第一篇：导游业务知识复习150题
导游员—业务知识复习150题
1.获得导游人员资格证书多长时间后能够成为初级导游员？
一年。
2.导游讲解时间占整个旅途时间的多少为最佳？
60%--70%。
3.为防止漏接，导游员至少应提前多长时间到达接站地点？
半小时。
4.为保证旅客准时到达离站地点，乘国内航班应提前多长时间到达机场？
90分钟。
5.为保证旅客准时到达离站地点，乘国际航班应提前多长时间到达机场？
120分钟。
6.为保证旅客准时到达离站地点，乘火车或轮船应提前多长时间到达机场？
60分钟。
7.导游人员是否要为旅游者代为保管证件？
不要。
8.在离站当日，是否安排旅游团到地域复杂、偏远的景点参观游览，安排自由活动 或购物？为什么？
不能，为了防止误机（车船）事故的发生。
9.如旅客要求换餐，应在用餐前几小时前提出，地陪与餐厅联系尽力满足？
3小时。
10.什么是OK票？
已经订妥日期、航班和机座的机票。11.导游人员按职业性质分为几类？
专职导游 兼职导游。
12.旅游者要求延长旅游期，如需要延长签证，导游人员原则上应怎样做？
婉言拒绝。
13.站台票当日使用几次有效？
1次。
14.旅游者要求导游人员向有关部门或亲友转递物品、信件，导游员应怎样做？
婉言拒绝，让旅游者自己办理。
15.遇到交通事故，导游员首先应做的是什么？
立即组织抢救。
16.发生治安事故时，导游人员首先想到的是什么？
保护旅游者生命财产安全。
17.身高多少的儿童应购买儿童半价票？
110厘米至140厘米的儿童。18.2002年新版导游证为什么形式？
IC卡。
19.导游员遗失导游证后，在申请补办期间能否从事导游活动？
不能。
20.擅自增加或者减少旅游项目的导游员将被暂扣导游证多长时间？
3至6个月。
21.导游证的有效期限为多少年？
3年。
22.导游人员按业务范围划分，可分哪几类？
海外领队、全程陪同导游员、地方陪同导游人员、景区（点）讲解员。23.按技术等级划分，导游人员可分为哪几种？
初级导游人员、中级导游人员、高级导游人员、特级导游人员。24.全陪导游人员的职责是什么? 实施旅游接待计划，做好组织协调工作，保护安全，处理问题，宣传促销，市场调研。25．地陪导游人员的职责是什么? 安排旅游活动，做好服务工作，负责导游讲解，维护游客安全，处理相关问题。26．导游人员应具备哪些基本素质？
思想素质，知识水平，工作能力，身心素质，仪容仪表。27．导游人员应具备哪些工作能力？
执行政策能力，组织协调能力，语言表达能力，人际交往能力，应对事变能力，旅游促销能力。28．导游人员应具备哪些身心素质？
健壮的体魄，平和的心绪，清醒的头脑，健康的灵魂。29．导游人员应该必须遵守哪些行为规范？
忠于祖国，切记内外有别；按章办事，坚持请示汇报；遵纪守法，不辱国格人格。30．导游人员应注意哪些小节？
不得单独随意进入游客的房间，尤其是异性游客的房间；不得携带自己亲友随团活动；不得与同性外国旅游团领队同住一室；饮酒不得超过自己酒量的三分之一。31.地方陪同在接团前需要落实下榻饭店的哪些事宜？
饭店名称、位置、概况、服务设施和服务项目。
32.地方陪同在接团前需要落实该团使用客房的哪些事宜？
客房类型、数量、时间、价格及其构成。
33.地方陪同在接团前需要向饭店提供哪些旅行团的信息？
抵离时间、交通方式、饭店内的主要活动和具体安排。34.地方陪同需要和餐厅沟通哪些事宜？
确认该团日程表上安排的每一次用餐情况，时间、团号、用餐标准、人数、特殊要求及陪同人数和标准。
35.对导游讲解的四个基本要求是什么？
正确、清楚、生动、灵活。
36.导游讲解中的“正确”指的是什么？
内容正确，语言正确。
37．导游语言的基本要求是什么？
言之有物，言之有据，言之有理，言之有情，言之有礼，言之有神，言之有趣，言之有喻。38．导游员在同游客交谈时，为达到联络感情、宣传自己和了解游客的目的，需要注意什么问题? 熟悉游客的姓名，倾听对方的谈话，表达自己的意见，留下良好的印象。39.导游员劝服游客时，有哪几种方式？
诱导式劝服，迂回式劝服，暗示式劝服。40.导游员提醒游客的语言方式主要有哪几种？
敬语式提醒，协商式提醒，幽默式提醒。
41.导游员回绝游客的方式有哪几种？
柔和式回绝，迂回式回绝，引申式回绝，诱导式回绝。42.导游员对游客的道歉方式有几种？
微笑式道歉，迂回式道歉，自责式道歉。43．导游员讲解过程中的态势语言有哪两大类？
表情语言、动作语言。
44．导游服务由哪三要素构成？
语言、知识、服务技能。
45．导游讲解时，有哪几种回答方式？
自问自答法，我问客答法，客问我答法。46．在陪同游览中领队应注意哪些问题？
注意旅游者的动向，防止各种事故的发生；出现事故和问题时，应与接待社密切配合进行妥善处理，消除不良影响。
47．在旅游结束后，领队的后续工作有哪些？
回收征求意见表；填写《领队小结》，整理有关材料；结清所有账目，归还所借物品；协助领导处理遗留问题。
48．全陪上团前应做好哪些必要的物质准备工作？
携带必要证件（本人身份证、导游证、边际通行证）；结算所需单据和费用（拨款结算单、支票、旅差费等）；旅游接待计划，日程表，旅游宣传品，行李卡，徽记，全陪日志等。49．全陪上团前应及时充实哪些相关知识？
客源国（地区）知识；景区、景点专题知识。50．全陪的欢迎辞应包括哪些内容？
表示欢迎，自我介绍（包括司机，地陪）；表达竭诚服务的愿望，期望旅客合作，祝愿旅途愉快等。
51．地陪在接团前的准备工作有哪些？
熟悉接待计划，落实接待事宜，准备相关物质，准备语言知识，修饰自身形象，做好心理准备。52．地陪在准备工作中应落实哪些接待事宜？
