小企业信贷业务知识问答(培训资料)

第一篇：小企业信贷业务知识问答(培训资料)

小企业信贷业务支持小企业发展

近年来，中央高度重视以小企业为主的非公有制经济在国民经济中的地位和作用，出台了一系列政策措施鼓励小企业发展。2005年银监会颁布了《银行开展小企业贷款业务指导意见》，明确要求各商业银行要加大对小企业的信贷支持力度。新时期、新形势赋予了小企业信贷工作新的内涵，如何把国家、社会支持小企业发展的要求与商业银行经营理念、目标、方式有机结合起来，更好地发挥银行业务经营和服务社会的双重职能，农业银行在探索、总结的基础上，针对小企业融资需求“急、少、频”的特点，制定出台了《中国农业银行小企业信贷管理办法（试行）》，农行贵州省分行结合贵州小企业发展状况制定了《中国农业银行贵州省分行小企业信贷管理实施细则（试行）》为支持小企业发展提供了专门的制度规范。

该细则根据小企业客户生产经营规模小、经营决策和财务管理规范程度低、企业抗风险能力差、单笔贷款金额小、时间短、周转快等特点，对小企业信贷业务的客户对象、基本条件、信用评级、统一授信、办理程序、风险监控等进行了明确规定，与以往农业银行对大、中客户和一般信贷客户的信贷制度有较大的差别。细则主要有几个特点：一是体现了分级授权、动态管理的原则，缩短了经营链条，提高了办贷效率。二是专门针对小企业特点，设计了专门的小企业信用等级评定指标体系，舍弃了部分不能真实反映企业资质的财务指标。三是根据担保情况和销售收入归行情况来核定授信额度，改变了过去以财务指标测算为主的授信方式。四是对单户融资总额在200万元以内且落实有效抵（质）押担保的微型企业，进一步简化操作，可不评级、不授信，直接根据小企业客户提供的担保办理信贷业务，单笔业务审批通过后视同核定等额授信额度，信贷业务结束时等额减少授信额度。五是明确小企业贷款主要用于解决小企业生产、经营过程中周转性、季节性、临时性的资金需要。

支持小企业发展既是贯彻落实国家宏观调控政策和银监会有关要求的重要举措，也是农业银行发挥网点、网络资源优势，实现快速、持续发展的要求。《中国农业银行小企业信贷管理办法（试行）》和《中国农业银行贵州省分行小企业信贷管理实施细则（试行）》的出台、实施，将进一步解决小企业融资难的问题，对助推小企业做大做强，拉动经济增长、扩大社会就业，推进社会主义新农村建设与构建和谐社会具有重要意义。

中国农业银行

毕节分行小企业信贷业务知识问答

一、什么是农行小企业信贷业务? 答: 农行小企业信贷业务指农业银行向小型企业法人客户提供的各类信用的总称，包括贷款、承兑、贴现、信用证、担保等资产和或有资产业务。

二、农行小企业信贷业务的客户标准是什么? 农业银行目前主要是以国家经贸委等有关部门颁布的相关规定作为农行小企业客户的划分标准，其参考指标主要是小企业的“资产”、“销售收入”、“职工人数”等，具体内容如下表: 各行业小企业划分标准

