1.A tour guide received the"notice of reception programme change"suddenly.he immediately went to the station to meet a ts had been waiting there for a long time.Being treated like that,the (1)Apologize to the leader,national guide and the guests in time (2)Tell the truth honestly:express your will to do the guiding work well (3)Take some make up measures.using your real activities to win the understandings (4),take into conideration givingsme material things as theco io call from the national guide,and this group had been postponed orive the ext day.What should the local guidedo (1)First,the local guide should inform the hotel to cancel the accommodation (2)Make reservations and arrangements of the accommodation and traffic the next day (3)Draw upa new itinerary,keep the major part of the tripasmuch as possible (4)Ifthe difficultiesdo exis 3.A tour guide met an unaccompanied outbound tourist group.not until check in time did he find the group was not the group he supposed to meet,what should the tour guide do then? (1)Make clear why the mistakes happened,find out where the other similar group had gone as well as the reception unit,to liaise with them and report to the superior e travel agency,the local guide don't need the troubletoexchange the groups (3)If the two groups belong to the different ravel agency.the local guide should ry every means to exchange the groupsas soon as possible (4)Explain to the guests honestly and apologize sincerely 4.If a tourist loses his luggage on his way to China,what should the tour guide do? (1)Lead the owner to the lost and found department to go through the lost and claim formalities ()Before the lugage is found,asist the guests to bu y some nece (3)Not having the luggage found before departure,the tour guide should help the owner inform the related department of the airline company about the name of the travel service,the itinerary,the name and phone number of the hotels in the next several destinations (4)If the luggage is missing,the owner could ask for compensation from the airline company swhy the tourists (1)The tour guide does not make the location of parking and the itinerary lear to the tourists (2)The tourist may be so attracted by some scenic spot that he forgets to leave (3)The tourists may forget the address and route when go out for free activities or shopping. 6.When the national guide Xiao li was conducting a tour group visiting wuyishan mountain,an old guest lost,carefully checked again,Xiao li asked several friends of the tourist where he had been going.but no one knew.If you are Xiao li,how ould you ea ith? (1)Find out the cause,look for the guest immediately,generally speaking,the national guide and the leader start searching respectively,while the local guide keep on guiding the rest tourists (2)Ask for help from the local police station and administrative department (3)Make contact with the hotel:inguire about whether the tourist has been back to the hotel (4)Report to the travel agency (5)Deal with from the accident (6)Write out the accident report 7.in the peak season,due to the short supply of tickets,the travel agency has to arrange a tour group to leave in advance taking the extra section flight,in that case,how could the tour guide seek understandings of the guests (1)Firstly,ask for the coordination of the national guide and the leader.explain the reasons and necessities,winning their (2)Lay emphasis on persuading the key person,minimize the bad effects to the least degree (3)Tell the truth as well as the corresponding make up measures to the tour group,let the guests accept the fact psychologically 1
1 1. A tour guide received the “notice of reception programme change” suddenly, he immediately went to the station to meet a tour group, when he arrived at the station, and the guests had been waiting there for a long time. Being treated like that, the tourists felt very unhappy, what should the tour guide do? (1) Apologize to the leader, national guide and the guests in time (2) Tell the truth honestly; express your will to do the guiding work well (3) Take some make up measures, using your real activities to win the understandings (4) If necessary, take into consideration giving some material things as the compensation 2. A local tour guide was ready to meet a tourist group by plan, suddenly he received the call from the national guide, and this group had been postponed to arrive before dinner the next day. What should the local guide do / (1) First, the local guide should inform the hotel to cancel the accommodation (2) Make reservations and arrangements of the accommodation and traffic the next day (3) Draw up a new itinerary, keep the major part of the trip as much as possible (4) If the difficulties do exist, focus on the most typical and characteristic tourist attractions 3. A tour guide met an unaccompanied outbound tourist group, not until check in time did he find the group was not the group he supposed to meet, what should the tour guide do then? (1) Make clear why the mistakes happened, find out where the other similar group had gone as well as the reception unit, to liaise with them and report to the superior (2) If the two groups belong to the same travel agency, the local guide don’t need the trouble to exchange the groups (3) If the two groups belong to the different travel agency, the local guide should try every means to exchange the groups as soon as possible (4) Explain to the guests honestly and apologize sincerely 4. If a tourist loses his luggage on his way to China, what should the tour guide do? (1) Lead the owner to the lost and found department to go through the lost and claim formalities (2) Before the luggage is found, assist the guests to buy some necessities (3) Not having the luggage found before departure, the tour guide should help the owner inform the related department of the airline company about the name of the travel service, the itinerary, the name and phone number of the hotels in the next several destinations (4) If the luggage is missing, the owner could ask for compensation from the airline company 5. List several reasons why the tourists may be lost (1) The tour guide does not make the location of parking and the itinerary clear to the tourists (2) The tourist may be so attracted by some scenic spot that he forgets to leave (3) The tourists may forget the address and route when go out for free activities or shopping. 6. When the national guide Xiao li was conducting a tour group visiting wuyishan mountain, an old guest lost, carefully checked again, Xiao li asked several friends of the tourist where he had been going, but no one knew. If you are Xiao li, how would you deal with this situation? (1) Find out the cause, look for the guest immediately, generally speaking, the national guide and the leader start searching respectively, while the local guide keep on guiding the rest tourists (2) Ask for help from the local police station and administrative department (3) Make contact with the hotel; inquire about whether the tourist has been back to the hotel (4) Report to the travel agency (5) Deal with problems or difficulties arising from the accident (6) Write out the accident report 7.in the peak season, due to the short supply of tickets, the travel agency has to arrange a tour group to leave in advance taking the extra section flight, in that case, how could the tour guide seek understandings of the guests (1) Firstly, ask for the coordination of the national guide and the leader; explain the reasons and necessities, winning their understandings and supports (2) Lay emphasis on persuading the key person; minimize the bad effects to the least degree (3) Tell the truth as well as the corresponding make up measures to the tour group, let the guests accept the fact psychologically