核对活动日程，落实旅游车辆，落实住房用餐，落实行李运送，熟悉有关景点，掌握联络电话，提前联系全陪。
53．上团前地陪应做好哪些相关的物质准备？
领取必要的票证、表格（景点门票结算单、餐饮结算单等）；备齐上团必需证件、物品（胸卡、导游证、导游旗等）。
54．导游人员在自己形象方面要注意什么？
着装整洁大方自然，化妆戴饰适度，佩戴胸卡。55．地陪在团队抵达前应做好哪些工作？
确认旅游团所乘交通工具抵达的准确时间；与旅游车司机取得联系；再次核实旅游团抵达准确时间；与行李员取得联系；接待站标志迎候旅游团。56．团队抵达后，地陪应做好哪些服务工作？
认找旅游团，核实实到人数，集中清点行李，集合登车。57．集合登车时地陪应该做好哪些工作？
首先提醒游客带齐随身物品；引导旅游者前往登车处；游客上车时，地陪恭候在车门旁，协助游客上车；全体游客上车坐稳后，检查行李架上物品是否牢固、安全；礼貌的清点人数后，确认没有问题后，请司机开车。
58．在赴饭店途中，地陪要做好哪几项工作？
致欢迎辞，调整时间，沿途导游，下车前宣布集合时间、地点。59．欢迎辞的主要内容有哪些？
代表接待社、本人、司机欢迎游客光临；介绍自己姓名、旅行社；介绍司机技术，工作年限（驾龄）；表达竭诚服务的愿望；祝愿游客游览顺利，愉快。60．地陪在首次沿途导游中应介绍哪些方面的内容？
本地和沿途主要风光，当地风情，下榻饭店的基本情况。61．旅游团抵达饭店后，地陪要做好哪些工作？
协助领队、全陪办理入住手续；介绍饭店设备设施；带领游客用好第一餐；宣布活动安排；照顾行李进房；安排叫早服务；处理临时发生的各类问题。62．在带领游客用第一餐时，地陪应向游客介绍什么？
饭店就餐方式、地点、时间及有关规定；主动引领游客到餐厅就餐；将旅游团队领队介绍给餐厅经理、主管，告知旅游团在饮食方面的特殊要求。63．在游客参观游览前，地陪应做好哪些工作？
提前到达集合地点；核实、清点实到人数；提醒注意事项；准时集合登车。64．在游客参观游览前，地陪应提醒游客哪些注意事项？
预报当天天气情况，游览点地形，行走路线的长短，带好自己衣服、雨具等。65．地陪的途中导游应该注意什么？
重申当日活动安排，风情导游，介绍游览景点，活跃气氛。66．地陪在景点讲解中的主要工作有哪些？
交代游览注意事项，导游讲解，留意游客走向，防止游客走失。67．地陪在返程服务中主要工作有哪些？
回顾当天活动；回答游客问询；如果不从原路返回，做沿途风光导游；宣布次日活动日程。68．旅游团品尝地方风味有哪两种形式？
一种是计划内的；另一种是计划外的，游客自发自费。69．地陪在游客购物时应做好那些工作？
讲清停留时间和注意事项；介绍本地商品特色；到旅游定点商店购物；承担翻译工作；介绍托运手续；维护游客正当权益。
70．地陪在送站服务中应做好哪些准备工作？
核实、确认交通票据；确定出行李时间；商定出发、叫早和早餐时间；协助饭店结清与游客的有关费用；返还游客证件。
71．离开饭店前，地陪应做好哪些离店服务工作？
集中交运行李；办理退房手续；集合登车。72．在集合登车前，地陪应做好哪些工作？
询问游客与饭店帐目是否结清；有无遗落物品；收齐房间钥匙交饭店总服务台；召集全团游客上车；入座后清点人数；请游客检查携带物品，没有问题后请司机开车。73．送行服务中，地陪应做好哪些工作？
回顾旅程，征求意见；致欢送词；带队提前赶往机场（车站，码头）；办理离站手续；与司机结帐。
74．地陪下团后，应做好哪些后续工作？
处理遗留问题、结清所有帐目、做好工作总结。
75．在游览行程服务中，地陪需要提前多少分钟到达集合地点？
10分钟。
76．旅行社的旅游咨询服务有哪几种方式？
电话咨询服务，信函咨询服务，现场咨询服务。
77．导游人员在与游客交往服务过程中要注意哪几个问题？
了解游客心理；营造合作氛围；调节游客情绪；提供个性化服务。78．导游人员在了解游客心理工作中应从哪几个方面入手？
从国籍、职业、年龄、性别、阶层等方面入手；从游客的旅游动机入手；旅游活动各阶段游客的心理变化入手；游客的言行举止入手。79．游客外出旅游的动机有哪四大类？
社会动机，文化动机，身心动机，经济动机。
80．导游人员和游客间营造和谐气氛必须做到哪几点？
懂得尊重游客，保持微笑服务，使用柔性语言，建立伙伴关系。81．全陪导游、地陪导游和领队的“三个共性”是什么？
共同的服务对象（游客）、共同的工作任务（执行旅游计划）、共同的工作目标（向游客提供满意服务）。
82．导游人员和领队搞好协作关系的因素有哪些？
尊重领队权限，支持领队工作；多同领队协商，争取领队配合；多给领队荣誉，调动领队兴致；有理、有利、有节，避免正面冲突。
83．全陪和地陪合作共事的基础是什么？
彼此尊重，互相沟通；加强协作、密切配合。84．导游人员和司机间合作的原则是什么？
尊重司机劳动，及时沟通情况，协助安全行车。85．导游人员在与相关接待单位合作时应做到哪几点？
尊重相关接待单位，多与接待单位沟通，相互支持，相互补救，坚持原则，平等协商。86.全陪、地陪和领队之间怎样建立良好的协作关系？
主动争取各方配合；尊重各方权限和利益；建立友情关系；主动交流信息和沟通思想；学习众家之长；勇于承担责任；保持适当距离。87.地方陪同的自身状况准备有哪些方面？
身体状况准备；心理状况准备；仪容仪表准备；知识语言准备。88.地方陪同在接团前需要有什么样的心理状况准备？
要充满信心；对工作的艰苦性复杂性要有充分的认识；对客人的抱怨和投诉要有充分的准备。89．对游客个别要求的处理原则是什么？
尽量满足游客需要原则；认真倾听、耐心解释原则；尊重游客，不卑不亢原则。90．导游人员对游客提出“文娱活动方面要求”的处理原则是什么？
合理而可能