行业名称 指标名称

计算单位

小型企业

工业企业

从业人员

人

300以下

销售额

万元

3000以下

资产总额

万元

4000以下

建筑业企业

从业人员

人

600以下

销售额

万元

3000以下

资产总额

万元

4000以下

批发业企业

从业人员

人

100以下

销售额

万元

3000以下

零售业企业

从业人员

人

100以下

销售额

万元

1000以下

交通运输业企业

从业人员

人

500以下

销售额

万元

3000以下

邮政业企业

从业人员

人

400以下

销售额

万元

3000以下

住宿和餐馆业企业

从业人员

人 400以下

销售额

万元

3000以下

农林牧渔企业

从业人员

人

500以下

销售额

万元

1000以下

仓储企业

从业人员

人

100以下

销售额

万元

1000以下

房地产企业

从业人员

人

100以下

销售额

万元

1000以下

金融企业

从业人员

人

100以下

销售额

万元

500以下

地质勘查和水利环境管理企业

从业人员

人

600以下

销售额

万元

2000以下

文体、娱乐企业

从业人员

人

200以下

销售额

万元

3000以下

信息传输企业

从业人员

人

100以下

销售额

万元

3000以下

计算机服务及软件企业 从业人员

人

100以下

销售额

万元

3000以下

租赁企业

从业人员

人

100以下

销售额

万元

1000以下

商务及科技服务企业

从业人员

人

100以下

销售额 万元

1000以下

居民服务企业

从业人员

人

200以下

销售额

万元

1000以下

其他企业

从业人员

人

100以下

销售额

万元

1000以下

三、农行小企业信贷业务的服务定位是什么? 当前农行开展小企业信贷业务服务定位分为区域定位和客户定位。

区域定位主要是：省会城市、地（州、市）级城市以及其他民营经济活跃，小企业客户资源丰富，金融生态环境较好的地区。客户定位主要是：优先营销有多元化金融需求和深度开发价值的小企业客户。重点营销分布在大企业上下游的配套型小企业；地区产业集群中绩效突出居前的优势小企业；市场定位明确、专业化经营的特色型小企业；业务关系稳定，业绩优良的出口导向型小企业；品牌优势突出，现金流量充足的服务型小企业；拥有核心技术，市场前景良好的科技型小企业。

四、农行小企业信贷业务产品主要有哪些？

目前农行毕节分行经贵州省分行授权可以开展的小企业业务产品主要有：

1、流动资金贷款。主要满足小企业因生产经营过程中临时性、季节性流动资金不足而为其提供一般在3年以内的本外币贷款。

2、承兑汇票贴现。即小企业将持有的承兑汇票在票据到期日前，贴付一定利息将票据权利转让给我行而取得资金的票据行为。该产品能够满足小企业客户持有的承兑汇票快速变现的需求，手续方便，融资成本低。

3、通汇宝。即实时汇兑，指小企业客户作为汇款人，委托和通过我行实时汇兑系统将其款项即时汇给异地收款人的一种电子化资金汇划结算方式。

4、托收。小企业客户作为收款人可委托银行向付款人收取款项的结算方式。

5、网上银行。指我行以因特网为媒介，以小企业客户发出的电子指令为依据，为小企业客户提供方便、快捷、安全、高效的网上金融服务。

6、代发工资。指我行受小企业客户的委托，通过转帐方式，将其员工工资按照约定的时间划转到员工在我行开立的帐户上的一种中间业务。

7、代收代缴。指我行接受小企业客户作为收款单位和付款人的委托，将付款人在银行帐户的资金按当期付款人应缴纳的金额在约定时间划付给收费单位帐户的资金结算产品。

由于受到条件限制，许多产品在我行还不能开展，但随着条件的不断成熟，我行还会推出许多更为完善、快捷、方便的小企业产品，使广大小企业客户得到更周到、更精细化、更人性化的服务。如：

1、应收帐款融资。指我行以小企业与买方签定正常商务合同产生的应收帐款为基础，为小企业提供融资，并进行帐户管理、应收帐款催收、信用风险控制等为一体的综合性金融服务。该产品的功能主要是能够满足小企业因应收帐款占用造成短期流动资金不足的融资需求。

2、单位活期存款帐户透支。即我行给予小企业在约定期限与额度内，通过指定的活期存款帐户（人民币帐户）办理支付结算的可撤消循环融资便利。即在约定的透支额度和期限内，当小企业客户在我行开立的活期存款帐户余额不足以支付结算时，允许小企业客户以透支方式进行支付，以该帐户回笼款项自动偿还。