(4)Make full use of the limited time to amrange the major visiting programme within plan,and then report the changes to the present supplemental dishes or arrange entertainment activities for the guests,some small gifts are also a good choice for apology 8.Due to the failure to get the booked berth tickets.a tour group has to be deferred to leave the next day,in that case.how the tour guide could handle well with this situation (1)After the discussion and agreement of the national guide,the local guide and the leader,they should tell the truths to the and win the understanding (3)Make good arrangements of the visiting activities,prolong the visiting time appropriately,add some new visiting programs but should avoid making the tourists feel procrastinated (4)Report to the organization travel agency.and then inform the reception part to make some adiustment to the corresponding reception plan (1)Firstly,check it aain in person;make clear the reasons and the definite departure time (2)Explain to the guests.make the corresponding arrangements (3)When it is time for meals,contact the restaurant immediately (4)If it does not cost a lot of time,organize some appropriate activities on the spot by the interest of the guests (5iftwilcotalorgtmc,forcCanple,postponetothenetdag,hcnyou$houldfirstakaboL number clearly,liaison with the airline company and the departments concerned in the travel agency,rearrange the accommodation and hand over of the luggage,notify the related travel agencies to change the reception programme 10 the local guide xiao li was leading a tour group to gulangyu islet suddenly a tourist fainted in the couch.because he had once got heart disease,his relatives doubted that it may be the break out of the heart disease,how would you do with this situation ifyou were Xiao? (that it is the breakou of heart the his back with his head his relatives to fetch the medicine in reserve,the patient take the medicine in order to smooth the bad condition (2)Call the emergency car immediately,or send the patient to the nearest hospital (3)Notify the travel agency to send someone to give assistance ()When n.the of the (5)The local tothe hospital,ifhe isan inbound oris the guide should help 11.In the process of visiting.some youth request the guide organize them to the near lake or sea to swim,what should the tour guide do? (1)To advise them against swimming in the lake or sea patiently (2)If they do want to swim,the tour guide could organize them to swim in the swimming pool (3)The tour guide should pay attention to the whole group instead of going swimming with the (4)Warn the tourists to be aware of the safety for fear ofbeing drowned 12.When a tour group is traveling in some scenic site,due to the bad road condition,the coach turns over,resulting 3 people badly injured,many slightly injured.Ifyou are the guide of this group.what would you do? (1)Organize the first aid.first rescue the badly injured.and then send the injured to the nearest hospital (2)Protect the scene,report to the police immediately,designate someone to protect the scene,notify the traffic deparment as onas possible (tel)the public scrity department(tel1).ask for help (3)Report to the travel agency in time (4)Smooth the sentiment of the tourists (5)Write out the accident report 13.How to prevent the traffic accident in a tour (1)Before departure.remind the drivers to check the vehicle carefully,if there is hidden danger,change the vehicle intime (2)When arrange the itinerary,enough room should be left,don't urge the driver to drive fast or in violation of rules and regulations in order to be on schedule
2 (4) Make full use of the limited time to arrange the major visiting programme within plan, and then report the changes to the organization travel agency and the reception travel agency (5) With the permit of the superior, the tour guide can present supplemental dishes or arrange entertainment activities for the guests, some small gifts are also a good choice for apology 8. Due to the failure to get the booked berth tickets, a tour group has to be deferred to leave the next day, in that case, how the tour guide could handle well with this situation (1) After the discussion and agreement of the national guide, the local guide and the leader, they should tell the truths to the whole group sincerely apologize and win the understandings (2) Persuade the guests respectively (3) Make good arrangements of the visiting activities, prolong the visiting time appropriately, add some new visiting programs, but should avoid making the tourists feel procrastinated (4) Report to the organization travel agency, and then inform the reception part to make some adjustment to the corresponding reception plan 9. If the schedule plight is delayed, what should the tour guide do? (1) Firstly, check it again in person; make clear the reasons and the definite departure time (2) Explain to the guests, make the corresponding arrangements (3) When it is time for meals, contact the restaurant immediately (4) If it does not cost a lot of time, organize some appropriate activities on the spot by the interest of the guests (5)if it will cost a long time ,for example , postpone to the next day, then you should first ask about the departure time, the flight number clearly, liaison with the airline company and the departments concerned in the travel agency, rearrange the accommodation and hand over of the luggage, notify the related travel agencies to change the reception programme 10.the local guide Xiao li was leading a tour group to gulangyu islet, suddenly a tourist fainted in the couch , because he had once got heart disease, his relatives doubted that it may be the break out of the heart disease, how would you do with this situation if you were Xiao ? (1) When confirmed that it is the break out of heart disease, let the patient lie on his back with his head a little higher, ask his relatives to fetch the medicine in reserve, the patient take the medicine in order to smooth the bad condition (2) Call the emergency car immediately, or send the patient to the nearest hospital (3) Notify the travel agency to send someone to give assistance (4) When the operation is going on, the relatives of the patient should be required to be on the spot (5) The local time should come to the hospital from time to time, if he is an inbound tourist, the guide should help 11. In the process of visiting, some youth request the guide organize them to the near lake or sea to swim, what should the tour guide do? (1) To advise them against swimming in the lake or sea patiently (2) If they do want to swim, the tour guide could organize them to swim in the swimming pool (3) The tour guide should pay attention to the whole group in stead of going swimming with the minority (4) Warn the tourists to be aware of the safety for fear of being drowned 12. When a tour group is traveling in some scenic site, due to the bad road condition, the coach turns over, resulting 3 people badly injured, many slightly injured. If you are the guide of this group, what would you do? (1) Organize the first aid, first rescue the badly injured, and then send the injured to the nearest hospital (2) Protect the scene, report to the police immediately, designate someone to protect the scene, notify the traffic department as soon as possible (tel 122), the public security department (tel 110), ask for help (3) Report to the travel agency in time (4) Smooth the sentiment of the tourists (5) Write out the accident report 13. How to prevent the traffic accident in a tour (1) Before departure, remind the drivers to check the vehicle carefully, if there is hidden danger, change the vehicle in time (2) When arrange the itinerary, enough room should be left, don’t urge the driver to drive fast or in violation of rules and regulations in order to be on schedule