91．外国游客在我国购买中药材、中成药的限量是多少？
带往国外总值限人民币300元；带往港澳地区总值限人民币150元。92．游客要求自由活动或单独活动是否允许？处理原则是什么？
一般情况允许；处理原则是“合理而可能“。93．需劝阻游客自由活动的几种情况是什么？
旅游团即将离开本地；当地治安情况不理想；在江河湖海等存在一定危险的情况下；不对外开放区。
94．导游人员对宗教界游客服务时应注意哪些问题？
提前做好有关准备，尊重信仰满足需求，劝阻其散发宣传品。
95．导游人员对老年游客的服务时应注意些什么？
适当放慢行进、讲解速度，耐心解答所提问题，预防老年游客走失，尽量多做提醒工作，节省老年游客的体力。
96．在节省老年体力时应从哪些方面去做？
日程安排疏密相宜，活动节奏不宜太快，适当增加休息时间，选择安全停车地点。97．导游人员为儿童游客服务时应掌握哪“四不宜”原则？
不宜光照顾儿童而冷落其他人；不宜为讨好儿童给其买食品、玩具等；不宜单独带游客的孩子外出活动；儿童生病时，不能擅自给其服药，建议家长去医院诊疗。98．商定日程的原则是什么？
宾客至上，服务至上的原则；主随客便的原则；合理而可能的原则；平等协商的原则。99．在车上，导游人员应该怎么清点人数？
待游客全部上车坐好后，目视清点（忌用手）；点车上的剩余空座。100．导游工作集体“三成员”和“导游服务”三要素分别是什么？
全配、地陪、领队；语言水平、知识水平、服务技能。
101．导游员的独立工作能力和创新精神主要表现在哪几个方面？
独立执行政策和宣传讲解能力；灵活的工作方法，一定的组织能力；善于和各种人打交道的能力；独立分析、处理解决一般问题和突发事故的能力。102．导游人员在学习中要注意的“四勤“是什么？
眼勤（饱览群书 注意观察）；嘴勤（多说多讲 不耻下问）；手勤（多做摘记、总结、多写文章）；腿勤（多请教、多深入、多调查研究）。
103．安排一地游览时必须遵循的原则是什么？
适合旅游团特点；体现本地特色；点面结合，留有余地；劳逸结合，兼顾参观；各项活动，不宜雷同。
104．地陪应如何确定和通知叫早时间？
地陪每天要与领队商定第二天的叫早时间，并由领队通知全体游客，由导游员通知饭店总服务台或楼层服务员，保证按时叫早。105．现场导游讲解应具备什么特点？
生动、形象、具体、亲切、灵活。106．带好旅游团主要依靠什么？
一靠实力。即导游员的知识水平，导游技能和处理问题和事故的能力；二靠完成一项任务所使用的方式方法（包括处理好正常的人际关系）。107．导游员首次亮相应注意什么？
出面（仪表仪容，神态风度）；出手（动作、姿态、形象）；出口（语言、语调、词语、运用正确）。
108．导游员应如何维护自己的形象？
出现紧急情况，要善于控制局面；说话沉稳、中肯，办事沉着冷静、果断；敢于承担责任，使旅行者有安全感；随时关心游人，在“合理可能”的情况下满足个别人需求；精神饱满、乐观、自信、热情、友好，给游人信赖感。
109．什么是导游员使用的柔性语言？
柔和甜美，听来顺耳、顺心；语气亲切，语调柔和，措辞委婉，说理自然；具有较强威慑力、征服力，能起到以柔克刚、吸引游人作用。110．地陪怎样预防漏接的发生？
认真阅读接待计划，核实旅游团抵达的准确时间，提前抵达接待站地点。
111．漏接发生的原因是什么？
主观原因是：导游人员未按服务接待程序要求提前抵达接站地点；因疏忽，把接站地点搞错；导游未及时阅读变更通知，按原计划接站；接团前没做到“三核实”。
客观原因是：导游人员未接到本社有关部门关于旅游团提前到达的通知。112．导游员怎样处理漏接事故？
主观原因造成漏接的，要实事求是说明情况，诚恳赔礼道歉；采取各种补救措施，用更加热情周到的服务完成计划内全部活动内容。
客观原因造成漏接的：要立即与接待社有关部门取得联系，查明原因；向游客耐心仔细解释，防止误解；尽量采取补救措施，努力完成接待计划，使游客的损失减少到最低程度；必要时请旅行社的领导出面赔礼道歉，或酌情给游客一定的物质补偿。113．什么叫漏接？什么叫空接？
旅游团抵达后，无导游人员迎接现象，叫漏接；
由于各种原因，旅游团推迟抵达，导游人员仍按原计划预定的班次、车次接站，而没有接到旅游团的现象叫做空接。114．空接的原因是什么？
旅游团因故滞留在途中，地方接待社未接到通知；班次变更旅游团推迟到达，接待社未接到通知；班次变更旅游团推迟到达，接待社忘记及时通知导游员。115．地陪怎样处理空接事件？
立即与本社有关部门取得联系，查明原因；如果推迟抵达时间短，留在站点继续迎候旅游团到来；如果推迟抵达时间长，按本社安排从新落实接待事宜。116．什么叫错接？
导游员接站时未认真核实，接了不应由他接的旅游团，属责任事故。117．导游员怎样预防错接事故的发生？
地陪应提前到达接站地点，迎接旅游团；接团时认真核实；提高警惕，严防其他人员非法接走旅游团。
118．导游员怎样处理错接事件？
如错接发生在同接待社的两个旅游团，经领导同意可不再交换旅游团；如地陪兼全陪，应交换旅游团，并向游客道歉；如错接的是别家旅行社的旅游团，地陪应立即向接待社的领导汇报，设法尽快交换旅游团，向游客实事求是的说明情况，诚恳道歉。119．导游员怎样防止误机事故的发生？
地陪、全陪提前做好游客离站交通票据的落实、核实工作；离站当天，不安排范围广、地域复杂的景点参观游览，不安排到繁华热闹的地方购物或自由活动；预留出充裕的时间去机场（车站、码头）。
120．导游员怎样处理误机（车、船）事故？
立即报告社领导，请求协助；尽快联系机场（车站、码头）争取让游客在最短时间内改乘后续班（车）次离开，或改乘其他交通工具前往下一站；稳定游客情绪，安排好滞留时间的食宿、游览事宜；及时通知下站，对日程作相应调整；向游客赔礼道歉；写出事故报告，查清事故原因、责任。121．如何预防游客证件、财物遗失现象的发生？