3、电话银行。利用计算机、网络通信、多媒体等信息技术手段，采用电话自动语音和人工坐席等方式可为小企业客户提供全天候金融服务的系统。

4、保管箱。指我行受小企业客户的委托，按照有关规定和当事人双方约定的条件，提供以出租保管箱的形式，代客户保管文件、有价证券以及贵重物品的服务项目。

5、自助可循环贷款。指在统一授信额度内，为小企业客户确定一个可撤消的贷款额度，并就此额度与客户签订协议，使客户在核定的额度内可循环使用、可自助使用的银行贷款品种。

6、简式快速贷款。即按照小企业客户提供的有效抵押、质押担保的一定比率，并结合销售收入归行额核定贷款额度，简化审批流程的贷款产品。

7、转帐电话。指通过签约将小企业客户的银行卡帐户与专用转帐电话设备绑定，并依据银行卡密码为签约客户和持卡人提供银行卡相关服务的一种新型金融自助业务。

8、择期票现通。指小企业客户出现短期流动资金需求或临时性资金短缺，以所持有的未到期商业汇票作为交易载体，以贴现利率为资金价格，向我行融通资金，并在双方约定的、汇票到期日前的某一时间将票据购回。

五、小企业客户申请贷款应具备的基本条件有哪些？ 小企业客户向我行申请生产经营贷款需要具备以下基本条件：

（一）具备企业法人资格，生产经营符合国家政策，产品或服务具有较强的市场竞争力和成长性；

（二）有限责任公司和股份有限公司对外股本权益性投资符合国家有关规定；实行公司制的企业法人申请信用符合公司章程，或具有董事会授权或决议；

（三）持有人民银行核准发放并经过年检的贷款卡，以及技术监督部门颁发的组织机构代码；

（四）经过工商行政管理机关办理营业执照年检手续，从事特殊行业的须持有有权机关颁发的营业许可证；

（五）在农业银行开立账户，自愿接受农业银行信贷监督和结算监督；

（六）销售回笼正常，具备还款意识和偿债能力；

（七）主要管理人员具有1年以上从业经验；企业盈利，按照《中国农业银行小企业信用等级测评计分表》评定的信用等级在A＋级（含）以上；

（八）信用记录良好，无不良贷款和欠息；企业主要投资人和管理人员遵纪守法、信誉良好；

（九）能够提供合法、足值、有效的担保，符合信用贷款条件的除外。

其中第七条由我行客户经理根据小企业客户提供的资料和实地调查情况进行评定。

六、小企业客户申请办理贷款时应提供哪些资料？

小企业客户向我行申请办理生产经营贷款应提供以下资料：

（一）经年检合格的营业执照、组织机构代码证、税务登记证、贷款卡。特殊行业需提供相关部门核发的行政许可证、核准书或备案书、环保许可证明等；

（二）公司章程、验资报告；

（三）董事会（或股东会）同意申请信用授权书（公司章程未作此项规定的可不提供）；

（四）法定代表人身份证明书，自然人股东身份证复印件，企业及法定代表人的预留印鉴；

（五）企业近二年年度财务报表及近期财务报表（新建企业可不提供）；

（六）企业上年度及本年纳税申报表或有效汇总纳税申报资料（新建企业可不提供）；

（七）企业（或个人）房产、土地及主要设备清单、原始购置发票（或付款凭证）；

（八）企业近二年及近期电费、水费缴纳清单或有效汇总缴纳凭证（新建企业可不提供）；

（九）购销合同等证明贷款用途的资料；

（十）担保资料等。

七、小企业客户办理贷款有哪些程序？

目前我行小企业信贷业务主要是按照以下程序进行：

小企业客户申请→受理和调查→审查、审批→签定合同→办理担保手续→放贷。在小企业客户进入我行信贷程序后，我行客户经理实行的是双人实地调查制度，小企业客户对我行客户经理提出的有关企业生产经营状况、管理水平、抵押物情况、企业员工素质和其他财务、非财务等信息方面的问题有如实告知的义务，并应按照客户经理的要求提供相关贷款资料。我行客户经理对小企业客户提供的所有信息有对外保密的义务。我行客户经理有将小企业贷款相关规定如实告知客户的义务，包括产品介绍、申请贷款条件、需要提供资料、贷款抵押担保规定、贷款期限、利率规定、贷款限制性条件、贷款办理时限等，并应严格遵守客户经理的职业道德操守。

