第一篇：導游業務知識復習150題

導游員—業務知識復習150題

1.獲得導游人員資格證書多長時間后能夠成為初級導游員？

一年。

2.導游講解時間占整個旅途時間的多少為最佳？

60%--70%。

3.為防止漏接，導游員至少應提前多長時間到達接站地點？

半小時。

4.為保證旅客準時到達離站地點，乘國內航班應提前多長時間到達機場？

90分鐘。

5.為保證旅客準時到達離站地點，乘國際航班應提前多長時間到達機場？

120分鐘。

6.為保證旅客準時到達離站地點，乘火車或輪船應提前多長時間到達機場？

60分鐘。

7.導游人員是否要為旅游者代為保管證件？

不要。

8.在離站當日，是否安排旅游團到地域復雜、偏遠的景點參觀游覽，安排自由活動 或購物？為什么？

不能，為了防止誤機（車船）事故的發生。

9.如旅客要求換餐，應在用餐前幾小時前提出，地陪與餐廳聯系盡力滿足？

3小時。

10.什么是OK票？

已經訂妥日期、航班和機座的機票。11.導游人員按職業性質分為幾類？

專職導游 兼職導游。

12.旅游者要求延長旅游期，如需要延長簽證，導游人員原則上應怎樣做？

婉言拒絕。

13.站臺票當日使用幾次有效？

1次。

14.旅游者要求導游人員向有關部門或親友轉遞物品、信件，導游員應怎樣做？

婉言拒絕，讓旅游者自己辦理。

15.遇到交通事故，導游員首先應做的是什么？

立即組織搶救。

16.發生治安事故時，導游人員首先想到的是什么？

保護旅游者生命財產安全。

17.身高多少的兒童應購買兒童半價票？

110厘米至140厘米的兒童。18.2002年新版導游證為什么形式？

IC卡。

19.導游員遺失導游證后，在申請補辦期間能否從事導游活動？

不能。

20.擅自增加或者減少旅游項目的導游員將被暫扣導游證多長時間？

3至6個月。

21.導游證的有效期限為多少年？

3年。

22.導游人員按業務范圍劃分，可分哪幾類？

海外領隊、全程陪同導游員、地方陪同導游人員、景區（點）講解員。23.按技術等級劃分，導游人員可分為哪幾種？

初級導游人員、中級導游人員、高級導游人員、特級導游人員。24.全陪導游人員的職責是什么? 實施旅游接待計劃，做好組織協調工作，保護安全，處理問題，宣傳促銷，市場調研。25．地陪導游人員的職責是什么? 安排旅游活動，做好服務工作，負責導游講解，維護游客安全，處理相關問題。26．導游人員應具備哪些基本素質？

思想素質，知識水平，工作能力，身心素質，儀容儀表。27．導游人員應具備哪些工作能力？

執行政策能力，組織協調能力，語言表達能力，人際交往能力，應對事變能力，旅游促銷能力。28．導游人員應具備哪些身心素質？

健壯的體魄，平和的心緒，清醒的頭腦，健康的靈魂。29．導游人員應該必須遵守哪些行為規范？

忠于祖國，切記內外有別；按章辦事，堅持請示匯報；遵紀守法，不辱國格人格。30．導游人員應注意哪些小節？

不得單獨隨意進入游客的房間，尤其是異性游客的房間；不得攜帶自己親友隨團活動；不得與同性外國旅游團領隊同住一室；飲酒不得超過自己酒量的三分之一。31.地方陪同在接團前需要落實下榻飯店的哪些事宜？

飯店名稱、位置、概況、服務設施和服務項目。

32.地方陪同在接團前需要落實該團使用客房的哪些事宜？

客房類型、數量、時間、價格及其構成。

33.地方陪同在接團前需要向飯店提供哪些旅行團的信息？

抵離時間、交通方式、飯店內的主要活動和具體安排。34.地方陪同需要和餐廳溝通哪些事宜？

確認該團日程表上安排的每一次用餐情況，時間、團號、用餐標準、人數、特殊要求及陪同人數和標準。

35.對導游講解的四個基本要求是什么？

正確、清楚、生動、靈活。

36.導游講解中的“正確”指的是什么？

內容正確，語言正確。

37．導游語言的基本要求是什么？

言之有物，言之有據，言之有理，言之有情，言之有禮，言之有神，言之有趣，言之有喻。38．導游員在同游客交談時，為達到聯絡感情、宣傳自己和了解游客的目的，需要注意什么問題? 熟悉游客的姓名，傾聽對方的談話，表達自己的意見，留下良好的印象。39.導游員勸服游客時，有哪幾種方式？

