在交易账户中增加相应的账户贵金属数量。客户实时卖出平仓，中国工商银行将从其交易账户中扣减相应的账户贵金属数量，同时在其资金账户中增加相应的资金（卖出平仓数量乘以成交价格）。实时交易实行成交价格确认机制，即客户按照参考交易价格提交实时交易申请指令后，中国工商银行向客户反馈拟成交价格，如客户未在有效时间内确认或市场波动较大，则该价格失效，客户须重新提交交易申请指令。
客户挂单买入开仓，中国工商银行将在客户挂单生效时冻结其资金账户中相应资金（挂单买入开仓数量乘以挂单价格），挂单买入开仓成交后，增加交易账户中相应账户贵金属数量，并解冻和扣减相应冻结资金。客户挂单卖出平仓，中国工商银行将在客户挂单生效时冻结交易账户中相应账户贵金属数量，挂单卖出平仓成交后，解冻并扣减交易账户中相应账户贵金属数量，同时增加资金账户中相应资金（挂单卖出平仓数量乘以成交价格）。
客户进行账户贵金属转换，对于账户贵金属间的转换，中国工商银行将从客户交易账户中扣减转出品种的账户贵金属数量，并增加相应转入品种的账户贵金属数量（转出账户贵金属数量乘以/除以相应转换率，精度保留至转入账户贵金属最小交易单位），同时将不足最小交易单位的剩余资金（转出账户贵金属数量乘以转出价计算所得资金与转入账户贵金属数量乘以转入价计算所需资金之差）计入客户资金账户。如客户交易账户中转出账户贵金属余额不能满足转入账户贵金属最小交易单位，则交易无法成交。
对于账户贵金属转品牌贵金属，中国工商银行将从客户交易账户中扣减转出品种的账户贵金属数量，并增加相应转入品种的品牌贵金属数量，同时将不足最小交易单位的剩余资金（转出账户贵金属数量乘以转出价计算所得资金超出转入品牌贵金属所需资金之差）计入客户资金账户，或从客户资金账户中扣划差额资金（转入品牌贵金属所需资金超出转出账户贵金属数量乘以转出价计算所得资金之差），如客户资金账户中差额资金不足，则交易无法成交。
对于账户贵金属转积存贵金属，中国工商银行将从客户交易账户中扣减转出的账户贵金属数量，并增加相应转入的积存贵金属数量，同时将不足最小交易单位的剩余资金（转出账户贵金属数量乘以转出价计算所得资金超出转入积存贵金属所需资金之差）计入客户资金账户，或从客户资金账户中扣划差额资金（转入积存贵金属所需资金超出转出账户贵金属数量乘以转出价计算所得资金之差），如客户资金账户中差额资金不足，则交易无法成交。
客户定投交易被中国工商银行受理后，在客户定投计划执行当日15时起对客户资金账户内相应资金进行冻结，若客户资金账户余额不足，则本期定投计划无法执行。客户按数量定投买入账户贵金属，中国工商银行将在
客户定投计划实际执行日15时起从其资金账户中冻结相应的资金（定投计划设定的账户贵金属数量乘以当日15时银行卖出价所得金额并上浮3％后的金额）。在实际执行日16时，如冻结资金大于或等于当前银行卖出价乘以定投账户贵金属数量，则执行定投计划并于当日及时完成清算，中国工商银行将增加客户交易账户买入账户贵金属数量，并解冻冻结资金和扣减定投计划执行相应资金（实际执行日16时银行卖出价乘以买入账户贵金属数量）；如冻结资金小于当前银行卖出价乘以定投账户贵金属数量，则不执行定投计划。中国工商银行可对客户固定数量定投买入账户贵金属冻结金额上浮比例进行调整，并提前向客户公告。客户按金额定投买入账户贵金属，中国工商银行将在客户定投计划实际执行日15时起从其资金账户中冻结相应的资金，在实际执行日16时起增加客户交易账户买入账户贵金属数量（冻结资金除以实际执行日16时银行卖出价可以买入最多的账户贵金属数量，精度保留至最小交易单位），并解冻冻结资金和扣减定投计划执行相应资金（实际执行日16时银行卖出价乘以买入账户贵金属数量）。
同一交易币种下，当客户买入开仓某一品种账户贵金属的加权平均成交价格乘以该品种账户贵金属数量所得金额小于该品种账户贵金属当前银行买入价乘以该品种账户贵金属数量所得金额时，该品种账户贵金属为账面盈利；反之，该品种账户贵金属为账面亏损。当客户先买入后卖出交易所有品种账户贵金属账面浮动盈亏之和为正时，客户账户贵金属合计账面盈利；反之，客户账户贵金属合计账面亏损。
（二）先卖出后买入交易
客户卖出开仓账户贵金属前，应从资金账户划转足额资金至相应币种的保证金账户。
客户实时卖出开仓，中国工商银行将冻结保证金账户中相应的资金（卖出开仓数量乘以成交价格），同时增加交易账户中相应的卖出账户贵金属数量。客户实时买入平仓，如该产品余额数量的卖出开仓加权平均成交价格大于买入平仓价格，则客户盈利，相应差额资金（上述两价格之差乘买入平仓数量）转入客户保证金账户；如该产品余额数量的卖出开仓加权平均成交价格小于买入平仓价格，则客户亏损，中国工商银行将扣减相应差额资金。同时，中国工商银行将扣减交易账户中相应的卖出账户贵金属数量。实时交易实行成交价格确认机制，即客户按照参考交易价格提交实时交易申请指令后，中国工商银行向客户反馈拟成交价格，如客户未在有效时间内确认或市场波动较大，则该价格失效，客户须重新提交交易申请指令。
客户挂单卖出开仓，中国工商银行在客户挂单生效时冻结保证金账户中相应的资金（挂单卖出开仓数量乘以挂单价格），挂单卖出开仓成交后，增加交易账户中相应的卖出账户贵金属数量，并将冻结资金作为卖出交易保证金继续冻结。客户挂单买入平仓，中国工商银行将在客户挂单生效时冻结交易账户中相应的卖出账户贵金属数量，挂单交易成交后，如该产品余额数量的卖出开仓加权平均成交价格大于买入平仓价格，则客户盈利，相应差额资金（上述两价格之差乘买入平仓数量）转入客户保证金账户；如该产品余额数量的卖出开仓加权平均成交价格小于买入平仓价格，则客户亏损，中国工商银行将扣减相应差额资金。同时，中国工商银行解冻并扣减交易账户中相应的卖出账户贵金属数量。