八、农行小企业贷款的用途、期限、利率有何规定？

贷款主要用于解决小企业生产、经营过程中周转性、季节性、临时性的资金需要。期限一般不超过1年，最长不超过3年。

贷款利率（费率）实行上浮，上浮幅度在法律法规允许的范围内，按照农业银行贷款定价的有关规定，根据风险程度、贷款成本、目标收益以及当地市场利率水平与客户协商确定。

九、农行小企业贷款的抵押担保有哪些规定？ 小企业信贷业务担保以抵（质）押为主、保证为辅，优先选择价值稳定、变现能力强的抵、质押物。具体为：优先选择产权明晰的现房、以出让方式取得的国有土地使用权抵押，抵押率不超过60％；以机器设备抵押的，抵押率不超过30％；以其他资产抵押的，抵押率按照农业银行信贷业务担保的相关规定执行；原则上不接受专用性较强的机器设备，以及其他价值难以确定、不易变现的资产抵押。

抵押物价值由我行认可的评估机构评估确定，或参照市场价格、账面净值和变现难易程度等因素与抵押人协商确定，并由审批行按照信贷程序审定。

十、农行小企业贷款客户是否需要进行信用等级评定和授信管理？ 小企业客户需要进行信用等级评定和授信管理。

信用等级评定是按照《中国农业银行小企业信用等级测评计分表》的标准进行。该信用等级测评标准和计分方法舍弃了银行原有部分传统的对企业信用评级的方法，通过调整和改进后，测评结果更加切合和能够真实反映小企业的实际信用水平状况。授信管理是执行“先授信，后贷款”。小企业授信额度原则上按照客户提供有效抵、质押担保的一定比率，并结合销售收入归行额核定；也可按照他人提供的保证担保，并结合销售收入归行额核定。

十一、农行小企业信贷业务还有其他哪些规定？ 农行小企业信贷业务还有一些特殊规定，如：

（一）对单户融资总额在200万元以内且落实有效抵（质）押担保的微型企业，可不评级、统一授信，根据提供的抵（质）押物办理信贷业务。

（二）总资产或年营业收入超过500万元，符合小企业标准，但不具备法人资格的个人独资企业、合伙企业以及其他经济组织的信贷业务比照小企业信贷业务办理。

十二、在农业银行申请办理小企业信贷业务要找哪个部门？

各县小企业客户需要办理小企业信贷业务可在所属县农业银行业务发展部申请办理；毕节城区小企业客户可到毕节市支行、金兴支行（金融超市）和毕节分行农业信贷部申请办理。

第二篇：业务知识培训资料

培训资料

民间借贷是一种直接投融资渠道，手续简便、办理速度快，是公民之间、公民与法人之间、公民与其他组织之间的借贷。只要双方当事人意见表示真实即可认定有效，因借贷产生的抵押相应有效。根据1991年《最高人民法院关于人民法院审理借贷案件的若干意见》的有关规定：民间借贷的利息可适当高于银行利率，但最高不得超过同期银行贷款利率的4倍，超出部分的利息法律不予保护。

业务品种

一、房产抵押

二、车辆抵押

三、公务员担保

四、库存、机器抵、质押

五、银行承兑汇票贴现

六、企业无息贷款

业务办理细则

一、房产抵押

1． 全款房产抵押

⑪所需资料：

①身份证；

②户口本；

③婚姻状况证明(已婚的提供结婚证；未婚提供民政局开具的未婚证明；离婚的提供离婚证、离婚协议、婚后未再婚证明；配偶死亡的提供死亡证明、火化证明)；

④房产证；

⑤土地证(商品房、经济适用房可不提供，房改房、自建房必须提供)；

⑥第二套住房证明；

⑦收入证明(自营业主提供营业执照复印件)。

⑫办理期限： 资料提供齐全后3个工作日

⑬办理流程：

借款人提交资料→审核资料→缴纳预交费用(评估费、公证费、抵押登记费、印花税、违约保证金)→评估房产→对接出资客户→作合同→签公正→办理抵押登记手续→通知出资客户放款(可在本金里抠出担保费与当期利息)→领取他项权证→借款客户按月付息→借款客户到期还本→注销抵押登记手续