誘導式勸服，迂回式勸服，暗示式勸服。40.導游員提醒游客的語言方式主要有哪幾種？

敬語式提醒，協商式提醒，幽默式提醒。

41.導游員回絕游客的方式有哪幾種？

柔和式回絕，迂回式回絕，引申式回絕，誘導式回絕。42.導游員對游客的道歉方式有幾種？

微笑式道歉，迂回式道歉，自責式道歉。43．導游員講解過程中的態勢語言有哪兩大類？

表情語言、動作語言。

44．導游服務由哪三要素構成？

語言、知識、服務技能。

45．導游講解時，有哪幾種回答方式？

自問自答法，我問客答法，客問我答法。46．在陪同游覽中領隊應注意哪些問題？

注意旅游者的動向，防止各種事故的發生；出現事故和問題時，應與接待社密切配合進行妥善處理，消除不良影響。

47．在旅游結束后，領隊的后續工作有哪些？

回收征求意見表；填寫《領隊小結》，整理有關材料；結清所有賬目，歸還所借物品；協助領導處理遺留問題。

48．全陪上團前應做好哪些必要的物質準備工作？

攜帶必要證件（本人身份證、導游證、邊際通行證）；結算所需單據和費用（撥款結算單、支票、旅差費等）；旅游接待計劃，日程表，旅游宣傳品，行李卡，徽記，全陪日志等。49．全陪上團前應及時充實哪些相關知識？

客源國（地區）知識；景區、景點專題知識。50．全陪的歡迎辭應包括哪些內容？

表示歡迎，自我介紹（包括司機，地陪）；表達竭誠服務的愿望，期望旅客合作，祝愿旅途愉快等。

51．地陪在接團前的準備工作有哪些？

熟悉接待計劃，落實接待事宜，準備相關物質，準備語言知識，修飾自身形象，做好心理準備。52．地陪在準備工作中應落實哪些接待事宜？

核對活動日程，落實旅游車輛，落實住房用餐，落實行李運送，熟悉有關景點，掌握聯絡電話，提前聯系全陪。

53．上團前地陪應做好哪些相關的物質準備？

領取必要的票證、表格（景點門票結算單、餐飲結算單等）；備齊上團必需證件、物品（胸卡、導游證、導游旗等）。

54．導游人員在自己形象方面要注意什么？

著裝整潔大方自然，化妝戴飾適度，佩戴胸卡。55．地陪在團隊抵達前應做好哪些工作？

確認旅游團所乘交通工具抵達的準確時間；與旅游車司機取得聯系；再次核實旅游團抵達準確時間；與行李員取得聯系；接待站標志迎候旅游團。56．團隊抵達后，地陪應做好哪些服務工作？

認找旅游團，核實實到人數，集中清點行李，集合登車。57．集合登車時地陪應該做好哪些工作？

首先提醒游客帶齊隨身物品；引導旅游者前往登車處；游客上車時，地陪恭候在車門旁，協助游客上車；全體游客上車坐穩后，檢查行李架上物品是否牢固、安全；禮貌的清點人數后，確認沒有問題后，請司機開車。

58．在赴飯店途中，地陪要做好哪幾項工作？

致歡迎辭，調整時間，沿途導游，下車前宣布集合時間、地點。59．歡迎辭的主要內容有哪些？

代表接待社、本人、司機歡迎游客光臨；介紹自己姓名、旅行社；介紹司機技術，工作年限（駕齡）；表達竭誠服務的愿望；祝愿游客游覽順利，愉快。60．地陪在首次沿途導游中應介紹哪些方面的內容？

本地和沿途主要風光，當地風情，下榻飯店的基本情況。61．旅游團抵達飯店后，地陪要做好哪些工作？

協助領隊、全陪辦理入住手續；介紹飯店設備設施；帶領游客用好第一餐；宣布活動安排；照顧行李進房；安排叫早服務；處理臨時發生的各類問題。62．在帶領游客用第一餐時，地陪應向游客介紹什么？

飯店就餐方式、地點、時間及有關規定；主動引領游客到餐廳就餐；將旅游團隊領隊介紹給餐廳經理、主管，告知旅游團在飲食方面的特殊要求。63．在游客參觀游覽前，地陪應做好哪些工作？

提前到達集合地點；核實、清點實到人數；提醒注意事項；準時集合登車。64．在游客參觀游覽前，地陪應提醒游客哪些注意事項？

預報當天天氣情況，游覽點地形，行走路線的長短，帶好自己衣服、雨具等。65．地陪的途中導游應該注意什么？

重申當日活動安排，風情導游，介紹游覽景點，活躍氣氛。66．地陪在景點講解中的主要工作有哪些？

交代游覽注意事項，導游講解，留意游客走向，防止游客走失。67．地陪在返程服務中主要工作有哪些？

回顧當天活動；回答游客問詢；如果不從原路返回，做沿途風光導游；宣布次日活動日程。68．旅游團品嘗地方風味有哪兩種形式？

一種是計劃內的；另一種是計劃外的，游客自發自費。69．地陪在游客購物時應做好那些工作？

講清停留時間和注意事項；介紹本地商品特色；到旅游定點商店購物；承擔翻譯工作；介紹托運手續；維護游客正當權益。

70．地陪在送站服務中應做好哪些準備工作？

核實、確認交通票據；確定出行李時間；商定出發、叫早和早餐時間；協助飯店結清與游客的有關費用；返還游客證件。

71．離開飯店前，地陪應做好哪些離店服務工作？

集中交運行李；辦理退房手續；集合登車。72．在集合登車前，地陪應做好哪些工作？

詢問游客與飯店帳目是否結清；有無遺落物品；收齊房間鑰匙交飯店總服務臺；召集全團游客上車；入座后清點人數；請游客檢查攜帶物品，沒有問題后請司機開車。73．送行服務中，地陪應做好哪些工作？