多做提醒工作；在导游人员工作中，需要用游客证件由领队收取，用后即还；切实做好每次行李清点、交接安排；每次游客下车后，导游提醒司机清车、关窗、锁门。122．外国人遗失护照和签证，导游员应该怎么办？
旅行社出具证明，失主持证明到公安机关报失；失主领取遗失证明后，到本国驻华使、领馆办理新护照；失主持新护照到公安机关申办有关签证手续；持居留证件的外国人取得新护照后，还应
申办居留证件上的护照号码变更手续。
123．旅游团遗失团体签证，申请补办手续需提供哪些证明？
重新打印与原团体签证格式、内容相同的该团人员名单及原团体签证复印件；旅行社出具公函；该团全体成员护照。
124．国内游客遗失居民身份证怎么办？
由当地接待社核实后开具证明；失主持证明到当地公安局报失，经核实后开具身份证明，机场安检人员核准放行。
125．怎样预防游客走失？
导游每天向游客报告当日行程、游览点、中晚餐厅名称；下车入点游览前，地陪告知游客停车站、车号、车的特征、强调开车时间；入点后介绍游览路线、时间、集合时间、地点。126．怎样防止游客的走失？
做好预防工作；经常清点人数；吸引游客注；做好提醒工作。127．为预防游客的走失，地陪怎样做好提醒工作？
游客单独外出，提醒其记住接待社名称、与导游的联系方法、下榻饭店名称、地址、电话等；游客自由活动，建议其结伴同行，不要走得太远，不要回宿处太晚，不去混乱、危险地方。128．游客一旦走失后，导游员怎么处理？
了解情况，迅速寻找；争取有关部门的协助；努力做好善后工作；写出事故处理报告； 129．导游员怎么预防游客患病？
了解游客的健康状况，周密安排游览活动；做好提醒、预防工作。130．为预防游客患病，地陪要做好哪些方面的提醒和预报工作？
做好天气预报工作；提醒游客适时增减衣服，穿戴适当的鞋帽；提醒游客注意饮食卫生；提醒游客盛夏干燥时多喝水；适当调整游览时间、强度、保证休息。131．游客患一般疾病时，导游员应该怎么处理？
劝其及早就医注意休息；关心游客病情；向游客明确看病费用自理；不擅自给患者药。132．导游员怎样预防交通事故的发生？
具有安全意识，注意游客安全；配合司机做好行车安全；安排活动时间留有余地；不让司机违章、超速行车；禁止非本车司机开车；提醒司机不饮酒，阻止司机酒后驾驶；如司机饮酒，应报告旅行社，交换司机或另派车辆。
133．对于已发生的交通事故，导游员应如何处理？
组织人员实施抢救；保护现场，立即报案；报告领导，请求指示；安抚游客，继续游览；写出报告，说明情况。
134．导游员怎样预防治安事故的发生？
提醒游客不让陌生人进入房间；不与私人兑换外币；建议游客贵重财物存入饭店保险柜；不将贵重物品、证件留放车内；旅游活动中，导游人员始终与游客在一起，注意观察周围环境、动向，经常清点人数。
135．一旦发生治安事故，导游人员如何处理？
保护游客、立即报案、报告领导、稳定游客、写出报告、做好善后工作。136．导游员怎样预防火灾发生？
提醒游客不带易燃、易爆物品，不乱扔烟头、火种；熟悉饭店楼层、安全出口、安全楼梯位置及转移路线并向游客介绍；牢记火警电话、掌握领队和各游客房间号码。137．一旦发生火灾事故，导游员应做好哪些工作？
立即报警，迅速通知领队和全团游客安全撤离，听从统一指挥，迅速通过安全出口疏散游客，引导游客自救，协助处理善后事宜。
138．食品中毒有哪些症状与特点？
症状是：上吐下泻、腹痛、恶心、胃寒、发热等；特点是：起病发病快、潜伏期短、严重时脱水休克等。
139．导游员应对食品中毒的游客怎样处置？
让患者多喝水以缓解毒性；尽快送往医院治疗；请医生开具“诊断证明”；迅速向游行社领导报告；将诊断证明复印备案。140．“开放性骨折”和“闭合性骨折”的区别是什么？
“开放性骨折”折断骨骼会暴露在外；“闭合性骨折”痛处皮肤表面无伤口。141．骨折的处置方法是什么？
开放性骨折：抬高骨骼肢体、止血、包扎（包扎前清洗伤口）、固定。闭合性骨折：固定、搬运。142．晕厥的症状是什么？
突然面色苍白、眼前发黑、恶心、脉搏细弱、继之丧失知觉。143．导游员处置晕厥的措施有哪些？
将患者平放空气流通处，解开衣领，使其下肢略高于头部，增加脑部血流量；观察心跳，正常轻拍呼名；无反应压人中穴；清醒后，喂糖水；不见效，迅速送往医院救治。144．急性心肌梗死的症状是什么？
发病急，胸部剧痛，面苍白，唇发紫，大汗淋漓，呼吸困难，脉搏细弱，恶心呕吐等。145．导游员对急性心梗的游客如何救治？
立即联系附近医院急救中心；患者仰卧勿移动；从患者衣袋中找急救药为其服用；如脉搏消失、呼吸停止，实施胸部按压或人工呼吸；医护人员到达后送往医院。146．中暑症状是什么? 全身乏力，头疼头晕，眼花恶心，胸闷口渴多汗，严重者面色苍白、呕吐、昏迷。147．导游员怎样处置中暑游客? 移到阴凉通风处，解开衣领、放松裤带，给患者扇风，饮用含盐饮料，服用十滴水(人丹)，对发热者擦拭物理降温；对神志不清者，按人中穴，双手合谷穴，尽快送往医院。148．导游员怎样救治溺水游客? 清理鼻、口内污物；垫高腹部，头朝下控水； 仰卧人工呼吸，体外心脏挤压；送往医院。149．导游员对晕机（车、船）游客怎么办？
提醒旅游者不要饱食，服用防晕药物，让其坐前排。150．导游员对蝎蜂叮蛰游客怎么治疗？
将毒刺拔出，吸出毒，肥皂水洗伤口；服用止痛药。
第二篇：导游业务知识题
导游业务知识题：
1． 什么是签证？旅游签证属于那种签证？
2． 特快、快速旅客列车的车次前冠英文字母是什么？ 3． 中国海关对于中药材、中成药进出境有何规定？ 4． 目前，我国受理的外国信用卡有哪几种？ 5． 什么叫导游服务？