⑮抵押房屋的条件：

房龄在20年以内、必须有房产证

经济适用房：5年以内的房子不做，看契证上的时间(经适房5年内不能上市买卖)

房改房：房产证+土地证(需到房产局查档，如土地属于国有可不用提供土地证)自建房：房产证+土地证

⑯贷款比例：房产评估值的50%---80%

2． 按揭房贷款

⑪所需资料：

①身份证；

②户口本；

③婚姻状况证明(已婚的提供结婚证；未婚提供民政局开具的未婚证明；离婚的提

供离婚证、离婚协议、婚后未再婚证明；配偶死亡的提供死亡证明、火化证明)；

④房产证；

⑤购房合同；

⑥契税证明；

⑦银行抵押合同；

⑧银行还款记录；

⑨银行征信证明；

⑩按揭剩余款项；

⑾第二套住房证明。

⑫办理流程：

借款人提交资料→审核资料→缴纳预交费用(评估费、公证费、抵押登记费、印花税、违约保证金)→评估房产→对接出资客户→办理结清手续→解押房产→作合同→签公正→办理抵押登记手续→通知出资客户放款(可在本金里抠出担保费与当期利息)→领取他项权证→借款客户按月付息→借款客户到期还本→注销抵押登记手续

⑭所需费用：

二、车辆质押(抵押)

⑪办理条件：非营运的、五年内的、上全险的(受益人需改成我公司)

⑫贷款期限：3个月以内

⑬贷款比例：车辆评估值50%

⑭所需资料：

身份证，户口本，行车证，机动车登记证，车辆合格证，购车发票，购置税，附加

税，保险单。

⑮办理期限：资料齐全后1—2个工作日

⑯办理流程：

借款人提交资料→审核资料→缴纳预交费用(评估费、公证费、抵押登记费、违约保证金)→验车→配对资金→做合同→签公正→车管所办理抵押→放款→借款客户按时还本付息→结清注销抵押登记