(3)When the weather.traffic and the road are in bad condition.remind the drivers to be aware of the safety emind thtrop hecs in bowcould the to ude do tee 14.If a fire break (1)If the body catches the fire,roll on the floor,using some heavy clothes to put out the fire (2)Go through the thick smoke.using the moist things to drape over the body.cover the nose and mouth.stick to the floor and crawl along the wall (3)When it is impossible to use the moist clothesorc rle s and m ses to block in the crac .splash the water to tfor the e,and s some ue is ar-ick orar-icotodh ay the brightlyo d othes to call for the rescue mar (1)Let him fasten the trousers bell to prevent the shaking of the viscera and aggravation of the disease (2)Ask the guests to offer him some medicine to prevent the airsick,the tour guide should not provide the medicine (3when the situation turs better.tell the guest should not drink or eat a lot before departure.have some air-sick prevention (1)With the permission of the patient's relatives and friends as well as the leader,send the sick to the hospital immediately. (2)Require the relative or the leader to the hospital together,the tour guide should coordinate with the doctor to make some necessary arrangement (3)When necessa to the patient the relatives and eader should be n the spot If iti serious,report to the superiors of the travel agency concemed and invite them to the rescue site 17.In the process of traveling.some tourists show kind of tiring out,what should the tour guide do? (1)When conducting the group,the tour guide should pay attentions to these following things: (1)The introductions should be short rather than long either in the car or scenic spot (2)The walking distance should be short rather than long (3)The diet should be refned rather thantoomuch (4)The rests should be frequent rather than few 18.When the tour guide Xiao liu was leading a tour group to travel in some citv.more than half of the guests in the party had the symptoms of vomiting and diarrhea,some weak people even got high temperature can you judge what kind of disease is it? How to deal with it?How to prevent it? (1)Try to hasten the vomiting,drink more water to excrete the toxicity (2)Send them to the hospital for emergency rescue,ask the doctor offer the diagnosis certificate (3)Report to the local travel agency:inquire into the responsibility of the restaurant （）Have meas in the aurant (2)Remind the tourists not to buy food in the street vendor (3)if the food is found to be not hygienic or spoil,change it immediately 19,when visiting a scenic spot.a guest had his ankle sprained and arms hurt due to the carelessness.how should the tour guide behave? (1Do the first aid.No matter it is the frac re du the surgic traumaoran internal injury,the splint should be fixed to prevent the injured part being moving.The splint could be replaced by willow would be bette (2)When fix the splint.pay attention to fix the joints in preventions of the twist of the injured body (3)When it is a surgical trauma,first you should wrap the body to stop the bleeding,and then unfasten the belt at intervals to prevent the body from goingro ()After the nd him to the hospital for treatment immediately (1)Ask the doctor in the group to offer the first aid,if there happens to be no doctor,you should move the patient to the shady
3 (3) When the weather, traffic and the road are in bad condition, remind the drivers to be aware of the safety (5) Remind the driver not to drink 14. If a fire breaks out after the tour group checks in, how could the tour guide do to guide the tourist to rescue themselves? (1) If the body catches the fire, roll on the floor, using some heavy clothes to put out the fire (2) Go through the thick smoke, using the moist things to drape over the body, cover the nose and mouth, stick to the floor and crawl along the wall (3) When it is impossible to escape: use the moist clothes or coverlets and mattresses to block in the crack, splash the water to bring down the temperature, wait for the rescue, and sway the brightly colored clothes to call for the rescue man 15. When some guest is air-sick or car-sick, how to deal with it? (1) Let him fasten the trousers bell to prevent the shaking of the viscera and aggravation of the disease (2) Ask the guests to offer him some medicine to prevent the airsick, the tour guide should not provide the medicine (3）when the situation turns better, tell the guest should not drink or eat a lot before departure, have some air-sick prevention pills at hand (4) Discuss with the leader, in the following days, let the patient sit in the front or middle of the coach 16、an old man feels extremely uncomfortable during traveling ,his wife asks the guide to offer help ,what should the tour guide do? (1) With the permission of the patient’s relatives and friends as well as the leader, send the sick to the hospital immediately. (2) Require the relative or the leader to the hospital together, the tour guide should coordinate with the doctor to make some necessary arrangement. (3) When necessary, the doctor must be sent out to attend to the patient, the relatives and leader should be on the spot. If it is serious, report to the superiors of the travel agency concerned and invite them to the rescue site. 17. In the process of traveling, some tourists show kind of tiring out, what should the tour guide do? (1) When conducting the group, the tour guide should pay attentions to these following things: (1) The introductionsshould be short rather than long either in the car or scenic spot (2) The walking distance should be short rather than long (3) The diet should be refined rather than too much (4) The rests should be frequent rather than few 18. When the tour guide Xiao liu was leading a tour group to travel in some city, more than half of the guests in the party had the symptoms of vomiting and diarrhea, some weak people even got high temperature, can you judge what kind of disease is it? How to deal with it? How to prevent it? It is the food poisoning Measures (1) Try to hasten the vomiting, drink more water to excrete the toxicity (2) Send them to the hospital for emergency rescue; ask the doctor offer the diagnosis certificate (3) Report to the local travel agency; inquire into the responsibility of the restaurant Prevention: (1) Have meals in the designated restaurant (2) Remind the tourists not to buy food in the street vendor (3) if the food is found to be not hygienic or spoil, change it immediately 19、when visiting a scenic spot , a guest had his ankle sprained and arms hurt due to the carelessness, how should the tour guide behave? (1) Do the first aid. No matter it is the fracture due to the surgical trauma or an internal injury, the splint should be fixed to prevent the injured part being moving. The splint could be replaced by something else, the willow would be better (2) When fix the splint, pay attention to fix the joints in preventions of the twist of the injured body (3) When it is a surgical trauma, first you should wrap the body to stop the bleeding, and then unfasten the belt at intervals to prevent the body from going rotten (4) After the emergency rescue, send him to the hospital for treatment immediately 20 a guest got sunstroke and fainted, what should the tour guide do? (1) Ask the doctor in the group to offer the first aid, if there happens to be no doctor, you should move the patient to the shady