同一交易币种下，当客户卖出开仓某一品种账户贵金属的加权平均成交价格乘以卖出该品种账户贵金属数量所得金额大于该品种账户贵金属当前银行卖出价乘以卖出该品种账户贵金属数量所得金额时，该品种账户贵金属为账面盈利；反之，该品种账户贵金属为账面亏损。当客户先卖出后买入交易所有品种账户贵金属账面浮动盈亏之和为正时，客户账户贵金属合计账面盈利；反之，客户账户贵金属合计账面亏损。
同一交易币种下，客户账面盈利时，其保证金子账户中除冻结保证金和挂单交易冻结资金以外的资金为可用资金；客户账面亏损时，其保证金子账户中除冻结保证金、挂单交易冻结资金和账面亏损等值资金以外的资金为可用资金。客户可随时将可用资金从保证金子账户中转回资金账户或作为新卖出开仓交易的保证金。
同一交易币种下，客户账面盈亏与保证金子账户金额（包括已冻结和未冻结金额）之和除以卖出账户贵金属冻结保证金为客户保证金比例。客户应及时关注交易账户盈亏状况，并根据需要补足保证金或买入平仓相应账户贵金属。当客户保证金比例小于或等于20%（以下称保证金强制平仓比例）时，中国工商银行可对客户同一币种先卖出后买入交易子账户余额进行强制买入平仓。强制买入平仓后有资金结余的，中国工商银行将转至客户保证金账户；对于强制平仓时客户保证金不足的，客户同意中国工商银行从客户资金账户及其他账户中扣收相应款项以弥补相关损失。
中国工商银行可对保证金强制平仓比例进行调整。
第三条 结算规则
（一）交易成交结算
客户实时、挂单、转换及定投交易成交后，中国工商银行将及时为客户办理资金及账户贵金属余额的结算。结算完成后，客户资金账户中的资金、交易账户中的账户贵金属余额以及保证金账户中已解冻资金可即时使用。
（二）业务停办结算
因国家宏观政策、法律法规、监管规定发生变化，或突发事件等各类情形造成账户贵金属产品全部或部分交易品种关停的，中国工商银行将提前或及时通过官方网站发布通告，并按照通告事项为客户办理结算。
第四条 注销规则
（一）账户注销
账户注销指客户在中国工商银行某一地区不再办理账户贵金属交易，对在该地区开立的交易账户和保证金账户进行注销的行为。客户进行账户注销前，须撤销本地区所有挂单指令，取消所有定制的定投计划，并平仓本地区交易账户所有余额，同时将保证金账户中的所有资金转至资金账户，如保证金账户中有欠款的，应当补齐欠款。
（二）业务注销
业务注销指客户在中国工商银行不再办理账户贵金属业务，对账户贵金属业务进行注销的行为。客户进行业务注销，须完成各地区的账户注销。客户完成账户贵金属业务注销后，与中国工商银行签署的《中国工商银行账户贵金属交易协议》即终止。
第五条 其他
本规则由中国工商银行制定和修改。对本规则所做的任何修改或补充，中国工商银行将提前通过官方网站通告。在通告期内，客户对规则的修改有异议的，可在新规则生效前通过95588电话银行咨询、提出意见或办理账户贵金属交易的注销手续。通告期满，客户未注销或在通告期满后继续进行相关操作的，视为接受修改后的规则。
第三篇：流动人口业务知识问答
流动人口业务知识问答
一、什么是全员流动人口？
答：是指流入流出一个月以上的全体人员，包括男女老少。但下列人员除外：1.因出差、就医、旅游、探亲、访友、服军役、就读中等以上专业学校等事由异地居住、预期将返回户籍所在地居住的人员；2.婚嫁人口不属于流动人口。
二、什么是流动人口已婚育龄妇女? 答：流动人口已婚育龄妇女指流动人口中办理过结婚登记手续，或虽未办理结婚登记手续但生过小孩的18至49周岁妇女。
三、村流动人口主要工作任务是什么？
答:
1、信息采集。村（居）包干人员每个月月底对各自包干范围进行清查，把变更情况通过例会汇总给村计生专干，计生专干根据变更情况及时更新有关资料，并上报信息变更报告单。镇计生办根据信息报告单更新《广东省全员人口信息系统》。
2、村级资料卡表册要装订整齐，各项内容须填写完整，卡表册数据一致。内容要及时更新，做到人来登记，人走注销。要与流入流出的已婚育龄妇女签订计划生育合同书。
3、协助乡镇（街道）做好日常的流动人口已婚育龄夫妻落实四术、双查、征收工作，免费药具发放和随访服务和免费孕前优生健康检查工作。
四、流动人口手工报表比较常见的逻辑错误有哪些？
答：比较常见的逻辑错误有：
1、分类统计和分单位统计加起来不等于总数；
2、其中项横加起来不等于总数；
3、已婚育龄妇女建档
数大于已婚育龄妇女数。
4、报表数据与系统查询数矛盾。
5、报表数村的卡册不一致。
五、应通报给户籍地的是哪八种情况？
答：应通报的八种情况：①有生育子女行为的；②落实计划生育手术的；③应落实长效避孕节育措施而未落实的；④怀孕的；⑤未持有有效流动人口计划生育证件的；⑥在本地接受孕情检查服务的；⑦婚育、节育情况有疑问的；⑧其他需要通报的情况。
六、流动人口管理考核指标有哪些？
答：
1、流出成年育龄妇女办证率应达95%以上；
2、流入流出已婚育龄妇女综合避孕率达到90%；流入已婚育龄妇女建档率达到100%，流动人口计划生育政策知晓率达到90%以上；流入人口双查率达到85%以上；信息接收反馈率、及时率95%以上。