三、公务员担保

⑪申请条件：

年满18周岁具有完全民事行为能力的中国公民，具有一定的收入来源及偿还能力，在本市具有固定住所。需提供一个以上属于国家编制的公务员作担保。

⑫贷款期限：1年以内

⑬贷款额度：2—3万元/公务员，处级以上级别公务员5—10万元

⑭所需资料：

①借款人：身份证，户口本，婚姻状况证明，固定住所证明，收入证明；

②担保人：身份证，户口本，工作证，公务员证，工资卡；

⑮办理流程：

借款人提交资料→审核资料→缴纳预交费用(公证费、违约保证金)→配对资金→做合同→签公证→放款→借款客户按时付息→到期还本

⑯办理期限：资料齐全后3—5个工作日

四、存货、机器抵、质押

⑪申请条件：

①经工商行政部门登记核准，并按时办理年检手续的企业法人、其他经济组织和个体工商户；

②生产经营合乎法规，符合国家产业政策；

③有健全的组织机构和财务管理制度；

④申请担保的贷款用途符合国家法律法规及有关政策规定。

⑫贷款期限：1年以内

⑬贷款额度：抵押物价值的5成以内

⑭所需资料：

①营业执照；

②税务登记证；

③组织机构代码证；

④验资报告；

⑤公司章程；

⑥财务报表(近3个月的月报表及近2年的年报)；

⑦贷款卡；

⑧法人代表、总经理、公司负责人的身份证复印件和履历表；

⑨董事会决议；

⑩贷款申请书(借款期限，用途，金额，公司基本情况)；

⑾抵押物清单及权属证明；

⑿主要相关联企业来往账目证明及其他相关联证明。

⑮办理流程：

借款人提交资料→审核资料→实地调查→配对资金→做合同→签公证→办理抵押→放款→按时付息→到期还本→办理解押手续

⑯办理期限：资料齐全后5—7个工作日

◆注：库存货及其抵押必须由本公司指定的保全人员到现场看管至本次贷款结束，保安的数量根据抵押物的情况而确定。

五、银行承兑汇票贴现及质押

⑪银行承兑汇票系指由承兑汇票申请人签发，并由承兑汇票申请人向银行开户支行申请，由本行承诺到期日支付汇票金额的票据行为。

⑫贴现是指持票人持银行承兑汇票在未到期日之前，向银行申请在扣除贴现利息的前提下，将汇票兑换成现金的资金融通方法。

⑬贴现金额=票面金额×贴现利率×剩余天数÷30

六、企业无息贷款

⑪申请条件：

①经工商行政部门登记核准，并按时办理年检手续的企业法人、其他经济组织和个体工商户；

②生产经营合乎法规，符合国家产业政策；

③有健全的组织机构和财务管理制度；

④申请担保的贷款用途符合国家法律法规及有关政策规定。

⑫贷款期限：1年以内

⑬所需资料：

①营业执照；

②税务登记证；

③组织机构代码证；

④验资报告；

⑤公司章程；

⑥财务报表(近3个月的月报表及近2年的年报)；

⑦贷款卡；

⑧法人代表、总经理、公司负责人的身份证复印件和履历表；

⑨董事会决议；

⑩贷款申请书(借款期限，用途，金额，公司基本情况)；

⑾抵押物清单及权属证明；

⑿主要相关联企业来往账目证明及其他相关联证明。

⑭办理流程：

借款人提交资料→审核资料→实地调查→综合评估→做合同→签公证→办理抵押→放款→按时付息→到期还本→办理解押手续

⑯办理期限：资料齐全后5—7个工作日

⑰所需费用：

民间借贷担保业务问答民间借贷的法律依据有哪些？

答：民间借贷所涉及到的法律、法规主要有《中华人民共和国合同法》、《中华人民共和国担保法》、《中华人民共和国房地产管理法》、建设部《城市房地产抵押管理办法》以及最高人民法院《关于人民法院审理借贷案件的若干规定》和《最高人民法院关于执行设定抵押房屋规定》的司法解释、《中华人民共和国公证法》等。什么是“非法吸收公众存款”？

答：在司法实践中，目前涉及非法集资的主要是依据1998年7月国务院第27号令颁布的《非法金融机构和非法金融业务取缔办法》。该办法规定：“非法吸收公众存款”是指未经中国人民银行批准，向社会不特定对象吸收资金，出具凭证，并承诺在一定期限内还本付息的活动。

弘鑫担保理财是严格按照国家法律法规办理担保理财业务，与“非法吸收公众存款”的根本区别是弘鑫既不吸收也不占有借贷双方的资金，弘鑫为民间借贷双方提供信息中介服务，同时为符合担保条件的借方提供担保，为理财客户的投资提供专业化的信用管理服务；弘鑫对民间借贷双方实行公开、透明、规范操作，接受社会各界的监督。什么人可以投资或融资？

答：拥有合法收入来源的公民，均可用自己的闲置资金投资；具有公司所在地城镇户口、正常经营2年以上、有还款能力、能提供相应担保的个人和中小企业，均可申请融资。民间借贷必须办理的法律手续有哪些？

答：签订书面借款合同与抵押、质押合同，办理抵/质押登记手续，办理强制执行公证等。什么是民间借贷公证？

答：民间借贷公证是国家公证机关根据民间借贷当事人的申请，依据证明法律行为、有法律意义的文书和事实的真实性、合法性，以保护公共财产，保护公民身份上、财产上的权利和合法利益。公证是防止纠纷、减少诉讼的第一道有效防线，是其他法律制度所不能代替的。民间借贷公正有哪些效力？