回顧旅程，征求意見；致歡送詞；帶隊提前趕往機場（車站，碼頭）；辦理離站手續；與司機結帳。

74．地陪下團后，應做好哪些后續工作？

處理遺留問題、結清所有帳目、做好工作總結。

75．在游覽行程服務中，地陪需要提前多少分鐘到達集合地點？

10分鐘。

76．旅行社的旅游咨詢服務有哪幾種方式？

電話咨詢服務，信函咨詢服務，現場咨詢服務。

77．導游人員在與游客交往服務過程中要注意哪幾個問題？

了解游客心理；營造合作氛圍；調節游客情緒；提供個性化服務。78．導游人員在了解游客心理工作中應從哪幾個方面入手？

從國籍、職業、年齡、性別、階層等方面入手；從游客的旅游動機入手；旅游活動各階段游客的心理變化入手；游客的言行舉止入手。79．游客外出旅游的動機有哪四大類？

社會動機，文化動機，身心動機，經濟動機。

80．導游人員和游客間營造和諧氣氛必須做到哪幾點？

懂得尊重游客，保持微笑服務，使用柔性語言，建立伙伴關系。81．全陪導游、地陪導游和領隊的“三個共性”是什么？

共同的服務對象（游客）、共同的工作任務（執行旅游計劃）、共同的工作目標（向游客提供滿意服務）。

82．導游人員和領隊搞好協作關系的因素有哪些？

尊重領隊權限，支持領隊工作；多同領隊協商，爭取領隊配合；多給領隊榮譽，調動領隊興致；有理、有利、有節，避免正面沖突。

83．全陪和地陪合作共事的基礎是什么？

彼此尊重，互相溝通；加強協作、密切配合。84．導游人員和司機間合作的原則是什么？

尊重司機勞動，及時溝通情況，協助安全行車。85．導游人員在與相關接待單位合作時應做到哪幾點？

尊重相關接待單位，多與接待單位溝通，相互支持，相互補救，堅持原則，平等協商。86.全陪、地陪和領隊之間怎樣建立良好的協作關系？

主動爭取各方配合；尊重各方權限和利益；建立友情關系；主動交流信息和溝通思想；學習眾家之長；勇于承擔責任；保持適當距離。87.地方陪同的自身狀況準備有哪些方面？

身體狀況準備；心理狀況準備；儀容儀表準備；知識語言準備。88.地方陪同在接團前需要有什么樣的心理狀況準備？

要充滿信心；對工作的艱苦性復雜性要有充分的認識；對客人的抱怨和投訴要有充分的準備。89．對游客個別要求的處理原則是什么？

盡量滿足游客需要原則；認真傾聽、耐心解釋原則；尊重游客，不卑不亢原則。90．導游人員對游客提出“文娛活動方面要求”的處理原則是什么？

合理而可能

91．外國游客在我國購買中藥材、中成藥的限量是多少？

帶往國外總值限人民幣300元；帶往港澳地區總值限人民幣150元。92．游客要求自由活動或單獨活動是否允許？處理原則是什么？

一般情況允許；處理原則是“合理而可能“。93．需勸阻游客自由活動的幾種情況是什么？

旅游團即將離開本地；當地治安情況不理想；在江河湖海等存在一定危險的情況下；不對外開放區。

94．導游人員對宗教界游客服務時應注意哪些問題？

提前做好有關準備，尊重信仰滿足需求，勸阻其散發宣傳品。

95．導游人員對老年游客的服務時應注意些什么？

適當放慢行進、講解速度，耐心解答所提問題，預防老年游客走失，盡量多做提醒工作，節省老年游客的體力。

96．在節省老年體力時應從哪些方面去做？

日程安排疏密相宜，活動節奏不宜太快，適當增加休息時間，選擇安全停車地點。97．導游人員為兒童游客服務時應掌握哪“四不宜”原則？

不宜光照顧兒童而冷落其他人；不宜為討好兒童給其買食品、玩具等；不宜單獨帶游客的孩子外出活動；兒童生病時，不能擅自給其服藥，建議家長去醫院診療。98．商定日程的原則是什么？

賓客至上，服務至上的原則；主隨客便的原則；合理而可能的原則；平等協商的原則。99．在車上，導游人員應該怎么清點人數？

待游客全部上車坐好后，目視清點（忌用手）；點車上的剩余空座。100．導游工作集體“三成員”和“導游服務”三要素分別是什么？

全配、地陪、領隊；語言水平、知識水平、服務技能。

101．導游員的獨立工作能力和創新精神主要表現在哪幾個方面？

獨立執行政策和宣傳講解能力；靈活的工作方法，一定的組織能力；善于和各種人打交道的能力；獨立分析、處理解決一般問題和突發事故的能力。102．導游人員在學習中要注意的“四勤“是什么？