6． 导游服务的经济属性表现在那几个方面？ 7． 导游服务的基本原则是什么？
8． 我国的导游人员是否有技术等级划分？如何划分？划分的依据是什么？ 9． 导游语言的“八要素”是什么？ 10． 导游人员应具备哪些素质 11． 地陪的欢迎词包括哪些内容？ 12． 地陪的工作程序是什么？ 13． 地陪的欢送词包括哪几方面？ 导游服务技能题：
1.在旅游团抵达的前一天，地陪应与有关人员一起检查各项接待工作的落实情况，具体说包括哪些事宜？除此以外，地陪个人还应做好哪些准备工作？
2.地陪为什么要与领队核对商定活动日程？核对商定日程时一般会出现哪三种情况？地陪应如何对答？应采取什么相应措施？
3.在旅游团出发参观游览之前，地陪提前10分钟到达集合地点后需要做哪些工作？ 4.在至参观游览途中，地陪应该做哪些工作？到达景点前后应交代哪些注意事项？ 5.在带领游客购物时，地陪的职责是什么？需要注意哪些问题？ 6.旅游团在离开本地（站）之前，地陪应做好哪些准备工作？ 7.“送行服务”应该包括哪些具体服务工作？
8.全陪在导游服务集体中的地位和作用是什么？在上团前应当了解和掌握该团的哪些具体情况？全陪做好联络协调工作的主要内容是什么？
9.导游人员处理工作内容与环节的技能常见的包括哪几个方面？ 10.导游员用什么办法消除游客的消极情绪？ 山西导游知识题：
1.山西有哪些省级风景名胜区？ 2.山西有哪些珍稀自然景观？ 3.山西有哪些国家级自然保护区？ 4.山西省目前有多少处森林公园？ 5.山西有哪些历史名山？ 6.山西有哪些风味食品？ 7.晋菜有何特点？
8.山西古城遗址有哪些？ 9.山西有哪些民俗旅游景点？ 10.什么叫“山右”？
第三篇：导游复习100题
导游员—业务知识复习150题
1.获得导游人员资格证书多长时间后能够成为初级导游员？
一年。
2.导游讲解时间占整个旅途时间的多少为最佳？
60%--70%。
3.为防止漏接，导游员至少应提前多长时间到达接站地点？
半小时。
4.为保证旅客准时到达离站地点，乘国内航班应提前多长时间到达机场？
90分钟。
5.为保证旅客准时到达离站地点，乘国际航班应提前多长时间到达机场？
120分钟。
6.为保证旅客准时到达离站地点，乘火车或轮船应提前多长时间到达机场？
60分钟。
7.导游人员是否要为旅游者代为保管证件？
不要。
8.在离站当日，是否安排旅游团到地域复杂、偏远的景点参观游览，安排自由活动 或购物？为什么？
不能，为了防止误机（车船）事故的发生。
9.如旅客要求换餐，应在用餐前几小时前提出，地陪与餐厅联系尽力满足？3小时。
10.什么是OK票？
已经订妥日期、航班和机座的机票。
11.导游人员按职业性质分为几类？
专职导游 兼职导游。
12.旅游者要求延长旅游期，如需要延长签证，导游人员原则上应怎样做？婉言拒绝。
13.站台票当日使用几次有效？
1次。
14.旅游者要求导游人员向有关部门或亲友转递物品、信件，导游员应怎样做？
婉言拒绝，让旅游者自己办理。
15.遇到交通事故，导游员首先应做的是什么？
立即组织抢救。
16.发生治安事故时，导游人员首先想到的是什么？
保护旅游者生命财产安全。
17.身高多少的儿童应购买儿童半价票？
110厘米至140厘米的儿童。
18.2002年新版导游证为什么形式？
IC卡。
19.导游员遗失导游证后，在申请补办期间能否从事导游活动？
不能。
20.擅自增加或者减少旅游项目的导游员将被暂扣导游证多长时间？
3至6个月。
21.导游证的有效期限为多少年？
3年。
22.导游人员按业务范围划分，可分哪几类？
海外领队、全程陪同导游员、地方陪同导游人员、景区（点）讲解员。
23.按技术等级划分，导游人员可分为哪几种？
初级导游人员、中级导游人员、高级导游人员、特级导游人员。
24.全陪导游人员的职责是什么?
实施旅游接待计划，做好组织协调工作，保护安全，处理问题，宣传促销，市场调研。
25．地陪导游人员的职责是什么?
安排旅游活动，做好服务工作，负责导游讲解，维护游客安全，处理相关问题。
26．导游人员应具备哪些基本素质？
思想素质，知识水平，工作能力，身心素质，仪容仪表。
27．导游人员应具备哪些工作能力？
执行政策能力，组织协调能力，语言表达能力，人际交往能力，应对事变能力，旅游促销能力。
28．导游人员应具备哪些身心素质？
健壮的体魄，平和的心绪，清醒的头脑，健康的灵魂。
29．导游人员应该必须遵守哪些行为规范？
忠于祖国，切记内外有别；按章办事，坚持请示汇报；遵纪守法，不辱国格人格。
30．导游人员应注意哪些小节？
不得单独随意进入游客的房间，尤其是异性游客的房间；不得携带自己亲友随团活动；不得与同性外国旅游团领队同住一室；饮酒不得超过自己酒量的三分之一。
31.地方陪同在接团前需要落实下榻饭店的哪些事宜？
饭店名称、位置、概况、服务设施和服务项目。
32.地方陪同在接团前需要落实该团使用客房的哪些事宜？
客房类型、数量、时间、价格及其构成。
33.地方陪同在接团前需要向饭店提供哪些旅行团的信息？
抵离时间、交通方式、饭店内的主要活动和具体安排。
34.地方陪同需要和餐厅沟通哪些事宜？
确认该团日程表上安排的每一次用餐情况，时间、团号、用餐标准、人数、特殊要求及陪同人数和标准。
35.对导游讲解的四个基本要求是什么？
正确、清楚、生动、灵活。
36.导游讲解中的“正确”指的是什么？
内容正确，语言正确。
37．导游语言的基本要求是什么？
言之有物，言之有据，言之有理，言之有情，言之有礼，言之有神，言之有趣，言之有喻。
38．导游员在同游客交谈时，为达到联络感情、宣传自己和了解游客的目的，需要注意什么问题?