七、流动人口要核查的周边资料有哪些？
答：流动人口管理往往较难掌握其流入流出、生育等信息。通过周边资料可以获取大量的流动人口信息。如派出所的办理流动人口居住证信息，卫生院出生、四术和防疫信息，工商所办理营业执照信息，房管所办理房产证、租赁房租信息，教育新生入学信息，人社的务工登记信息，外出办证申请表、信息系统通报协查信息等。
八、如何办理流动人口婚育证明？
答：未婚成年育龄妇女在离开县（市、区）户籍所在地前往异地务工经商，凭本人身份证到村（居）委申请，持村（居）委加盖公章的申请表和本人身份证到户籍所在地镇（街）计生办，办理《流动人口婚育证明》。已婚育龄妇女，到省外的务工经商的也要办理《流动
人口婚育证明》，在办理证件时应当出示身份证、结婚证、户口簿、生育节育等证明材料。
九、如何办理流动人口一孩生育登记？
答：流动已婚育龄夫妇拟在现居住地生育第一个子女的，在怀孕后至生育前，凭夫妻双方的身份证、结婚证和女方的广东省居住证可在现居住地镇（街道）计生办办理。办理程序：
1、受理。申请登记的已婚育龄夫妻需填写《流动人口一孩生育登记申请表》一式两份。受理机构应当场告知申请人是否受理，不予受理的应当告知其理由。
2、审核。受理机构应及时通过广东省人口信息系统、电话、传真信函、电子邮件等方式核实申请人的婚育情况。申请人户籍所在地乡镇（街道）计划生育工作机构应当自接到现居住地要求核实信息之日起10个工作日内予以反馈。无法核实的可依据申请人的承诺以予办理。
3、办理。对基本材料齐全，经核实婚育信息无误的，自受理之日起15个工作日内办理流动人口一孩生育登记，并出具《流动人口一孩生育登记证明》。对不符合申请条件、所提交材料与事实不符或不符合生育政策的，不予办理生育登记并书面通知申请人。
4、通报。现居住地的乡镇（街道）计划生育工作机构应当自办理流动人口一孩生育服务登记后，向申请人双方户籍所在地的乡镇（街道）计划生育工作机构通报办理结果。
5、按月上传承诺书。各镇（街）计生办将以承诺方式登记的一孩生育对象，于每月10号前登录国家PADIS流动人口子系统，填写姓名、身份证等信息，上传包含申请表和承诺书的图片文件（合并拍摄或扫描成一个图片文件，系统限制了每对夫妇只能上传一张图片）。
十、办理流动人口一孩生育登记需要保存哪些资料？
答：需要保存的资料是：
1、夫妻双方的身份证复印件（正反两面均要复印）、结婚证内页复印件、女方的广东省居住证复印件；
2、填好的《流动人口一孩生育登记申请表》一式两份；
3、《申请办理一孩生育登记承诺书》（以承诺方式登记的才誊写保存）；
4、出具给申请人的《广东省流动人口一孩生育登记证明》复印件或《流动人口一孩生育登记不予办理通知书》复印件及《送达回执》。
十一、镇级流动人口资料有哪些？
答：
1、每月各村（居）上交流入、流出人口月信息报告单；
2、《本县跨镇流动已婚育龄妇女登记册》；
3、镇流动人口报表（半年报、年报、专项活动报表、各种临时报表）和总结；
4、办证登记册（自制）、申请表；
5、现居住地出具的流动人口避孕节育情况报告单；
6、“消息管理”接收反馈流出育龄妇女当年怀孕、生育、节育、查环查孕登记册；
7、卫生部门流入人口出生登记册、四术册；
8、核查人口出生信息情况记录表；
9、查无此人信息核查记录登记册、核查单；
10、成立流动人口工作领导小组的文件；
11、流动人口工作制度；
12、镇党委、政府研究流动人口的相关文件和会议记录；13专项活动工作会议记录、联席会议记录、签到册、相片；14流动人口一孩生育登记服务资料
15、例会记录中有流动人口内容；
16、区域协作卷宗、协议书；
17、财政预算表有流动人口经费、专项活动经费申请、经费支付凭证；
18、流动人口纳入层级动态管理责任制。
十二、村级流动人口资料有哪些？
答：
1、流入人口月信息报告单；
2、流出人口月信息报告单；
3、流入已婚育龄妇女花名册；
4、《流入已婚育龄妇女当年生育、节育、查环查孕登记册》；
5、《流入成年未婚女性登记册》；
6、《本县跨镇流动已婚育龄妇女登记册》；
7、《流出已婚育龄妇女登记册》；
8、《流出成年未婚女性登记册》；
9、报表（半年报表，全年报表，专项活动报表）；
10、办证申请表；
11、流入已婚育龄妇女计划生育合同书；
12、流出已婚育龄妇女计划生育合同书；
13、出租屋、商铺流动人口计划生育责任书；
14、用工单位流动人口计划生育责任书；
15、查无此人信息核查单；
16、应落实避孕节育措施而未落实人员名单；
17、应查环查孕而未查环查孕人员名单；
18、例会有流动人口内容，双查、四术任务数列入包干情况登记表；
19、药具发放册有流动人口药具发放情况。
十三、办理《流动人口婚姻育证明》的对象有哪些人？
答：《条例》规定办证对象是流出的成年育龄妇女（即18—49周岁的妇女）。
十四、流动人口除免费获得避孕药具外，享有的其他免费技术服务项目包括哪些？
答：一般包括：
1、查环查孕；
2、上、取环及技术常规所规定的各项医学检查；
3、人流、引产及技术常规所规定的各项医学检查；
4、男扎、女扎及其技术常规规定的各项医学检查；
5、计划生育手术并发症诊治。
十五、流动人口在现居住地享受哪些计划生育服务和奖励、优待？
答：
1、免费参加有关计划生育法律知识和生殖健康知识普及活动；
2、依法免费获得避孕药具，免费享受国家规定的其它基本项目的计划生育技术服务；