眼勤（飽覽群書 注意觀察）；嘴勤（多說多講 不恥下問）；手勤（多做摘記、總結、多寫文章）；腿勤（多請教、多深入、多調查研究）。

103．安排一地游覽時必須遵循的原則是什么？

適合旅游團特點；體現本地特色；點面結合，留有余地；勞逸結合，兼顧參觀；各項活動，不宜雷同。

104．地陪應如何確定和通知叫早時間？

地陪每天要與領隊商定第二天的叫早時間，并由領隊通知全體游客，由導游員通知飯店總服務臺或樓層服務員，保證按時叫早。105．現場導游講解應具備什么特點？

生動、形象、具體、親切、靈活。106．帶好旅游團主要依靠什么？

一靠實力。即導游員的知識水平，導游技能和處理問題和事故的能力；二靠完成一項任務所使用的方式方法（包括處理好正常的人際關系）。107．導游員首次亮相應注意什么？

出面（儀表儀容，神態風度）；出手（動作、姿態、形象）；出口（語言、語調、詞語、運用正確）。

108．導游員應如何維護自己的形象？

出現緊急情況，要善于控制局面；說話沉穩、中肯，辦事沉著冷靜、果斷；敢于承擔責任，使旅行者有安全感；隨時關心游人，在“合理可能”的情況下滿足個別人需求；精神飽滿、樂觀、自信、熱情、友好，給游人信賴感。

109．什么是導游員使用的柔性語言？

柔和甜美，聽來順耳、順心；語氣親切，語調柔和，措辭委婉，說理自然；具有較強威懾力、征服力，能起到以柔克剛、吸引游人作用。110．地陪怎樣預防漏接的發生？

認真閱讀接待計劃，核實旅游團抵達的準確時間，提前抵達接待站地點。

111．漏接發生的原因是什么？

主觀原因是：導游人員未按服務接待程序要求提前抵達接站地點；因疏忽，把接站地點搞錯；導游未及時閱讀變更通知，按原計劃接站；接團前沒做到“三核實”。

客觀原因是：導游人員未接到本社有關部門關于旅游團提前到達的通知。112．導游員怎樣處理漏接事故？

主觀原因造成漏接的，要實事求是說明情況，誠懇賠禮道歉；采取各種補救措施，用更加熱情周到的服務完成計劃內全部活動內容。

客觀原因造成漏接的：要立即與接待社有關部門取得聯系，查明原因；向游客耐心仔細解釋，防止誤解；盡量采取補救措施，努力完成接待計劃，使游客的損失減少到最低程度；必要時請旅行社的領導出面賠禮道歉，或酌情給游客一定的物質補償。113．什么叫漏接？什么叫空接？

旅游團抵達后，無導游人員迎接現象，叫漏接；

由于各種原因，旅游團推遲抵達，導游人員仍按原計劃預定的班次、車次接站，而沒有接到旅游團的現象叫做空接。114．空接的原因是什么？

旅游團因故滯留在途中，地方接待社未接到通知；班次變更旅游團推遲到達，接待社未接到通知；班次變更旅游團推遲到達，接待社忘記及時通知導游員。115．地陪怎樣處理空接事件？

立即與本社有關部門取得聯系，查明原因；如果推遲抵達時間短，留在站點繼續迎候旅游團到來；如果推遲抵達時間長，按本社安排從新落實接待事宜。116．什么叫錯接？

導游員接站時未認真核實，接了不應由他接的旅游團，屬責任事故。117．導游員怎樣預防錯接事故的發生？

地陪應提前到達接站地點，迎接旅游團；接團時認真核實；提高警惕，嚴防其他人員非法接走旅游團。

118．導游員怎樣處理錯接事件？

如錯接發生在同接待社的兩個旅游團，經領導同意可不再交換旅游團；如地陪兼全陪，應交換旅游團，并向游客道歉；如錯接的是別家旅行社的旅游團，地陪應立即向接待社的領導匯報，設法盡快交換旅游團，向游客實事求是的說明情況，誠懇道歉。119．導游員怎樣防止誤機事故的發生？

地陪、全陪提前做好游客離站交通票據的落實、核實工作；離站當天，不安排范圍廣、地域復雜的景點參觀游覽，不安排到繁華熱鬧的地方購物或自由活動；預留出充裕的時間去機場（車站、碼頭）。

120．導游員怎樣處理誤機（車、船）事故？

立即報告社領導，請求協助；盡快聯系機場（車站、碼頭）爭取讓游客在最短時間內改乘后續班（車）次離開，或改乘其他交通工具前往下一站；穩定游客情緒，安排好滯留時間的食宿、游覽事宜；及時通知下站，對日程作相應調整；向游客賠禮道歉；寫出事故報告，查清事故原因、責任。121．如何預防游客證件、財物遺失現象的發生？

多做提醒工作；在導游人員工作中，需要用游客證件由領隊收取，用后即還；切實做好每次行李清點、交接安排；每次游客下車后，導游提醒司機清車、關窗、鎖門。122．外國人遺失護照和簽證，導游員應該怎么辦？

旅行社出具證明，失主持證明到公安機關報失；失主領取遺失證明后，到本國駐華使、領館辦理新護照；失主持新護照到公安機關申辦有關簽證手續；持居留證件的外國人取得新護照后，還應