熟悉游客的姓名，倾听对方的谈话，表达自己的意见，留下良好的印象。
39.导游员劝服游客时，有哪几种方式？
诱导式劝服，迂回式劝服，暗示式劝服。
40.导游员提醒游客的语言方式主要有哪几种？
敬语式提醒，协商式提醒，幽默式提醒。
41.导游员回绝游客的方式有哪几种？
柔和式回绝，迂回式回绝，引申式回绝，诱导式回绝。
42.导游员对游客的道歉方式有几种？
微笑式道歉，迂回式道歉，自责式道歉。
43．导游员讲解过程中的态势语言有哪两大类？
表情语言、动作语言。
44．导游服务由哪三要素构成？
语言、知识、服务技能。
45．导游讲解时，有哪几种回答方式？
自问自答法，我问客答法，客问我答法。
46．在陪同游览中领队应注意哪些问题？
注意旅游者的动向，防止各种事故的发生；出现事故和问题时，应与接待社密切配合进行妥善处理，消除不良影响。
47．在旅游结束后，领队的后续工作有哪些？
回收征求意见表；填写《领队小结》，整理有关材料；结清所有账目，归还所借物品；协助领导处理遗留问题。
48．全陪上团前应做好哪些必要的物质准备工作？
携带必要证件（本人身份证、导游证、边际通行证）；结算所需单据和费用（拨款结算单、支票、旅差费等）；旅游接待计划，日程表，旅游宣传品，行李卡，徽记，全陪日志等。
49．全陪上团前应及时充实哪些相关知识？
客源国（地区）知识；景区、景点专题知识。
50．全陪的欢迎辞应包括哪些内容？
表示欢迎，自我介绍（包括司机，地陪）；表达竭诚服务的愿望，期望旅客合作，祝愿旅途愉快等。
51．地陪在接团前的准备工作有哪些？
熟悉接待计划，落实接待事宜，准备相关物质，准备语言知识，修饰自身形象，做好心理准备。
52．地陪在准备工作中应落实哪些接待事宜？
核对活动日程，落实旅游车辆，落实住房用餐，落实行李运送，熟悉有关景点，掌握联络电话，提前联系全陪。
53．上团前地陪应做好哪些相关的物质准备？
领取必要的票证、表格（景点门票结算单、餐饮结算单等）；备齐上团必需证件、物品（胸卡、导游证、导游旗等）。
54．导游人员在自己形象方面要注意什么？
着装整洁大方自然，化妆戴饰适度，佩戴胸卡。
55．地陪在团队抵达前应做好哪些工作？
确认旅游团所乘交通工具抵达的准确时间；与旅游车司机取得联系；再次核实旅游团抵达准确时间；与行李员取得联系；接待站标志迎候旅游团。
56．团队抵达后，地陪应做好哪些服务工作？
认找旅游团，核实实到人数，集中清点行李，集合登车。
57．集合登车时地陪应该做好哪些工作？
首先提醒游客带齐随身物品；引导旅游者前往登车处；游客上车时，地陪恭候在车门旁，协助游客上车；全体游客上车坐稳后，检查行李架上物品是否牢固、安全；礼貌的清点人数后，确认没有问题后，请司机开车。
58．在赴饭店途中，地陪要做好哪几项工作？
致欢迎辞，调整时间，沿途导游，下车前宣布集合时间、地点。
59．欢迎辞的主要内容有哪些？
代表接待社、本人、司机欢迎游客光临；介绍自己姓名、旅行社；介绍司机技术，工作年限（驾龄）；表达竭诚服务的愿望；祝愿游客游览顺利，愉快。
60．地陪在首次沿途导游中应介绍哪些方面的内容？
本地和沿途主要风光，当地风情，下榻饭店的基本情况。
61．旅游团抵达饭店后，地陪要做好哪些工作？
协助领队、全陪办理入住手续；介绍饭店设备设施；带领游客用好第一餐；宣布活动安排；照顾行李进房；安排叫早服务；处理临时发生的各类问题。
62．在带领游客用第一餐时，地陪应向游客介绍什么？
饭店就餐方式、地点、时间及有关规定；主动引领游客到餐厅就餐；将旅游团队领队介绍给餐厅经理、主管，告知旅游团在饮食方面的特殊要求。
63．在游客参观游览前，地陪应做好哪些工作？
提前到达集合地点；核实、清点实到人数；提醒注意事项；准时集合登车。
64．在游客参观游览前，地陪应提醒游客哪些注意事项？
预报当天天气情况，游览点地形，行走路线的长短，带好自己衣服、雨具等。
65．地陪的途中导游应该注意什么？
重申当日活动安排，风情导游，介绍游览景点，活跃气氛。
66．地陪在景点讲解中的主要工作有哪些？
交代游览注意事项，导游讲解，留意游客走向，防止游客走失。
67．地陪在返程服务中主要工作有哪些？
回顾当天活动；回答游客问询；如果不从原路返回，做沿途风光导游；宣布次日活动日程。
68．旅游团品尝地方风味有哪两种形式？
一种是计划内的；另一种是计划外的，游客自发自费。
69．地陪在游客购物时应做好那些工作？
讲清停留时间和注意事项；介绍本地商品特色；到旅游定点商店购物；承担翻译工作；介绍托运手续；维护游客正当权益。
70．地陪在送站服务中应做好哪些准备工作？
核实、确认交通票据；确定出行李时间；商定出发、叫早和早餐时间；协助饭店结清与游客的有关费用；返还游客证件。
71．离开饭店前，地陪应做好哪些离店服务工作？
集中交运行李；办理退房手续；集合登车。
72．在集合登车前，地陪应做好哪些工作？
询问游客与饭店帐目是否结清；有无遗落物品；收齐房间钥匙交饭店总服务台；召集全团游客上车；入座后清点人数；请游客检查携带物品，没有问题后请司机开车。
73．送行服务中，地陪应做好哪些工作？
回顾旅程，征求意见；致欢送词；带队提前赶往机场（车站，码头）；办理离站手续；与司机结帐。
74．地陪下团后，应做好哪些后续工作？
处理遗留问题、结清所有帐目、做好工作总结。
75．在游览行程服务中，地陪需要提前多少分钟到达集合地点？
10分钟。
76．旅行社的旅游咨询服务有哪几种方式？
电话咨询服务，信函咨询服务，现场咨询服务。
77．导游人员在与游客交往服务过程中要注意哪几个问题？
了解游客心理；营造合作氛围；调节游客情绪；提供个性化服务。
78．导游人员在了解游客心理工作中应从哪几个方面入手？
从国籍、职业、年龄、性别、阶层等方面入手；从游客的旅游动机入手；旅游活动各阶段游客的心理变化入手；游客的言行举止入手。
79．游客外出旅游的动机有哪四大类？
社会动机，文化动机，身心动机，经济动机。
80．导游人员和游客间营造和谐气氛必须做到哪几点？
懂得尊重游客，保持微笑服务，使用柔性语言，建立伙伴关系。
81．全陪导游、地陪导游和领队的“三个共性”是什么？
共同的服务对象（游客）、共同的工作任务（执行旅游计划）、共同的工作目标（向游客提供满意服务）。