3、晚婚晚育或者在现居住地施行计划生育手术的，按照流动人口现居住地省、自治区、直辖市或者较大的市的规定，在生产经营方面获得支持、优惠，在社会救济等方面享受优先照顾。
十六、流动育龄夫妻在外出之前应履行哪些义务？
答：流动育龄夫妻在外出前应履行以下义务：
1、成年育龄妇女应办理《流动人口婚育证明》或《服务证》；
2、主动告知流向、流出时间、联络方式等信息；（3）了解人口和计划生育政策法规和户籍所在地流动人口计划生育管理有关规定；（4）与户籍地村（居）委会签定计划生育合同书。
十七、《条例》所指“用人单位”包括哪些？用人单位流动人口计划生育工作主要包括哪些内容？
答：“用人单位”是指国家机关、事业单位、企业、个体经济组织、民办非企业单位、社会团体等与劳动者建立劳动关系的组织。用工单位流动人口计划生育工作，主要包括普及人口和计划生育法律法规和生殖健康科普知识、依法落实计划生育奖励优待、采集和通报计划生育信息，以及避孕药具发放、提供相关服务等。
十八、办理婚育证明等流动人口计划生育证明材料能收取费用吗？
答：《条例》第十七条规定：“出具婚育证明或者其他计划生
育证明材料，不得收取任何费用。”
十九、流动人口计划生育服务管理工作经费主要包括哪些？
答：主要包括：免费技术服务、宣传教育、信息统计、奖励优待、考核评估、工作人员报酬及其他相关工作经费。
二十、全国流动人口计划生育工作“一盘棋”的基本内容是什么？ 答：全国流动人口计划生育工作“一盘棋”格局是指按照有关法律法规和中央《决定》的要求，党政领导统筹协调，各部门密切配合，互通信息，流入地和流出地互动互补、各司其责，以区域协作为载体，以信息技术为依托，形成合力，共同做好流动人口计划生育工作。主要内容是：
1、落实党政领导责任，协调相关部门齐抓共管。
2、落实流入地责任，强化属地化管理。
3、落实流出地责任，加强源头管理。
4、强化双向配合，建立层级协调机制。
5、推动多地合作，建立完善区域协作机制。
6、以信息技术为依托，构建便捷高效的工作平台。
第四篇：导游业务知识问答
武汉九州方圆教育
www.xiexiebang.com 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.1.什么是导游人员？按职业性质可将它分为哪几类？
答：导游人员是指按照《导游人员管理条例》的规定取得导游证，接受旅行社委派，为游客提供向导、讲解及相关旅游服务的人员。按职业性质可将它分为：（1）专业导游人员；（2）兼职导游人员；（3）自由职业导游人员。
2.How many kinds of guides are there in terms of different duties? Please define them respectively(at least two types).2.按业务范围可将导游人员分为那几种类型并分别解释（至少两种）。
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.全程陪同导游人员的主要职责有哪些？
答：（1）实施旅游接到计划；（2）联络工作；（3）组织协调工作；（4）维护安全、处理问题；（5）宣传调研工作。
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.地方陪同导游人员的主要职责有哪些？
答：（1）安排旅游活动；（2）做好接待工作；（3）导游讲解；（4）维护安全；（5）处理问
武汉九州方圆教育
www.xiexiebang.com 题。
5.What preparations should the local guide do before the tour group arrives? 地陪在旅游团抵站前应做哪些准备工作？
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.地陪接团后赴饭店途中应做好哪些服务工作？ 答：（1）致欢迎词；（2）调整时间；（3）首次沿途导游；（4）介绍下榻饭店；（5）宣布当日或次日的活动安排。
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（票证）； 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.地陪在带团参观出发前应做哪些准备工作？ 答：（1）备好导游旗、胸卡和票证；（2）促使司机做好准备工作；（3）核实订餐情况；（4）提前10分钟到达集合地点；（5）清点人数；（6）提醒注意事项；（7）准时集合客人等车。
8.What should he/she pay attention to when the guide explain? 导游讲解中应该注意那些问题？
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? 接团前全陪需要做好哪些知识准备？
武汉九州方圆教育
www.xiexiebang.com 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? 全陪在旅行过程中应为游客提供哪些方面的服务？ 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?