place with the coordination of other people\ (2)Let the patient lie on his back,unfasten the buttons,bell in the waist,and make him relaxed (3)It is be recomn nded than thetourists provide medicin ould also asksom wh knows the Chinese medicine to pinch the acupuncture points like ranchingor hegu to awake him,then send him to the hospita immediately 21,after a tour group checking in at night,most of the tourists went back to room to have rests,some went out to visit the night were rubbed of the mobile phon (1)report to the policemen immediately,call the 110.give the information of the time place,causes of the accident,provide the characteristics of the gangsters,the name of the victims the group code,the lost property,size and features (2)Report to the travel agency.ask for directions (3)Smooth the feelings of the with the joue (4)Writeou the report make er the character of the the emergency measures and the reaction and requirements of the victims (5)Coordination with the departments concerned to deal with the problems rising from the accident 22 when tourists are walking inan residential area,someone wants to have alook at the resident's home,they pose this request to the tour guide,how could the tour guide response? B an unexpected visit makes cause unnecessary misunderstandings and troubles C.a home visit could be arranged in the following travels (2)Remind the guests to respect the local customs and regulations (3)If the guests insist on visiting.first try to liaised with the resident,explain the situation,then go into the house with the 23,an outbound tourist always raises some hot controversial issues like the human rights and family planning,in that case how could the tour guide make explanations and response? (1)the tour guide should politely introduce the general situation of our country to them (2)state cearly of the standpoint ad put aside mnor common ground (4)if it is a malicious attack or slander,you should refute with clear-cut standpoint,but avoiding get entangled with him 24,a opposite sex required the tour guide to his room to give some help,but the tourist got drunk,had the dishonored behavior and incivility.what could the tour guide do then (1)the tour guide is not supposed to go to the room of the opposite sex alone,especially at night (3)when nec sary,take some firm measures 25.outbound religion tourists bring along the idea of going to church on weekends,how should the tour guide response and make arrangements? (1)the tour guide could promise to reply after contacting the religion and public security department (2)with the permission ofthe religion and department,ar nge the designated church for them nation pointing out that without the invitations and permissions of the religious party in our country,no foreigners could deliver the sermon,host the religious activates and deliver the religious leaflets in china (4)the person who doesn't listen to you,report to the police station for settlement immediately 26,when a tour guide is conducting a tour,from what aspects can he take effective measures to prevent the happening of the securityac (1)room:remind the tourists not to tell the stranger about the room number:don't let the stranger get into the room freely.lock the door after coming in and out.don't open the door rashly at night
4 place with the coordination of other people\ (2) Let the patient lie on his back, unfasten the buttons, bell in the waist, and make him relaxed (3) It is better recommended than the tourists provide some sunstroke prevention medicine, you could also ask someone who knows the Chinese medicine to pinch the acupuncture points like ranching or hegu to awake him, then send him to the hospital immediately 21、after a tour group checking in at night, most of the tourists went back to room to have rests, some went out to visit the night market. About 23 o’clock, the tour guide Xiao Wang received the phone call from the guest living in room 506, saying that they were rubbed of the mobile phones and purses by three gangsters with knife. The guests ask the tour guide to help report to the policeman, what should Xiao Wang do? (1)report to the policemen immediately, call the 110, give the information of the time 、place, causes of the accident, provide the characteristics of the gangsters, the name of the victims ,the group code, the lost property, size and features (2) Report to the travel agency, ask for directions (3) Smooth the feelings of the tourists go on with the journey (4) Write out the report; make clear the character of the case, the emergency measures and the reaction and requirements of the victims (5) Coordination with the departments concerned to deal with the problems rising from the accident 22、when tourists are walking in an residential area, someone wants to have a look at the resident’s home, they pose this request to the tour guide, how could the tour guide response? (1) Try to explain to the tourists: A. it is impolite to go into the home of the residents rashly B an unexpected visit makes cause unnecessary misunderstandings and troubles C, a home visit could be arranged in the following travels (2) Remind the guests to respect the local customs and regulations (3) If the guests insist on visiting, first try to liaised with the resident, explain the situation, then go into the house with the permission 23, an outbound tourist always raises some hot controversial issues like the human rights and family planning , in that case , how could the tour guide make explanations and response? (1)the tour guide should politely introduce the general situation of our country to them (2)state clearly of the standpoint and views to put aside minor differences so as to seek common ground; (3)answer the questions raised by the tourists seriously, eliminate the misunderstanding (4)if it is a malicious attack or slander, you should refute with clear-cut standpoint, but avoiding get entangled with him 24, a opposite sex required the tour guide to his room to give some help, but the tourist got drunk ,had the dishonored behavior and incivility, what could the tour guide do then ? (1)the tour guide is not supposed to go to the room of the opposite sex alone, especially at night (2)the tour guide should graciously but definitely refuse and point out the terrible circumstance of the evil behaviors (3)when necessary, take some firm measures 25, outbound religion tourists bring along the idea of going to church on weekends ,how should the tour guide response and make arrangements? (1)the tour guide could promise to reply after contacting the religion and public security department (2)with the permission of the religion and public security department, arrange the designated church for them (3)if the guests deliver the religion materials , you should prevent them from doing this ,then tell them the religion policy of our nation ,pointing out that without the invitations and permissions of the religious party in our country , no foreigners could deliver the sermon, host the religious activates and deliver the religious leaflets in china (4)the person who doesn’t listen to you , report to the police station for settlement immediately 26, when a tour guide is conducting a tour, from what aspects can he take effective measures to prevent the happening of the security accident? (1)room: remind the tourists not to tell the stranger about the room number: don’t let the stranger get into the room freely, lock the door after coming in and out, don’t open the door rashly at night