申辦居留證件上的護照號碼變更手續。

123．旅游團遺失團體簽證，申請補辦手續需提供哪些證明？

重新打印與原團體簽證格式、內容相同的該團人員名單及原團體簽證復印件；旅行社出具公函；該團全體成員護照。

124．國內游客遺失居民身份證怎么辦？

由當地接待社核實后開具證明；失主持證明到當地公安局報失，經核實后開具身份證明，機場安檢人員核準放行。

125．怎樣預防游客走失？

導游每天向游客報告當日行程、游覽點、中晚餐廳名稱；下車入點游覽前，地陪告知游客停車站、車號、車的特征、強調開車時間；入點后介紹游覽路線、時間、集合時間、地點。126．怎樣防止游客的走失？

做好預防工作；經常清點人數；吸引游客注；做好提醒工作。127．為預防游客的走失，地陪怎樣做好提醒工作？

游客單獨外出，提醒其記住接待社名稱、與導游的聯系方法、下榻飯店名稱、地址、電話等；游客自由活動，建議其結伴同行，不要走得太遠，不要回宿處太晚，不去混亂、危險地方。128．游客一旦走失后，導游員怎么處理？

了解情況，迅速尋找；爭取有關部門的協助；努力做好善后工作；寫出事故處理報告； 129．導游員怎么預防游客患病？

了解游客的健康狀況，周密安排游覽活動；做好提醒、預防工作。130．為預防游客患病，地陪要做好哪些方面的提醒和預報工作？

做好天氣預報工作；提醒游客適時增減衣服，穿戴適當的鞋帽；提醒游客注意飲食衛生；提醒游客盛夏干燥時多喝水；適當調整游覽時間、強度、保證休息。131．游客患一般疾病時，導游員應該怎么處理？

勸其及早就醫注意休息；關心游客病情；向游客明確看病費用自理；不擅自給患者藥。132．導游員怎樣預防交通事故的發生？

具有安全意識，注意游客安全；配合司機做好行車安全；安排活動時間留有余地；不讓司機違章、超速行車；禁止非本車司機開車；提醒司機不飲酒，阻止司機酒后駕駛；如司機飲酒，應報告旅行社，交換司機或另派車輛。

133．對于已發生的交通事故，導游員應如何處理？

組織人員實施搶救；保護現場，立即報案；報告領導，請求指示；安撫游客，繼續游覽；寫出報告，說明情況。

134．導游員怎樣預防治安事故的發生？

提醒游客不讓陌生人進入房間；不與私人兌換外幣；建議游客貴重財物存入飯店保險柜；不將貴重物品、證件留放車內；旅游活動中，導游人員始終與游客在一起，注意觀察周圍環境、動向，經常清點人數。

135．一旦發生治安事故，導游人員如何處理？

保護游客、立即報案、報告領導、穩定游客、寫出報告、做好善后工作。136．導游員怎樣預防火災發生？

提醒游客不帶易燃、易爆物品，不亂扔煙頭、火種；熟悉飯店樓層、安全出口、安全樓梯位置及轉移路線并向游客介紹；牢記火警電話、掌握領隊和各游客房間號碼。137．一旦發生火災事故，導游員應做好哪些工作？

立即報警，迅速通知領隊和全團游客安全撤離，聽從統一指揮，迅速通過安全出口疏散游客，引導游客自救，協助處理善后事宜。

138．食品中毒有哪些癥狀與特點？

癥狀是：上吐下瀉、腹痛、惡心、胃寒、發熱等；特點是：起病發病快、潛伏期短、嚴重時脫水休克等。

139．導游員應對食品中毒的游客怎樣處置？

讓患者多喝水以緩解毒性；盡快送往醫院治療；請醫生開具“診斷證明”；迅速向游行社領導報告；將診斷證明復印備案。140．“開放性骨折”和“閉合性骨折”的區別是什么？

“開放性骨折”折斷骨骼會暴露在外；“閉合性骨折”痛處皮膚表面無傷口。141．骨折的處置方法是什么？

開放性骨折：抬高骨骼肢體、止血、包扎（包扎前清洗傷口）、固定。閉合性骨折：固定、搬運。142．暈厥的癥狀是什么？

突然面色蒼白、眼前發黑、惡心、脈搏細弱、繼之喪失知覺。143．導游員處置暈厥的措施有哪些？

將患者平放空氣流通處，解開衣領，使其下肢略高于頭部，增加腦部血流量；觀察心跳，正常輕拍呼名；無反應壓人中穴；清醒后，喂糖水；不見效，迅速送往醫院救治。144．急性心肌梗死的癥狀是什么？

發病急，胸部劇痛，面蒼白，唇發紫，大汗淋漓，呼吸困難，脈搏細弱，惡心嘔吐等。145．導游員對急性心梗的游客如何救治？

立即聯系附近醫院急救中心；患者仰臥勿移動；從患者衣袋中找急救藥為其服用；如脈搏消失、呼吸停止，實施胸部按壓或人工呼吸；醫護人員到達后送往醫院。146．中暑癥狀是什么? 全身乏力，頭疼頭暈，眼花惡心，胸悶口渴多汗，嚴重者面色蒼白、嘔吐、昏迷。147．導游員怎樣處置中暑游客? 移到陰涼通風處，解開衣領、放松褲帶，給患者扇風，飲用含鹽飲料，服用十滴水(人丹)，對發熱者擦拭物理降溫；對神志不清者，按人中穴，雙手合谷穴，盡快送往醫院。148．導游員怎樣救治溺水游客? 清理鼻、口內污物；墊高腹部，頭朝下控水； 仰臥人工呼吸，體外心臟擠壓；送往醫院。149．導游員對暈機（車、船）游客怎么辦？