答：

⑪公证文书具有法律上的证明力，作为法院认定的事实，非经法定程序不得变更

和撤销；

⑫对于同一事项，其它证明与公证不一致的，以公证证明为准；

⑬对公证机构予以强制执行效力的债务人逾期不履行义务时，债权人可不经诉讼程序直接向有管辖权的法院申请强制执行。民间借贷活动中，借贷双方的法律地位如何？

答：在民间借贷中，借贷双方是平等的民事主体，双方签订的借贷合同和抵押合同以及公证保证事项，应是双方真实的意思表示，双方应按照《民法通则》中关于民事行为中恪守“诚实信用”的原则，对自己所签订的合同和其它民事行为承担相应的法律责任。国家对民间借贷利率如何规定？

答：根据《合同法》第211条规定：“自然人之间的借贷合同约定支付利息的，借款的力量不得违反国家有关限制借贷利率的规定”。同时根据最高人民法院《关于人民法院审理借贷案件的若干意见》的有关规定：“民间借贷的利率可以适当高于银行的利率，但最高不得超过银行同期贷款利率的4倍”。民间借贷担保业务的优势在哪里？

答：民间借贷担保业务的优势对借款人来说，是申请简便，速度快，流程透明，形式多样，能满足中小企业融资小、急、频、短的需求。对出借人来说主要是合法、安全、收益高(年收益率在13%--18%)、省心省力、长期稳定、流动性强，更具人性化。民间借贷担保业务中如何控制风险？

答：在民间借贷的借款人均是信用良好、有稳定收入、有偿还能力的中小企业或个体工商户，并且弘鑫公司对每家申请民间借贷担保及民间租赁担保的企业都进行严格的考察、评估、核实、会审，确保担保风险降到最低，且全部风险由弘鑫公司承担。民间借贷担保业务中如何保护出借人的利益不受损失？

答：在民间借贷担保业务中，弘鑫公司为借贷双方签订的《借款合同》提供本金、利息、罚息全额连带保证责任，如果借款人不能如期还款，弘鑫公司将在借款合同到期之日起三个工作日内代偿，避免出借人的出借风险。弘鑫公司不存在了怎么办？

答：借款人一般都有一定的资产规模，在业务操作中弘鑫公司一般还要求借款人提供其他自然人或企业为其借款行为提供担保，担保方式包括但不限于抵押、质押、信用担保等。如果弘鑫公司不存在了，出借人可以凭借公证书到公证机关要求出具强制执行申请书，无需经过法院审理，持执行申请书直接到人民法院申请强制执行借款人和保证人的财产，进而保障自己的合法权益。