(2)property:after checking into the hotel,advise the tourists to deposit the valuables in the safe deposit box don't bring it the tourists notto forget the certificates in the the driver to lock the door and windows afte the guests getting off (4)on the way:the tour guide should be with the tourists from the beginning to the end.count the people from time to time: when driving do not let the strangers get into the car.when someone unidentified stop the car.remind the driver no parking. 27 what me s should the to de do to pre ent the gues s fror (1get to know the health sta e membe f the tour party.the tour guide should carefully anayses the circumstancesof the team,carefully arrange the itinerary based on the ages and health condition (2)strike a balance between the visit and leisure:leave some room for resting,being not tense (3)remind the tourists:pay attention to the food hygiene,do not drink the dirty water or unboiled water,do not buy the food from the vandals (4)weather for remind the touris sts to add or reduce the clothes based on the weather report,bring rain gears,in dry 28,not long after a tour group checking into the hotel,a fire broke out due to the short circuit of the electric wires,the tourist are in panic,in order to guarantee the tourists could evacuate immediately,what should the tour guide do? (1)report to the police.the telephone number:119 (2)otify the leader and the tou ()cooperate ith the working unified command,evacuate the tourists by the safetyxit (4)guide the guests to rescue themselves,If it is in emergency,do not use the lifts or jumping the floor (5)having been rescued,organize rescuing the injured at once,appease the tourists,solve the problems rising from the fire,try to continue the tourist activities 29.during visiting,the leader found the tour guide,requ sted a higher rank hotel and claimed to have made arrangements.in that case what sou the tour guide do? (1)ask the leader to make confrmation,moving to the hotel ranking higher than contracted should pay the refund fee and the dilference in room rate (2)the tour guide should report it to the superiors of the travel agency concerned,in order to make arrangements of other items (3)the tour guide should check the condition of the new hotel and the room' only drys aher eniry he sould not bar the sore ofthe rmtne to change rooms,what should the national guide deal with it? (1)ask the leader to make adjustments in the group (2)if it fails to make aadjustment,contact with the hotel for solution (3)If an extra room was needed,you should state in advance:the room rate should be paid by the one who requests 31the tourists inviteyou for mealsat hisown expense what should the tour guide do (1)first,thank him for kindness,then graciously refuse or make excuses (2)if you fails to refuse,you should go to the designated place on time as invited (3)when having meals,introduce to the guests about the features of the local cuisine,pay attention to the scale of"as the host wish"do not pretending to be the host 32.atour goup is suppoed to have Chinese food at an hour before the lunch,they would stern food,what should the tour guide do then? (1)make some explanation,according to the contract,the guests must make the request to change or cancel the meals three hours before the meals.or the restaurants could not accept it (2)If the tourists insisted on changing the food.the tour guide could advise them to order by themselves.but the fare should be at their expense.the former fee in the inclusive fees will not be refunded. s booked in advance had to be divided so how could the tour guide deal with it? (1)explain patiently why it is difficult for our part to do as told:
5 (2)property: after checking into the hotel , advise the tourists to deposit the valuables in the safe deposit box, don’t bring it along or put it in the room (3)certificates: remind the tourists not to forget the certificates in the car, remind the driver to lock the door and windows after the guests getting off (4)on the way: the tour guide should be with the tourists from the beginning to the end, count the people from time to time; when driving ,do not let the strangers get into the car, when someone unidentified stop the car, remind the driver no parking. 27, what measures should the tour guide do to prevent the guests from getting ill (1)get to know the health state of the members of the tour party, the tour guide should carefully analyses the circumstances of the team , carefully arrange the itinerary based on the ages and health condition (2)strike a balance between the visit and leisure: leave some room for resting , being not tense (3)remind the tourists: pay attention to the food hygiene , do not drink the dirty water or unboiled water, do not buy the food from the vandals (4)weather forecast: remind the tourists to add or reduce the clothes based on the weather report, bring rain gears , in dry seasons ,drink more water and eat more fruits 28, not long after a tour group checking into the hotel , a fire broke out due to the short circuit of the electric wires, the tourist are in panic, in order to guarantee the tourists could evacuate immediately , what should the tour guide do ? (1)report to the police , the telephone number :119 (2)notify the leader and the tourists in the tour group at once (3)cooperate with the working stuffs ,listen to the unified command, evacuate the tourists by the safety exit\ (4)guide the guests to rescue themselves, If it is in emergency, do not use the lifts or jumping the floor (5)having been rescued, organize rescuing the injured at once, appease the tourists, solve the problems rising from the fire, try to continue the tourist activities 29,during visiting ,the leader found the tour guide , requested a higher rank hotel ,and claimed to have made arrangements , in that case ,what should the tour guide do? (1) ask the leader to make confirmation , moving to the hotel ranking higher than contracted should pay the refund fee and the difference in room rate (2)the tour guide should report it to the superiors of the travel agency concerned, in order to make arrangements of other items (3)the tour guide should check the condition of the new hotel and the room’ (4)explain to the former hotel and make apologize 30, a guest posed a request to the national guide only 2 days after entry, he could not bear the snore of the roommate, so wanted to change rooms, what should the national guide deal with it? (1)ask the leader to make adjustments in the group (2)if it fails to make a adjustment, contact with the hotel for solution (3) If an extra room was needed, you should state in advance: the room rate should be paid by the one who requests 31,the tourists invite you for meals at his own expense , what should the tour guide do? (1)first , thank him for kindness, then graciously refuse or make excuses (2)if you fails to refuse, you should go to the designated place on time as invited (3)when having meals, introduce to the guests about the features of the local cuisine , pay attention to the scale of “as the host wish”, do not pretending to be the host 32, a tour group is supposed to have Chinese food at noon , half an hour before the lunch , they would like to change it into the western food, what should the tour guide do then? (1)make some explanation ,according to the contract , the guests must make the request to change or cancel the meals three hours before the meals , or the restaurants could not accept it (2) If the tourists insisted on changing the food, the tour guide could advise them to order by themselves, but the fare should be at their expense, the former fee in the inclusive fees will not be refunded. 33，a tour group raised the request of separating meals, thus, the 2 desks booked in advance had to be divided into 3 or 4 desks , so how could the tour guide deal with it? (1) explain patiently why it is difficult for our part to do as told;