提醒旅游者不要飽食，服用防暈藥物，讓其坐前排。150．導游員對蝎蜂叮蟄游客怎么治療？

將毒刺拔出，吸出毒，肥皂水洗傷口；服用止痛藥。

第二篇：導游業務知識題

導游業務知識題：

1． 什么是簽證？旅游簽證屬于那種簽證？

2． 特快、快速旅客列車的車次前冠英文字母是什么？ 3． 中國海關對于中藥材、中成藥進出境有何規定？ 4． 目前，我國受理的外國信用卡有哪幾種？ 5． 什么叫導游服務？

6． 導游服務的經濟屬性表現在那幾個方面？ 7． 導游服務的基本原則是什么？

8． 我國的導游人員是否有技術等級劃分？如何劃分？劃分的依據是什么？ 9． 導游語言的“八要素”是什么？ 10． 導游人員應具備哪些素質 11． 地陪的歡迎詞包括哪些內容？ 12． 地陪的工作程序是什么？ 13． 地陪的歡送詞包括哪幾方面？ 導游服務技能題：

1.在旅游團抵達的前一天，地陪應與有關人員一起檢查各項接待工作的落實情況，具體說包括哪些事宜？除此以外，地陪個人還應做好哪些準備工作？

2.地陪為什么要與領隊核對商定活動日程？核對商定日程時一般會出現哪三種情況？地陪應如何對答？應采取什么相應措施？

3.在旅游團出發參觀游覽之前，地陪提前10分鐘到達集合地點后需要做哪些工作？ 4.在至參觀游覽途中，地陪應該做哪些工作？到達景點前后應交代哪些注意事項？ 5.在帶領游客購物時，地陪的職責是什么？需要注意哪些問題？ 6.旅游團在離開本地（站）之前，地陪應做好哪些準備工作？ 7.“送行服務”應該包括哪些具體服務工作？

8.全陪在導游服務集體中的地位和作用是什么？在上團前應當了解和掌握該團的哪些具體情況？全陪做好聯絡協調工作的主要內容是什么？

9.導游人員處理工作內容與環節的技能常見的包括哪幾個方面？ 10.導游員用什么辦法消除游客的消極情緒？ 山西導游知識題：

1.山西有哪些省級風景名勝區？ 2.山西有哪些珍稀自然景觀？ 3.山西有哪些國家級自然保護區？ 4.山西省目前有多少處森林公園？ 5.山西有哪些歷史名山？ 6.山西有哪些風味食品？ 7.晉菜有何特點？

8.山西古城遺址有哪些？ 9.山西有哪些民俗旅游景點？ 10.什么叫“山右”？

第三篇：導游復習100題

導游員—業務知識復習150題

1.獲得導游人員資格證書多長時間后能夠成為初級導游員？

一年。

2.導游講解時間占整個旅途時間的多少為最佳？

60%--70%。

3.為防止漏接，導游員至少應提前多長時間到達接站地點？

半小時。

4.為保證旅客準時到達離站地點，乘國內航班應提前多長時間到達機場？

90分鐘。

5.為保證旅客準時到達離站地點，乘國際航班應提前多長時間到達機場？

120分鐘。

6.為保證旅客準時到達離站地點，乘火車或輪船應提前多長時間到達機場？

60分鐘。

7.導游人員是否要為旅游者代為保管證件？

不要。

8.在離站當日，是否安排旅游團到地域復雜、偏遠的景點參觀游覽，安排自由活動 或購物？為什么？

不能，為了防止誤機（車船）事故的發生。

9.如旅客要求換餐，應在用餐前幾小時前提出，地陪與餐廳聯系盡力滿足？3小時。

10.什么是OK票？

已經訂妥日期、航班和機座的機票。

11.導游人員按職業性質分為幾類？

專職導游 兼職導游。

12.旅游者要求延長旅游期，如需要延長簽證，導游人員原則上應怎樣做？婉言拒絕。

13.站臺票當日使用幾次有效？

1次。

14.旅游者要求導游人員向有關部門或親友轉遞物品、信件，導游員應怎樣做？

婉言拒絕，讓旅游者自己辦理。

15.遇到交通事故，導游員首先應做的是什么？

立即組織搶救。

16.發生治安事故時，導游人員首先想到的是什么？

保護旅游者生命財產安全。

17.身高多少的兒童應購買兒童半價票？

110厘米至140厘米的兒童。

18.2002年新版導游證為什么形式？

IC卡。

19.導游員遺失導游證后，在申請補辦期間能否從事導游活動？

不能。

20.擅自增加或者減少旅游項目的導游員將被暫扣導游證多長時間？

3至6個月。

21.導游證的有效期限為多少年？

3年。

22.導游人員按業務范圍劃分，可分哪幾類？

海外領隊、全程陪同導游員、地方陪同導游人員、景區（點）講解員。

23.按技術等級劃分，導游人員可分為哪幾種？

初級導游人員、中級導游人員、高級導游人員、特級導游人員。

24.全陪導游人員的職責是什么?