导游人员的着装要求是什么？
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（不浓妆艳抹）, can’t wear hig-heeled shoes and dye the hair.12.What kind of people can’t be issued the guide certificate?
哪些人不能发导游证？
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（吊销）.13.Please list the materials which should be prepared before the guide meets the tourists in detail?
请详细列举导游人员上岗前必要的物质准备。
Take the reception plan, guide certificate, identity card, guide flag, meeting logo(接站牌)and settlement vouchers（结算凭证）.14.What should a local guide prepare before sending tourists off?
地陪在送客之前应做好哪些准备工作？
武汉九州方圆教育
www.xiexiebang.com 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? 导游人员应如何确立在旅游团中的领导地位和良好形象？
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（宽容）;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?
导游人员应具备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（热爱本职工作，尽职尽责）;4)Noble sentiments（崇高的情操）;
5)Obedience to the laws and regulations（遵纪守法）.17.What are the two styles of tour guide service?
两种导游服务方式是什么？
1)Guide by illustrations, words, audio and video（图文声像导游）;2)Guide by interpretation on the spot（实地口语导游）.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.接待儿童的“四不宜”原则指的是什么？ 答：（1）不宜给儿童买食物、买玩具；（2）不宜突出了儿童，冷落了其他游客；（3）即使是家长同意也不宜单独把儿童带出活动；（4）儿童生病，应及时建议价者请医生诊治，而不宜见一起给孩子服药，更不能提供药品给儿童服用。
19.What are the main contents of a welcome speech?
欢迎辞的主要内容有哪些？
武汉九州方圆教育
www.xiexiebang.com
A welcome speech includes：greeting（问候语）, welcoming, introduction, hopes（希望）and best wishes（祝愿）.20.What does a farewell speech include?
欢送辞的主要内容有哪些？ 1)Express gratitude（感谢）;
2)Express friendship and farewell feelings（惜别）;3)Solicit comments and suggestions（征求意见）;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?
导游服务的范围是什么？ 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?初级导游到中级、高级、特级导游的年限？ 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?导游服务的特点？ 1)Strong independence;
2)High combination of mental and physical labours;3)Variety and complication of objective demands.武汉九州方圆教育
www.xiexiebang.com 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? 导游服务的经济性主要体现在： 1)Make profit directly;（1）直接创收；
2)Enlarge the resources of tourists and make money indirectly;(2）扩大客源、间接创收； 3)Promote goods;（3）促销商品；
4)Promote economic exchanges.（4）促进经济交流。
29.With what conditions can a guide apply for the guide certificate?具备哪些条件可申请导游证？
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（反复无常的）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.与团队旅游相比,散客旅游具有哪些特点?
答:(1)预定期短;(2)规模小;(3)批次多;(4)要求多;(5)变化大。散客旅游与团队旅游的区别表现在哪些方面?
答:(1)旅游方式不同:旅游团队行程由旅行社安排,散客的行程则是自行安排；(2)人数不同:旅游团队一般是10人以上,散客则是10人以下；(3)服务内容不同:团队服务按计划进行,散客旅游的随意性较强；(4)付款方式和价格不同：团队旅游费用在出游前一次付清，散客旅游则是零星现付；（5）服务难度不同：散客旅游没有领队和全陪，服务难度更大。
31.What is the tourist’s psychological status at the beginning of traveling?
武汉九州方圆教育
www.xiexiebang.com Seek for safety and newness.游客在旅游活动不同阶段的心理主要有哪些？ 答：（1）旅游初期阶段：求安全心理、求新心理；（2）旅游中期阶段：懒散心态、新全心理、群体心理；（3）旅游后期阶段：忙于个人事务。
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?导游服务的趋势？
1)High-导游内容的高知识化；
2)Scientific guide measure;导游手段的科技化； 3)Varied guide styles.导游方式的多样化。
35.What are the four styles of question and answer method for the guide? 导游人员运用问答法的四种形式？
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”?旅游活动中的旅游四宝是指什么？
Fan;umbrella;glasses and sun helmet（太阳帽）.37.What do the letters F, C, Y, K refer to in the international air transport?
国际航空中，英文字母表示的客舱等级？
1)F= first class;2)C= business class;3)Y= economy class;
4)K= thrift class.平价舱。
38.What are the types of China’s passport?中国护照的种类？
1)Diplomatic passport;
2)Business passport;公务护照； 3)Common passport.普通护照。
39.What is the guide language in broad sense?什么是广义的导游语言？
1)Oral language;口头语言 2)Body language;态势语言 3)Written language;书面语言 4)Side 副语言
武汉九州方圆教育
www.xiexiebang.com 40.What is the basic patterns of oral language of the guide?
1)Monologue;2)Dialogue.40.口头语言有哪两种形式？其表达要领包含哪些方面？
答：口头语言有独白式和对话式两种基本形式。其表达要领包括（1）音量大小适度；（2）语调高低有序；（3）语速快慢相宜；（4）停顿长短合理。
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.为搞好与旅游团领队的关系，导游人员应注意哪些问题？ 答：（1）尊重领队，遇事与领队多磋商；（2）关心领队，零落了其他游客；（3）多给领队荣誉，调动领队的积极性；（4）灵活应对，掌握工作主动权；（5）争取游客支持，避免与领队正面冲突。
43.How to find your group at the airport or train station?