第三篇：信贷业务知识竞赛题范文

2009年信贷业务知识题库

（20090415）1、2009年，本行信贷政策导向（B）A、支持“三农” B、促内需、保增长 C、支持微小企业 D、隐性风险贷款排查

2、下列不属本行2009年严格控制或压缩的行业（D）A、小服装加工业 B、小化工业

C、小纺织业 D、商品零售业

3、对经纪人等从事农村商贸流通客户，原则上实行（C），否则，不予支持或压降贷款。

A、贷款利率上浮 B、逐笔核贷 C、非同质担保 D、货物抵押

4、关于贷款流程管理中,以下说法不正确的是（C）

A、对只有1名客户经理的，由客户经理A角调查、分理处主任B角调查，审查岗由分理处主任兼任

B、对不具备“三岗”分离的分理处原则上不得发放贷款

C、皮棉质押贷款属低风险贷款，可在本行的两个及以上分支机构同时取得贷款 D、20万元以上个人贷款由支行贷款审查委员会审议后报行长决策，行长有“一票否决”权

5、对（B）以上（不含）的大额个人和所有公司类客户授信业务，一律使用主从合同。

A、2万元 B、5万元 C、10万元 D、20万元

6、关于以贷还贷哪一种说法是不正确的（C）A、从2009年起，以贷还贷原则上只能一次 B、以贷还贷须落实不超过3年的还款期限

C、贷款责任由原责任人继续承担，后经办人员不负任何责任 D、对不符合以贷还贷条件的不得办理

7、有关尽职免职及责任界定说法正确的有（A、B、D）

A、非违规发放但因遇有不可抗逆因素，致使贷款收不回且符合呆账核销条件的为尽职免职，不予赔偿

B、非本人过失或过错形成风险贷款，其承担的责任赔偿部分由其他过错或过失的责任人分摊

C、相关人员在缴足“贷款收回保证金”后贷款收回责任才可免除

D、凡相关责任人对各流程控制均有不同程度的过失或过错，由相关责任人按当年贷款责任比例赔偿损失

8、总行案专要求将进一步加大对“三违”贷款的查处力度，并要求全体信贷人员要算清“三本账”，这“三本账”是指（B、C、D）A、资金成本账 B、失职成本账 C、违规成本账 D、抗拒成本账

9、客户经理应根据风险金额、风险程度以及业务量的大小，对个人客户每月检查户数不少于（C），并向风险经理报备。A、5户 B、10户 C、15户 D、20户

10、对额度在（A）的私营企业主贷款，对符合公司类客户准入条件的，原则上转至公司类客户授信或发放贷款。

A、50万元（不含）以上 B、100万元（含）以上 C、200万元（含）以上 D、不受额度限制

11、贷款发放原则上不得跨地区，特殊情况须报（D）审批。A、支行行长 B、总行派驻风险经理 C、总行风险管理总部 D、总行贷审会

12、个人信用评级中，有下列情形之一的，降低1个信用等级（A、B、C、D）A、近3年有多次违约的不良记录（含担保不履约）。

B、近2年连续经营亏损，个人经营管理业绩差，家庭负债较大。C、上转移贷款用途或将贷款转借给他人（含本行人员）使用。D、从事的行业风险较大，产品质量次，市场同比景气度差。

13、贷前调查中（非循环用信）不可省略的环节有（A、C、D）A、信贷调查人、风险经理对形成的《工作底稿》签字确认 B、向保证人明确担保责任和义务

C、在客户授权下调阅征信系统信息（客户在信息表中签字）D、通过定性和定量指标分析还款来源的可能性与真实性

14、客户发生下列情况之一的，应立即采取风险控制措施，分析对债权安全的影响程度，及时调减直至取消授信额度（A、B、C、D）A、发现提供的资料严重不实等情况 B、利润较上年同期明显下滑

C、面临重大诉讼事项（诉讼金额超过客户净资产30％）

D、经营环境发生重大变化，新颁布的法律、法规政策可能对其产生重大负面影响

15、下列贷款中哪些属于“风险贷款笔笔清”落实范畴（A、B、C）A、“三违”贷款 B、已暴露出的风险贷款

C、尚未到期或未暴露的风险贷款 D、关联人贷款

16、农村商品流通的经纪人授信额度的确定，下列定量指标中最适用的是哪一种（B）

A、生产成本分析法 B、自有资金等额配比法 C、风险限额核定法 D、销售收入分析法

17、抵押类贷款办理登记手续前，须提交合同及相关所有资料并经（A）审查，审查通过后方可办理抵押登记。A、总行风险管理部门 B、总行合规部

C、总行监察稽核部门 D、总行派驻风险经理

18、风险责任贷款收回计划最长不超过6个月，责任处臵，赔偿时间最长不超过贷款到期后（A）

A、1年 B、1年半 C、2年 D、3年 19、2009年个人授信业务，要根据本行客户信用等级评定办法，将客户细分为优质类、维持类、控制类和（D）客户，实施“择优扶持，区别对待”的信贷政策。

A、压降类 B、保全类 C、正常类 D、退出类

20、对财务不健全的微小企业，应收集或掌握的资料中包括（A、C、D）A、水电费发票 B、现金流量表

C、税务发票 D、有效的贷款卡信息

第四篇：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？

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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？

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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？

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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?

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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

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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：

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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？

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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.