實施旅游接待計劃，做好組織協調工作，保護安全，處理問題，宣傳促銷，市場調研。

25．地陪導游人員的職責是什么?

安排旅游活動，做好服務工作，負責導游講解，維護游客安全，處理相關問題。

26．導游人員應具備哪些基本素質？

思想素質，知識水平，工作能力，身心素質，儀容儀表。

27．導游人員應具備哪些工作能力？

執行政策能力，組織協調能力，語言表達能力，人際交往能力，應對事變能力，旅游促銷能力。

28．導游人員應具備哪些身心素質？

健壯的體魄，平和的心緒，清醒的頭腦，健康的靈魂。

29．導游人員應該必須遵守哪些行為規范？

忠于祖國，切記內外有別；按章辦事，堅持請示匯報；遵紀守法，不辱國格人格。

30．導游人員應注意哪些小節？

不得單獨隨意進入游客的房間，尤其是異性游客的房間；不得攜帶自己親友隨團活動；不得與同性外國旅游團領隊同住一室；飲酒不得超過自己酒量的三分之一。

31.地方陪同在接團前需要落實下榻飯店的哪些事宜？

飯店名稱、位置、概況、服務設施和服務項目。

32.地方陪同在接團前需要落實該團使用客房的哪些事宜？

客房類型、數量、時間、價格及其構成。

33.地方陪同在接團前需要向飯店提供哪些旅行團的信息？

抵離時間、交通方式、飯店內的主要活動和具體安排。

34.地方陪同需要和餐廳溝通哪些事宜？

確認該團日程表上安排的每一次用餐情況，時間、團號、用餐標準、人數、特殊要求及陪同人數和標準。

35.對導游講解的四個基本要求是什么？

正確、清楚、生動、靈活。

36.導游講解中的“正確”指的是什么？

內容正確，語言正確。

37．導游語言的基本要求是什么？

言之有物，言之有據，言之有理，言之有情，言之有禮，言之有神，言之有趣，言之有喻。

38．導游員在同游客交談時，為達到聯絡感情、宣傳自己和了解游客的目的，需要注意什么問題?

熟悉游客的姓名，傾聽對方的談話，表達自己的意見，留下良好的印象。

39.導游員勸服游客時，有哪幾種方式？

誘導式勸服，迂回式勸服，暗示式勸服。

40.導游員提醒游客的語言方式主要有哪幾種？

敬語式提醒，協商式提醒，幽默式提醒。

41.導游員回絕游客的方式有哪幾種？

柔和式回絕，迂回式回絕，引申式回絕，誘導式回絕。

42.導游員對游客的道歉方式有幾種？

微笑式道歉，迂回式道歉，自責式道歉。

43．導游員講解過程中的態勢語言有哪兩大類？

表情語言、動作語言。

44．導游服務由哪三要素構成？

語言、知識、服務技能。

45．導游講解時，有哪幾種回答方式？

自問自答法，我問客答法，客問我答法。

46．在陪同游覽中領隊應注意哪些問題？

注意旅游者的動向，防止各種事故的發生；出現事故和問題時，應與接待社密切配合進行妥善處理，消除不良影響。

47．在旅游結束后，領隊的后續工作有哪些？

回收征求意見表；填寫《領隊小結》，整理有關材料；結清所有賬目，歸還所借物品；協助領導處理遺留問題。

48．全陪上團前應做好哪些必要的物質準備工作？

攜帶必要證件（本人身份證、導游證、邊際通行證）；結算所需單據和費用（撥款結算單、支票、旅差費等）；旅游接待計劃，日程表，旅游宣傳品，行李卡，徽記，全陪日志等。

49．全陪上團前應及時充實哪些相關知識？

客源國（地區）知識；景區、景點專題知識。

50．全陪的歡迎辭應包括哪些內容？

表示歡迎，自我介紹（包括司機，地陪）；表達竭誠服務的愿望，期望旅客合作，祝愿旅途愉快等。

51．地陪在接團前的準備工作有哪些？

熟悉接待計劃，落實接待事宜，準備相關物質，準備語言知識，修飾自身形象，做好心理準備。

52．地陪在準備工作中應落實哪些接待事宜？

核對活動日程，落實旅游車輛，落實住房用餐，落實行李運送，熟悉有關景點，掌握聯絡電話，提前聯系全陪。

53．上團前地陪應做好哪些相關的物質準備？

領取必要的票證、表格（景點門票結算單、餐飲結算單等）；備齊上團必需證件、物品（胸卡、導游證、導游旗等）。

54．導游人員在自己形象方面要注意什么？

著裝整潔大方自然，化妝戴飾適度，佩戴胸卡。

55．地陪在團隊抵達前應做好哪些工作？

確認旅游團所乘交通工具抵達的準確時間；與旅游車司機取得聯系；再次核實旅游團抵達準確時間；與行李員取得聯系；接待站標志迎候旅游團。

56．團隊抵達后，地陪應做好哪些服務工作？

認找旅游團，核實實到人數，集中清點行李，集合登車。

57．集合登車時地陪應該做好哪些工作？

首先提醒游客帶齊隨身物品；引導旅游者前往登車處；游客上車時，地陪恭候在車門旁，協助游客上車；全體游客上車坐穩后，檢查行李架上物品是否牢固、安全；禮貌的清點人數后，確認沒有問題后，請司機開車。