(2)ask the leader to mediate and consult with the guests.solve the contradiction by themselves his ex 34.after enjoying half of the tour in china.An oubound tourists received an ungent call fom home require of quitting the group,what should the tour guide do (1)After the discussion of the organizatied travel agency and the reception travel agency,satisfy hisrequest (2therest of the fee and the inclusive service fee should be refundedor not according to the conract (3)Coordinate with the tourists to rebook theairlines,the seat,help separate the visand go through the procedure of eaving. the expees should be the tours 35,a local guide went to the appointed place to meet a group of people arriving by plane,but missed it,what should the local guide do? (1)liaise with the related department of the travel agency.find out the reasons (2)if on the ca guide waiting in the place agency 36.a tourist found the tour guide and said:"China is a bicycle kingdom,I would like to hire a bicycle to go for a visit in the streets,how could the tour guide offer help? (1)Persuade them patiently for fear of traffic accidents by bicycle in the wild ar eaor quite places 37,a tour group arrived at the restaurant for the first meal,the tour guide Xiao Wang ordered the food according to the contract, which is 8 dishes and I soup,at the same time,2 tourists said they are Buddhists,eating no meats,asking Xiao Wang to rearrange for them,and this had been announced before signing up,what should Xiao Wang deal with the situation? (1)firstly,make the phone cal to the the travel agency,find ou whether the special requirement of the diet had been raised (2)If it is the mistakes of the travel agency,amrange the vegetable dish for the other two guests at once.camy out the promise one hundred percent (3)if it is not proclaimed in the tour protocol ahead of time,the local guide should appease the guests,in general speaking. contract with the restaurant,satisfy their requestsas much as posible if there do exists difficulty,the local guide cou p9aanp9ppeppp9pnp19ouebuI即qsugaoNsuoopo 38.the travel couch broke down on the way,what should the tour guide do? (1)First you should find out the extent of the trouble if it belongs to a general mechanism malfunction,the tour guide should annease the tourists ()If it takessome time to fx t the tour guide should try to kill the edious time.organize some kid shows to change the atmosphere (3)If the trouble is too serious to be solved,report to the travel agency in time,manage to transfer the tourists to the safe place. coordinate and arrange the tour activities,and minimize the loss to the least extent 39.when conducting an old man tour group.how should the tour guide offer the service? (1)Give prominence to the word"steady explain with low speed and high voice (2)The service should be cordial,ardor and considerate.,make sure when walking.no sightseeing.when sightseeing.no walking (3)The whole journey should be loose,strike a balance between travel and rest,focus on the safety problems from the beginning to the end (4)Talking about the conducting tact,use implicit and humorous methods like combining the virtual with the reality (1)Stop him in time..mobilize other tourists to prevent the expansion of the state of affairs (2)If the behavior of the tourst had violated the law,the tour guide should report to the police.as well as the department and 6
6 (2) ask the leader to mediate and consult with the guests, solve the contradiction by themselves (3) If there is someone who insists on separating, coordinate him to liaise with the restaurant. tell him the extra fee should be at his expense , the fee in the inclusive fares will not be refunded 34, after enjoying half of the tour in china. An outbound tourists received an ungent call from home , require of quitting the group , what should the tour guide do ? (1) After the discussion of the organizatied travel agency and the reception travel agency, satisfy his request (2)the rest of the fee and the inclusive service fee should be refunded or not according to the contract (3) Coordinate with the tourists to rebook the airlines, the seat, help separate the visa and go through the procedure of leaving, the expenses should be on the tourist 35，a local guide went to the appointed place to meet a group of people arriving by plane , but missed it , what should the local guide do? (1) liaise with the related department of the travel agency, find out the reasons (2) if postpone time is not long, the local guide could keep on waiting in the reception place (3) if postpone time is long , rearrange the matters concerned with the reception task according to the arrangement of the travel agency 36, a tourist found the tour guide and said: “China is a bicycle kingdom, I would like to hire a bicycle to go for a visit in the streets, how could the tour guide offer help? (1) Persuade them patiently for fear of traffic accidents (2) Coordinate with them to have exercises by bicycle in the wild area or quite places (3) Remind them to be aware of the safety for fear of getting hurt when falling off 37, a tour group arrived at the restaurant for the first meal, the tour guide Xiao Wang ordered the food according to the contract, which is 8 dishes and 1 soup, at the same time, 2 tourists said they are Buddhists, eating no meats, asking Xiao Wang to rearrange for them, and this had been announced before signing up, what should Xiao Wang deal with the situation? (1)firstly, make the phone call to the the travel agency, find out whether the special requirement of the diet had been raised ahead of time , and check if it is referred to in the tour protocol (2) If it is the mistakes of the travel agency, arrange the vegetable dish for the other two guests at once, carry out the pr omise one hundred percent (3) if it is not proclaimed in the tour protocol ahead of time, the local guide should appease the guests, in general speaking, contract with the restaurant, satisfy their requests as much as possible; if there do exists difficulty, the local guide could coordinate to help him solve by himself, but the former fares will not be refunded, the fees added by the vegetable dishes should be at the tourists’ expense 38, the travel couch broke down on the way, what should the tour guide do? (1) First you should find out the extent of the trouble, if it belongs to a general mechanism malfunction, the tour guide should appease the tourists (2) If it takes some time to fix it, the tour guide should try to kill the tedious time, organize some kid shows to change the atmosphere (3) If the trouble is too serious to be solved, report to the travel agency in time, manage to transfer the tourists to the safe place, coordinate and arrange the tour activities, and minimize the loss to the least extent 39, when conducting an old man tour group, how should the tour guide offer the service? (1) Give prominence to the word “steady”, explain with low speed and high voice (2) The service should be cordial, ardor and considerate, make sure when walking, no sightseeing, when sightseeing, no walking (3) The whole journey should be loose, strike a balance between travel and rest, focus on the safety problems from the beginning to the end (4) Talking about the conducting tact, use implicit and humorous methods like combining the virtual with the reality 40. Some tourist got drunk and rioted, what should the tour guide deal with the situation? (1) Stop him in time, when necessary, mobilize other tourists to prevent the expansion of the state of affairs (2) If the behavior of the tourist had violated the law, the tour guide should report to the police, as well as the department and