怎样在飞机场或火车站找到所接的旅行团？
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?
导游在导游接到客人后应该做什么？
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 ?
游客抵达酒店时导游应该作什么？
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;
武汉九州方圆教育
www.xiexiebang.com 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?在游客抵达机场或火车站后离开前，导游员应该做什么？ 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?
作为导游员，接待高龄游客应注意什么问题？
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.接待高龄游客应注意哪些问题？ 答：（1）妥善安排日程；（2）做好提醒工作；（3）注意放慢速度；（4）耐心解答问题；（5）预防游客走失。
48.What should a tour guide do when taking disabled or handicapped tourists?
在接待残疾游客时，导游员应该注意哪些问题？
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?
在接待宗教旅游团体时，导游员应该注意哪些问题？
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.武汉九州方圆教育
www.xiexiebang.com
50.How to extend the farewell speech?怎样致欢送辞？
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?怎样帮助游客延长签证？
1)Get the document（证明）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?
在什么情况下，导游应阻止客人进行自由活动？
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（禁止进入的）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;
武汉九州方圆教育
www.xiexiebang.com 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.如何预防游客走失？ 答（1）做好提醒工作；（2）做好各项活动的安排和预报；（3）时刻和游客在一起，经常清点人数；（4）地陪、全陪和领队应密切配合，做好旅游团的断后工作；（5）导游又要以高超的导游技巧和丰富的讲解内容吸引游客。
54.Which aspects does the cultural character of tour guide’s service display on ?
导游服务的文化性表现在哪些方面？
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?
游客的个性特征一般分为哪几种类型？
The lively（活泼的）style;the steady（稳重的）style;the irritable（急噪的）style;the melancholy（忧郁的）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.导游人员从哪些方面去正确引导游客观景赏美？ 答：（1）传递正确的审美信息；（2）分析游客的审美感受；（3）激发游客的想象思维；(4)灵活掌握观景赏美的方法。
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.导游员的目光有哪些方面组成？运用目光的方法有哪些？
答：导游员的目光由瞳孔变化、目光接触的长度和目光接触的向度组成。导游员运用目光的方法主要：（1）目光的联结；（2）目光的移动；（3）目光的分配；（4）目光与讲解的统一。
58.What’s the method of stressing the main points? Which aspects does the tour guide generally
武汉九州方圆教育
www.xiexiebang.com 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.什么是突出重点法？导游讲解时，一般要突出哪些方面？
答：突出重点法就是做导游讲解中不面面俱到，而是突出某一方面的导游方法。导游讲解时一般要：（1）突出景点的独特之处；（2）突出具有代表性的景观；（3）突出游客感兴趣的内容；（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.造成漏接的主观原因有哪些？ 答：（1）工作不细致，没有仔细阅读接待计划；（2）没有按规定提前到达接站地点；（3）只读接待计划，没有看变更计划，还按原计划接团；（4）没有查阅新的时刻表；（5）导游接站时的地点不当。
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（期满）;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.正是导游证与临时导游证有何区别？
武汉九州方圆教育
www.xiexiebang.com 答：（1）取得导游证的前提条件不同。（2）对语言能力的要求不同。（3）申领程序不同。（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预防？
答：（1）建议游客将贵重财物存入饭店保险柜，注意保管好自己的财物；（2）提醒客人不要将房号告诉陌生人；不让陌生人和自称维修人员随意进入房间；进入房间要锁好门。（3）提醒客人不要与私人兑换外币。（4）下车后提醒客人带好贵重物品，提醒司机关好车窗，不要离车太远。（5）在景点活动时，要始终与游客在一起，随时清点人数。（6）汽车行驶途中，有人拦车，提醒司机不要停车，不让陌生人搭车。
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（再确认）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（带团）, 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;
武汉九州方圆教育
www.xiexiebang.com 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.怎样避免误机事故的发生？ 答：（1）提前落实游客离站的交通票据，核对日期、班次、时间、目的地；（2）若交通票据没有落实时，要随时与旅行社联系，了解航班有无变化。（3）临行前，不安排游客去环境复杂的景点游览，不组织去热闹的场所购物；（4）安排充裕的时间去机场，确保在规定的时间到达机场。
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.在带团旅游时如何注意饮食卫生？ 答：（1）注意饮水卫生；（2）瓜果一定要洗净或去皮再吃；（3）慎重对待每一餐，不能饥不择食；（4）学会鉴别餐饮店卫生是否合格；（5）在车船或飞机上要节制饮食。
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.旅游者餐饮方面的特殊要求主要有哪几个方面？ 答：（1）特殊的饮食要求；（2）要求换餐；（3）要求单独用餐；（4）要求提供客房内用餐；（5）要求自费品尝风味；（6）要求推迟用餐时间。
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.如何预防错接？ 答：（1）导游员应提前到达接站地点迎接旅游团；（2）接团社要认真核实团队组团社名称、团号、人数及旅客姓名等。（3）提高警惕，严防社会其他人员非法接走旅游团。
66.How will the guide settle the problem of missing the plane?