82．导游人员和领队搞好协作关系的因素有哪些？
尊重领队权限，支持领队工作；多同领队协商，争取领队配合；多给领队荣誉，调动领队兴致；有理、有利、有节，避免正面冲突。
83．全陪和地陪合作共事的基础是什么？
彼此尊重，互相沟通；加强协作、密切配合。
84．导游人员和司机间合作的原则是什么？
尊重司机劳动，及时沟通情况，协助安全行车。
85．导游人员在与相关接待单位合作时应做到哪几点？
尊重相关接待单位，多与接待单位沟通，相互支持，相互补救，坚持原则，平等协商。
86.全陪、地陪和领队之间怎样建立良好的协作关系？
主动争取各方配合；尊重各方权限和利益；建立友情关系；主动交流信息和沟通思想；学习众家之长；勇于承担责任；保持适当距离。
87.地方陪同的自身状况准备有哪些方面？
身体状况准备；心理状况准备；仪容仪表准备；知识语言准备。
88.地方陪同在接团前需要有什么样的心理状况准备？
要充满信心；对工作的艰苦性复杂性要有充分的认识；对客人的抱怨和投诉要有充分的准备。
89．对游客个别要求的处理原则是什么？
尽量满足游客需要原则；认真倾听、耐心解释原则；尊重游客，不卑不亢原则。
90．导游人员对游客提出“文娱活动方面要求”的处理原则是什么？
合理而可能
91．外国游客在我国购买中药材、中成药的限量是多少？
带往国外总值限人民币300元；带往港澳地区总值限人民币150元。
92．游客要求自由活动或单独活动是否允许？处理原则是什么？
一般情况允许；处理原则是“合理而可能“。
93．需劝阻游客自由活动的几种情况是什么？
旅游团即将离开本地；当地治安情况不理想；在江河湖海等存在一定危险的情况下；不对外开放区。
94．导游人员对宗教界游客服务时应注意哪些问题？
提前做好有关准备，尊重信仰满足需求，劝阻其散发宣传品。
95．导游人员对老年游客的服务时应注意些什么？
适当放慢行进、讲解速度，耐心解答所提问题，预防老年游客走失，尽量多做提醒工作，节省老年游客的体力。
96．在节省老年体力时应从哪些方面去做？
日程安排疏密相宜，活动节奏不宜太快，适当增加休息时间，选择安全停车地点。
97．导游人员为儿童游客服务时应掌握哪“四不宜”原则？
不宜光照顾儿童而冷落其他人；不宜为讨好儿童给其买食品、玩具等；不宜单独带游客的孩子外出活动；儿童生病时，不能擅自给其服药，建议家长去医院诊疗。
98．商定日程的原则是什么？
宾客至上，服务至上的原则；主随客便的原则；合理而可能的原则；平等协商的原则。
99．在车上，导游人员应该怎么清点人数？
待游客全部上车坐好后，目视清点（忌用手）；点车上的剩余空座。
100．导游工作集体“三成员”和“导游服务”三要素分别是什么？
全配、地陪、领队；语言水平、知识水平、服务技能。
第四篇：导游业务知识重点
导游业务知识重点
一、与时间有关的1、1841年7月5日，英国人 托马斯·库克（旅游业之父），组织了一次从莱斯特前往洛赫伯勒的旅游活动。（旅游活动的产生）2、1845年，托马斯库克的旅游公司在莱斯特成立。（世界上第一家旅行社）
3、1923年，上海储备银行 陈光甫，建立了旅游部。
4、1927年。陈光甫，成立中国旅行社（现为香港中国旅行社股份有限公司）
5、1949年11月19日，福建厦门创办了新中国第一家华侨服务社。
6、1954年，周恩来提议，在北京成立中国国际旅行社总社。
7、1974年，国务院批准成立中国旅行社。
8、9月27日、世界旅游业
旅游与旅游业概述
1、旅游：人们为了休闲、商务和其它目的，离开惯常的生活环境到某个地方去并停留一段时间的活动。（非定居、暂时定居、不涉及赚钱）
2、旅游业：凭借旅游资源和设施专门或主要从事招徕、接待游客，并为其提供交通、游览、住宿、餐饮、购物、文娱等环节服务的综合性产业。（经济性产业）
旅游市场：旅游产品供求双方交换关系的总和（各种经济现象、关系）
3、导游：依照《导游人员管理条例》依法取得导游证，接受旅行社的委派，为旅游者提供向导讲解及相关旅游服务的人。
4、旅游业的三大支柱产业：旅行社、交通运输部门、以酒店为代表的住宿业。
5、世界六大旅游市场：欧洲、美洲、东亚和太平洋、非洲、中东、南亚。
6、旅游组织：旅游行业组织、旅游行政组织
第一章、导游服务概述
1、现代导游发展的主要特征：导游人员职业化、导游服务商业化、服务内容扩大化、导游手段多样化、科技化，导游知识现代化、导游语言国际化、导游服务艺术化。
2、旅行社的业务：旅游产品的开发、旅游产品的促销、销售、旅游服务的采购、旅游接待。
3、导游服务的作用：纽带、标志、反馈、扩散
4、导游服务的性质：社会性、文化性、服务性、经济性、涉外性
5、导游服务的特点：独立性强、脑体结合、复杂多变、跨文化性
6、导游服务的类型：图文声像导游、实地口语导游
7、导游服务的范围：导游讲解服务、市内交通服务、旅行生活服务
8、导游服务的基本原则：安全第一、宾客至上、维护游客合法权益、经济效益与社会效益相结合、优质服务、AIDI（attention, interesting, desire, action）
1、导游员分类：①按业务范围：领队、全程陪同导游、地陪、景区导游
②按职业：专职、兼职③按语言：中文、外语
④技术等级：初级、中级、高级、特技
⑤特种活动：徒步、攀登、漂流
2、中国导游员应具有的基本素质：良好的思想品德、渊博的知识、独立工作的能力和创新能力、较强的组织协调应变能力、精通业务较高的导游技能、身心健康、注重仪容仪表
⑴良好的思想品德：热爱社会主义祖国、优秀的道德品质（集体主义和全心全意为人母服务）、热爱社会主义本职工作敬职敬业、高尚的情操、遵纪守法、社会公德意思。
⑵渊博的知识：语言知识、史地文化知识、政策法规、心理学美学、政治经济社会、旅行知识、国际知识。
⑶独立工作及创新：独立进行政策和进行宣传讲解的能力、善于和各种人打交道、独立分析解决问题处理事故
⑷较高的导游技能：智力、操作、服务技能
⑸身心健康：身体、心里健康、心理平衡（良好的观察能力感知能力、独立思维准确的判断力、自制力）、头脑冷静 第二章 导游员
3、导游职业道德的核心：全心全意为旅游者服务