travel agency concerned Crnate with the deparments co to deal wth the problemsodificulies rising.ur the carryou 41,a foreign guest wants to travel in the non-open area,what should the tour guide do? (1)tell the foreign guest,to travel in the non-open area,they should apply for atravel permit from the public security bureau and the departments related,go to the place with the permission passp e permit for checking C.fill in the application form of traveling 42,a tour group was going to visit the Fuzhou Pedestrian Street after dinner,some guests showed they had ever visited there, wanted to change to visit Jiangbing Park and ask for the pick-up service.if you e the local guide of the group.what would you do? (1)Iftime permitted and another arrangement is available.the tour guide should offer help as muchas possible (2)Consult with the driver,provide convenience to the guests,if it is not convenient to use the vehicle,you could suggest the guests take a taxi and give them some directions of the routes (3)Remind the guests to remember the name of the hotel,the telephone number,remind them be aware of the time and safety don't come back too late the pedestrian street in the inclusive charges could not be refunded 43,a tourist got to contract with the relatives who haven't seen for ages,then pose the request that he wants his relative to join the tour group,what should the tour guide do? (1)Ask for the permissions of the leader and other members in the tour gr (2)Liaise with the department con d of the travel agency,if there is no special;help the person to go through the formalities of signing up:show the valid certification,fill in the form,and pay expenses (3)If the person is the working stuff of the embassy.the tour guide should know his name.identification and the content of visiting (4)If he is the diplomat,strictly handle in according to the regulations of our country rer generally peaking.you should gaciously refused.ome special cases should be reported to the related 44.(1)generally speaking.the tour guide should graciously refuse (2)Ifit can not be declined,the tour guide should report to the leader (3)deal with the matters concerned with entrust,collect enough money,buy the jade carving for the guest and consigned it, then send the invoice,the consignation bill and the receipt to the English guest,the travel agency kept the copy ones for later 45(1)make sure of the traffic tickets before departure (2)Before departure.do not arrange the tour group to the wild and complicated place for sightseeing (3)Leave enough time to get to the airport(station or dock),the required time is as follows. By train:arrive at the station 1 hour ahead of time By international airline:2 hours ahead oftime 46.(1)the tour guide should report to the related department or the responsible person of the travel agency (2)Make liaison and arrange for the tourists to depart for the next stop as soon as possible (3)Smooth the feelings of the tourists.arrange the accommodation and visiting during the held-up time (4)Notify the next stop in time,make the corresponding adjustment (5)Apologize to the tourists (6)Write out the accident report find out the reasons and responsibility of the accident,the responsible person should bear the economic loss and punishment from the rules of public staff 7
7 travel agency concerned (3) Coordinate with the departments concerned to deal with the problems or difficulties arising, guarantee the carry out of the following tour plans 41, a foreign guest wants to travel in the non-open area, what should the tour guide do? (1)tell the foreign guest, to travel in the non-open area, they should apply for a travel permit from the public security bureau and the departments related, go to the place with the permission (2) The formalities for applying are as follows: A turn in the passport or residence permit for checking B, provide the certification related to the tour C, fill in the application form of traveling 42, a tour group was going to visit the Fuzhou Pedestrian Street after dinner, some guests showed they had ever visited there, wanted to change to visit Jiangbing Park, and ask for the pick-up service, if you are the local guide of the group, what would you do? (1) If time permitted and another arrangement is available, the tour guide should offer help as much as possible (2) Consult with the driver, provide convenience to the guests, if it is not convenient to use the vehicle, you could suggest the guests take a taxi and give them some directions of the routes (3) Remind the guests to remember the name of the hotel, the telephone number, remind them be aware of the time and safety, don’t come back too late (4) The fee for renting a car and the admission fee should be on their own, the service charge concerning about the visiting of the pedestrian street in the inclusive charges could not be refunded 43, a tourist got to contract with the relatives who haven’t seen for ages, then pose the request that he wants his relative to join the tour group, what should the tour guide do? (1) Ask for the permissions of the leader and other members in the tour group (2) Liaise with the department concerned of the travel agency, if there is no special; help the person to go through the formalities of signing up: show the valid certification, fill in the form, and pay expenses (3) If the person is the working stuff of the embassy, the tour guide should know his name, identification and the content of visiting (4) If he is the diplomat, strictly handle in according to the regulations of our country (5) If he is a reporter, generally speaking, you should graciously refused, some special cases should be reported to the related department for decision 44, (1) generally speaking, the tour guide should graciously refuse (2) If it can not be declined, the tour guide should report to the leader (3)deal with the matters concerned with entrust, collect enough money, buy the jade carving for the guest and consigned it , then send the invoice , the consignation bill and the receipt to the English guest, the travel agency kept the copy ones for later checking 45 (1) make sure of the traffic tickets before departure (2) Before departure, do not arrange the tour group to the wild and complicated place for sightseeing (3) Leave enough time to get to the airport (station or dock), the required time is as follows: By train: arrive at the station 1 hour ahead of time By domestic airline: one and a half hours ahead of time By international airline: 2 hours ahead of time 46. (1) the tour guide should report to the related department or the responsible person of the travel agency (2) Make liaison and arrange for the tourists to depart for the next stop as soon as possible (3) Smooth the feelings of the tourists, arrange the accommodation and visiting during the held-up time (4) Notify the next stop in time, make the corresponding adjustment (5) Apologize to the tourists (6) Write out the accident report, find out the reasons and responsibility of the accident, the responsible person should bear the economic loss and punishment from the rules of public staff