武汉九州方圆教育
www.xiexiebang.com 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.发生误机事故，导游员应如何处理？ 答：（1）导游员应立即向旅行社报告，请求得到协助；（2）尽快与机场联系，争取让客人乘最近的航班离开本地；（3）稳定客人的情绪，安排好滞留期间的食宿和游览；（4）及时通知下一站，以便调整下一站日程。
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.在景点游览时，游客走失，导游员如何处理？ 答：（1）了解情况，立即寻找；（2）需力求公安、景点管理部门帮助；（3）与饭店联系；（4）向旅行社报告；（5）做好善后工作；（6）写出事故报告。
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.游客要求全天不随团活动时导游应做哪些工作？ 答：（1）向游客说明所有费用不退，所需各种费用自理。（2）告诉游客用餐时间和地点，以
武汉九州方圆教育
www.xiexiebang.com 便其归队时用餐。（3）提醒注意安全，保管好自己的财物，带上饭店卡片。（4）给客人写张有关内容的中英文便条，以备不时之需。（5）告诉自己的联系方式。
69.How to prevent missing meeting the guests?怎样避免漏接事故的发生？ 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? 游客患一般疾病应如何处理？
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? 游客要求为其转送物品应如何处理？ 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?
当游客散发宗教宣传品时，导游应如何处理？
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[]破坏, 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?
如果游客要求他的亲戚或朋友随团活动，导游应该怎么做？
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.武汉九州方圆教育
www.xiexiebang.com
74.How to deal with special request for changing the meal or changing the restaurant?
如何处理游客换餐或更换餐厅的特殊要求？
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，导游员应如何处理？
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?
发生了空接事故，导游员应如何处理？
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.发生了空接事故，导游员如何处理？
答(1)立即与接待社有关部门联系，查明原因；（2）如果推迟时间不长，可留在接站地点继
武汉九州方圆教育
www.xiexiebang.com 续等候；（3）通知各接待社单位作相应的更改；（4）如推迟的时间较长，导游员要按有关部门的安排，重新落实结团事宜。
77.If the number of the tourists is more than the original schedule for an international group, what should the guide do?
接待入境团时，如果游客比原计划增加了，应该怎么办？
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?
接待入境团时，如果游客比原计划减少了，应该怎么办？
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? 当外国游客在中国丢失护照，导游员应如何帮他获取新的护照？
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 “loss 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? 团体签证丢失了应如何处理？
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.武汉九州方圆教育
www.xiexiebang.com 81.What should a tour guide do if an overseas Chinese has lost his passport? 海外华侨丢失了护照应该如何处理？
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? 港澳同胞丢失了出入进境通行证应该怎样处理？
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? 如果游客在飞机场丢失了行李应如何处理？
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.武汉九州方圆教育
www.xiexiebang.com 导游员在讲解是被游客因提问而打断，怎么处理？ 答：（1）持欢迎态度，有选择的将回答和讲解结合起来；（2）不要问什么回答什么，一般只回答和景点有关的问题，注意不要让提问冲击自己的讲解；（3）即使只有一个游客提问，也要面对全体游客进行解答，以吸引他们的注意力。
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.旅游团的抵达时间延误，在一地的旅游时间缩短，导游员应如何处理？ 答：（1）分析延误带来的困难和问题，及时向接待社和组团社报告，并找出解决方案；（2）在计调部门协助下落实交通、住宿、游览变更事宜；（3）立即调整活动日程，压缩在每一景点的时间，尽量不减少计划内的游览项目。
86.What should a tour guide do when a tourist is suddenly ill on the way to the tourist attraction?在去旅游景点的途中中，游客突患疾病该如何处理？
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?一位游客在参观游览时突患重病，导游员应如何处理？
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，该如何处理？
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：
武汉九州方圆教育
www.xiexiebang.com 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? 发生了交通事故该如何处理？
武汉九州方圆教育
www.xiexiebang.com 1)Rescue the injured especially those seriously wounded immediately;move them out of the accident bus as quickly as possible and call for an ambulance or stop any car on the spot to take the injured to the nearest hospital(First Aid Medical Center;Tel：120)；
2)Keep the site of the accident intact before the police arrive;call for the traffic police and the public security department(Traffic Police and the Public Security Department;Tel：122)； 3)Report the accident to the travel service and ask for help.Transportation of another coach should be dispatched to take the rest of tourists back to the hotel or continue their sightseeing;4)After the relevant personnel arrive, the local guide should try to keep the tourists calm and take the unwounded tourists to continue their sightseeing if possible.And try to reduce the adverse effect of the accident to the minimum;
5)The tour guide ought to help the wounded get the “Certificate of Medical Treatment” and the “Certificate of Traffic Accident” signed by the Public Security Bureau so that they can claim for the compensation from the insurance company;
6)Write a report right after the accident.The report should include the cause of the accident, how it was handled and the result.It should be truthful, accurate and detailed.