4、导游职业道德的基本原则：热爱社会主义旅游事业，全心全意为中外旅游者服务，坚持集体主义，发扬爱国主义和国际主义精神，实行社会主义人道主义。
5、中国导游职员职业道德规范：爱岗敬业忠于职守、热情友好宾客至上、真诚公道信誉第一、文明礼貌优质服务、不卑不亢一视同仁、遵纪守法廉洁公正、团结服从顾全大局、专研业务提高技能。
6、导游员的吸引力：旅游者心目中的导游（游客之友之师、国家形象代表）、导游人的个人魅力（万事通、幽默大师、微笑大使、指挥员）
7、导游员的职责：⑴基本职责：按合同安排组织旅游者参观游览、讲解介绍、解答、反映意见要求安排会见座谈
⑵领队：介绍情况全陪、落实合同、组织团结工作、联络
⑶全陪：实施接待计划、联络、组织协调工作、维护安全处理问题、宣传调研
⑷、地陪：安排旅游活动、做好接待、导游讲解、维护安全、处理问题
⑸、景点讲解、安全提示、宣传环保文化
8、八大职员：宣传讲解员（真实新颖针对及时）、导游翻译员（信达雅）、生活服务员、安全保卫员、情况调查员、座谈报告员、经济统计员
9、导游员管理：计分管理
10、年审（56）、旅游质监检查监督、企业管理（合同、质监）、行业协会、导游服务公司
游客旅游动机和服务质量
1、旅游动机：直接推动一个人进行旅游的内部驱动力，（通过购买消费缓解心理生理的压力）
2、马斯洛需求层次：生理、安全、社交、尊重、求知、美的、自我实现的需求
3、罗伯特麦金托什旅游动机：健康、文化、社会关系、声望
4、旅游动机要素分析：性别年龄和受教育程度、费用时间体力家庭兴趣
5、旅游活动心里变化的阶段：群体心理（全程）、求安全求新（开始）、求全懒散（个性表露）、忙个人事务（结束）
6、购物动机：纪念性、馈赠性、新奇、求利、使用
7、正确提供心里服务：尊重游客、保持微笑、学会使用柔性语言、与旅游者建立伙伴关系、多提供个性服务、针对性。
8、服务监控：下工序对上工序的检查、全陪领队对地接社及地陪服务的质量的监控、地接对吃住行游购娱听着的监控、旅游者对导游的质监。
团队服务程序
1、旅游产品：像旅游者销售的旅游项目，由实物和服务构成，线路活动食宿
2、产品组成状况：整体（包价）、单项
产品形态：团队包价10人以上、散客包价
9、半包价扣餐、小包价（选择非选择）、零报价、组合旅游、单项服务。
3、旅游团队：通过旅行社或者旅游中介服务机构采取综合包价形式有组织的按预定行程计划进行旅游消费活动的旅游者群体。
4、旅游团队服务集体：全陪地陪领队
5、旅游团队集体的三同：共同对象、任务、目标
6、旅游团队的服务程序： 做好接送、严格按计划、妥善处理关系、后续总结
7、服务的准备：业务、知识、物质、形象、心理
导游员带团技巧
1、导游员带团的特点：环境流动性、接触短暂性、工作主动性、服务契约性
2、导游员带团理念：诚信待人、理解游客、相互融合、合作共赢
3风格：服务型、轻松、文化
4、导游自我行为管理：遵循导游员行为规范、在游客面前树立好第一印象、成为游客之友。
5、导游自我情绪调节：转移注意力、自我安慰、排除刺激、良好心境
6、导游定位管理：角色、作用、形象、性格定位
7、处理人际关系的技能：与游客建立良好的关系（了解游客、提供心理服务、强化集体观时间观）、善于和同行工作（其它导游尊重支持有理有节、旅行社、司机、接待单位）
8、正确引导游客观赏审美：针对性的传递审美信息、激发游客想象思维、掌握观景审美方法
第五篇：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;
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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
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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;
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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
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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？
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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;
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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?
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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
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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
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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
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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.
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