47,(1get to know the shape,character and value of the lost property in details,assist to analyst the time and place it may lost, actively search for it the travel agency and provide the certification (3)The owner goes to the local public security bureau with the certification to ask for the loss prove,in order to turn in for the check or lodge a complaint on the insurance company ort and visa (2)When applying.the travel ag should prov provides thephoto (3)The ow (4)Go to the Guangzhou American consulate to apply for a new passport with the certification issued by the public security bureau (5)After getting the new passport.go to the public security bureau again for the visa (6)The fee s generated should be on the guest's own (2)The owner go to the local public security bureau to report the loss with the prove (3)After the verification,issue the ID certification (4)After the verification of the security staff,they could go on their journey 50.(1)report to the travel agency immediately and ask for the certification (2)the owne er report the los ty burea .after verification,then the entrance and exit administration ssue one -time validthe aisse-passer for exit of people's republic of china (3)Tell the guest the fees should be at his expense 51.(1)get to know the health state of the patient from the relatives and the other tourists around in details and report to the travel agency in time (2)With the permission of the leade and the patient hygien station hospital to make the related check (3)If the tourist does get the contagious disease,he should be isolated for treatment;the other tourists need to be steril ized (4)When necessary,the patient can leave china ahead of time,the tour guide should help with the formalities of exit (5)Appease all the tourists in the party,keepon with the tour 52.(1)be enthusiastic in every aspects of reception srvice,be careful offer convenience as much as possible able requireme (2)When arranging the tour,take the conditions of their health and the spe al needs into consideratior (3)In the reception progress,do not hurt their sensible feelings 53.(1)if it doesn't need to extend the visa,the tour guide could meet his demand generally.otherwise,in principle should graciously decline (2)if there is sme special reas first ask fo erson in ency,then offer som necessary help.coordinate with him to separate the visa and extend the visa with the certificate of the travel agency,the passport and collective visa (3)Assist him to rebook the flight and seat,reserve the room.All the expenses are on the guest's account 54.(1)liaise with the reception desk at once inquire whether the tourist had checked out yet,whether there was a message (2)Ifthe touristsstil stays in the hotel,the tour guide should consider all the places the tourist may appear,and search for him (3)If the tourist had checked out,ask for the directions of the travel agency,got the definite answers of leaving the hotel,the tour guide could leave 55.(1)arrange the activities strictly based on the reception program,and make sure everything is ok (2)adopt all kinds of tour arts as much as possible.attract the tourists (3)Keep contract with the tourists,exchange ideas from time totme reduce the troubl and misunderstandings (4)Often check the tour plan.supervise the service quality and the implement of rank standard of the reception unit,safeguard the legitimize rights and interest of the tourists
8 47, (1) get to know the shape, character and value of the lost property in details, assist to analyst the time and place it may lost, actively search for it (2) If the lost property is registered or need to be brought back across the customs, or it is the insured valuable things, r eport to the travel agency and provide the certification (3) The owner goes to the local public security bureau with the certification to ask for the loss prove, in order to turn in for the check or lodge a complaint on the insurance company 48, (1) coordinate with the owner to apply for the passport and visa (2) When applying, the travel agency should provide the certification, the owner provides the photos (3) The owner goes to the local public security bureau to claim a lost and offer the certification by himself (4) Go to the Guangzhou American consulate to apply for a new passport with the certification issued by the public security bureau (5) After getting the new passport, go to the public security bureau again for the visa (6) The fees generated should be on the guest’s own 49, (1) the local travel agency provide the loss prove (2) The owner go to the local public security bureau to report the loss with the prove (3) After the verification, issue the ID certification (4) After the verification of the security staff, they could go on their journey 50, (1) report to the travel agency immediately and ask for the certification (2) the owner report the loss to the local public security bureau , after verification, then the entrance and exit administration issue one-time valid “the laissez-passer for exit of people’s republic of china. (3) Tell the guest the fees should be at his expense 51, (1) get to know the health state of the patient from the relatives and the other tourists around in details and report to the travel agency in time (2) With the permission of the leader and the patient himself, go to the hygiene quarantine station or hospital to make the related check (3) If the tourist does get the contagious disease, he should be isolated for treatment; the other tourists need to be sterilized (4) When necessary, the patient can leave china ahead of time, the tour guide should help with the formalities of exit (5) Appease all the tourists in the party, keep on with the tour 52, (1) be enthusiastic in every aspects of reception service, be careful and considerate, offer convenience as much as possible, satisfy their reasonable requirements (2) When arranging the tour, take the conditions of their health and the special needs into consideration (3) In the reception progress, do not hurt their sensible feelings 53, (1) if it doesn’t need to extend the visa, the tour guide could meet his demand generally, otherwise, in principle should graciously decline (2)if there is some special reasons, first ask for the instructions of the person in charge in the travel agency, then offer some necessary help, coordinate with him to separate the visa and extend the visa with the certificate of the travel agency, the passport and collective visa (3) Assist him to rebook the flight and seat, reserve the room. All the expenses are on the guest’s account 54, (1) liaise with the reception desk at once inquire whether the tourist had checked out yet, whether there was a message (2) If the tourists still stays in the hotel, the tour guide should consider all the places the tourist may appear, and search for him together with the drivers respectively (3) If the tourist had checked out, ask for the directions of the travel agency, got the definite answers of leaving the hotel, the tour guide could leave 55, (1) arrange the activities strictly based on the reception program, and make sure everything is ok (2) adopt all kinds of tour arts as much as possible, attract the tourists (3) Keep contract with the tourists, exchange ideas from time to time, reduce the unnesscenry trouble and misunderstandings (4) Often check the tour plan, supervise the service quality and the implement of rank standard of the reception unit, safeguard the legitimize rights and interest of the tourists