第五篇：网上办税业务知识问答
网上办税业务知识问答
1、什么是网上办税？
答：网上办税是利用计算机网络技术，让纳税人可以通过互联网完成网上办理涉税业务的一种方式。
2、网上办税有什么好处？
答：网上办税是减少税收征纳成本、提高服务质量和效率的重要途径，推行网上办税将带来明显的社会效益和经济效益。首先，网上办税可以减少纳税人上门办理涉税事项的奔波之累，使办理涉税事项不受税务部门上下班时间的制约，纳税人可以轻轻松松在家中、办公室或其他场所上网办理有关的涉税事项，节省了上门办税时排队等候的时间。同时，纳税人可以及时、准确查询自己详细的涉税信息，及时接收到税务部门发布的信息或者通知。其次，网上办税可有效缓解办税服务厅的工作压力。
3、网上办税包含哪些内容？
现阶段网上办税业务主要内容为：网上申报、网上IC卡报税、网上认证、网上缴税。网上办税的目标是：纳税人足不出户，在网上办理所有涉税事项。
4、哪些纳税人可以办理网上办税业务？
答：凡国税机关征管的企业纳税人和实行建帐管理的个体工商户均可办理网上办税业务。
5、如何申请开通网上办税业务？
答：到主管国税机关办税服务厅领取或在网上办税大厅(网址：)“下载专区—表证单书”栏下载《网上办税申请表》、《网上办税协议书》，按要求填写相关信息、加盖公章后，连同税务登记证副本一起携带到主管国税机关办税服务厅办理开通手续。增值税一般纳税人建议开通网上申报、网上缴税、网上报税和网上认证业务； 非增值税一般纳税人建议开通网上申报和网上缴税业务。
开通网上缴税业务需要纳税人与开户银行和所属国税机关签定《联网电子缴税（费）三方协议书》。
6、实行网上办税会给纳税人增加额外的负担吗？
答：一般不会额外增加纳税人的负担。实行网上办税的基本条件是有能接入互联网的电脑，对电脑配置要求较低（处理器：PIII 800以上、内存：128M以上、硬盘：1G以上空闲空间、显示器分辨率不低于800×600）；另外，需要网上认证的还需要购买扫描仪。
7、网上办税所需的软件从哪儿取得，服务收取费用吗？
答：网上办税软件实行三免费原则，即免费使用、免费培训、免费咨询服务。网上申报所需的电子电报软件到主管国税机关拷贝或在网上办税大厅(网址：)上下载，由主管国税机关提供咨询服务；网上报税软件由贵州航信公司(0851-6112366)免费提供、培训和咨询服务；网上认证软件由贵州航信公司(0851-6112366)与龙山税友公司(贵州金税：0851-8612345 / 6812345)免费提供、培训和咨询服务。
8、实行网上申报后，纸质申报资料如何报送？
答：实行网上申报的纳税人，申报成功后要及时打印纸质申报表、附表、财务报表，加盖纳税人公章，一年分两次报送主管国税机关。分别是每年的1月31日前一次性报送上一年7月至12月（税款所属期）的纸质资料；7月31日前一次性报送当年1至6月（税款所属期）和上企业所得税申报的纸质资料。
9、网上申报成功后，发现申报数据有误，怎么办？
答：网上申报成功后，发现申报数据有误需要修改或补充的，需要携带纸质申报表到办税服务厅进行数据修改或补充申报
10、网上认证受时间限制吗？
答：网上认证发票不受时间限制，纳税人可根据需要随时在网上进行发票认证。
11、网上可以认证哪些发票？
答：网上认证的适用范围：增值税专用发票抵扣联、公路内河运输发票抵扣联。
12、网上认证发票应注意哪些事项？
答：
1、需要开通网上认证业务的纳税人，可在贵州航信公司、浙江龙山税友公司两家公司中，任意选择使用一家公司的软件。
2、纳税人第一次认证公路内河运输发票的，需到办税服务厅认证，之后方可进行网上认证。
3、纳税人收受的需抵扣的税控系统开具的机动车销售统一发票，必须到办税服务厅认证。
4、网上认证严格执行关于发票认证时限的有关规定，纳税人无法通过网上认证的发票，应在规定期限内到办税服务厅认证，由于超过期限未认证的，责任由纳税人自负。
13、签订《联网电子缴税（费）三方协议书》的流程是什么？
答：申请实行网上缴税的纳税人，需要和税务机关、缴税帐户所在银行签订《联网电子缴税（费）三方协议书》（以下简称三方协议书）。其流程为：纳税人到所属国税机关领取三方协议书（税务机关已在三方协议上书填写相关内容并盖章），填写相关内容并加盖纳税人公章后送到缴税帐户所在的开户银行，开户银行填写相关内容并盖章后留下一联，返两联给纳税人，纳税人保留一联，另一联送税务机关录入系统。
14、网上缴税失败后怎么办？
答：纳税人在网上缴税失败后，需要带申报资料到国税机关办税服务厅办理。
15、网上缴税成功后，用什么作缴税的会计核算凭证？
答：网上缴税成功后，纳税人可到开户行领取加盖转（收）讫章的电子缴税付款凭证（一式二联）第二联作为付款回单，并以此作为缴税的会计核算凭证。如果纳税人需要正式完税凭证的，需持《税务登记证》副本到税务机关换开一联式《税收电子转帐专用完税证》。
16、纳入防伪税控的增值税一般纳税人网上申报的流程是什么？
答：增值税一般纳税人网上申报的流程是首先进行IC卡抄报税，其次进行运输发票抵扣清单和海关专用缴款书的申报（没有则不用申报），最后进行纳税申报，纳税申报成功后进行本地清卡。
17、增值税一般纳税人在哪些情况下不适用网上申报？
答：有下列情形的，不适用网上申报：
（1）辅导期一般纳税人；
（2）按照预征率征收增值税的纳税人（如中石油、中石化、供电局等）；
（3）有即征即退货物及劳务的；
（4）免税货物或劳务通过税控系统开具有普通发票的。
18、如何寻求网上办税业务支持？
答：纳税人可通过贵州省国家税务局网上办税服务大厅（网址：http://）“下载专区”专栏、“通知公告”专栏，或拨打12366纳税服务热线，以及国税机关设置的网上服务电话，寻求网上办税业务支持。网上申报纳税系统服务热线4006112366；航信认证系统、网上抄报税系统服务热线0851-6112366；交大龙山税友认证系统服务热线0851-8612345,0851-6812345。
点击咨询 