58．在赴飯店途中，地陪要做好哪幾項工作？

致歡迎辭，調整時間，沿途導游，下車前宣布集合時間、地點。

59．歡迎辭的主要內容有哪些？

代表接待社、本人、司機歡迎游客光臨；介紹自己姓名、旅行社；介紹司機技術，工作年限（駕齡）；表達竭誠服務的愿望；祝愿游客游覽順利，愉快。

60．地陪在首次沿途導游中應介紹哪些方面的內容？

本地和沿途主要風光，當地風情，下榻飯店的基本情況。

61．旅游團抵達飯店后，地陪要做好哪些工作？

協助領隊、全陪辦理入住手續；介紹飯店設備設施；帶領游客用好第一餐；宣布活動安排；照顧行李進房；安排叫早服務；處理臨時發生的各類問題。

62．在帶領游客用第一餐時，地陪應向游客介紹什么？

飯店就餐方式、地點、時間及有關規定；主動引領游客到餐廳就餐；將旅游團隊領隊介紹給餐廳經理、主管，告知旅游團在飲食方面的特殊要求。

63．在游客參觀游覽前，地陪應做好哪些工作？

提前到達集合地點；核實、清點實到人數；提醒注意事項；準時集合登車。

64．在游客參觀游覽前，地陪應提醒游客哪些注意事項？

預報當天天氣情況，游覽點地形，行走路線的長短，帶好自己衣服、雨具等。

65．地陪的途中導游應該注意什么？

重申當日活動安排，風情導游，介紹游覽景點，活躍氣氛。

66．地陪在景點講解中的主要工作有哪些？

交代游覽注意事項，導游講解，留意游客走向，防止游客走失。

67．地陪在返程服務中主要工作有哪些？

回顧當天活動；回答游客問詢；如果不從原路返回，做沿途風光導游；宣布次日活動日程。

68．旅游團品嘗地方風味有哪兩種形式？

一種是計劃內的；另一種是計劃外的，游客自發自費。

69．地陪在游客購物時應做好那些工作？

講清停留時間和注意事項；介紹本地商品特色；到旅游定點商店購物；承擔翻譯工作；介紹托運手續；維護游客正當權益。

70．地陪在送站服務中應做好哪些準備工作？

核實、確認交通票據；確定出行李時間；商定出發、叫早和早餐時間；協助飯店結清與游客的有關費用；返還游客證件。

71．離開飯店前，地陪應做好哪些離店服務工作？

集中交運行李；辦理退房手續；集合登車。

72．在集合登車前，地陪應做好哪些工作？

詢問游客與飯店帳目是否結清；有無遺落物品；收齊房間鑰匙交飯店總服務臺；召集全團游客上車；入座后清點人數；請游客檢查攜帶物品，沒有問題后請司機開車。

73．送行服務中，地陪應做好哪些工作？

回顧旅程，征求意見；致歡送詞；帶隊提前趕往機場（車站，碼頭）；辦理離站手續；與司機結帳。

74．地陪下團后，應做好哪些后續工作？

處理遺留問題、結清所有帳目、做好工作總結。

75．在游覽行程服務中，地陪需要提前多少分鐘到達集合地點？

10分鐘。

76．旅行社的旅游咨詢服務有哪幾種方式？

電話咨詢服務，信函咨詢服務，現場咨詢服務。

77．導游人員在與游客交往服務過程中要注意哪幾個問題？

了解游客心理；營造合作氛圍；調節游客情緒；提供個性化服務。

78．導游人員在了解游客心理工作中應從哪幾個方面入手？

從國籍、職業、年齡、性別、階層等方面入手；從游客的旅游動機入手；旅游活動各階段游客的心理變化入手；游客的言行舉止入手。

79．游客外出旅游的動機有哪四大類？

社會動機，文化動機，身心動機，經濟動機。

80．導游人員和游客間營造和諧氣氛必須做到哪幾點？

懂得尊重游客，保持微笑服務，使用柔性語言，建立伙伴關系。

81．全陪導游、地陪導游和領隊的“三個共性”是什么？

共同的服務對象（游客）、共同的工作任務（執行旅游計劃）、共同的工作目標（向游客提供滿意服務）。

82．導游人員和領隊搞好協作關系的因素有哪些？

尊重領隊權限，支持領隊工作；多同領隊協商，爭取領隊配合；多給領隊榮譽，調動領隊興致；有理、有利、有節，避免正面沖突。

83．全陪和地陪合作共事的基礎是什么？

彼此尊重，互相溝通；加強協作、密切配合。

84．導游人員和司機間合作的原則是什么？

尊重司機勞動，及時溝通情況，協助安全行車。

85．導游人員在與相關接待單位合作時應做到哪幾點？

尊重相關接待單位，多與接待單位溝通，相互支持，相互補救，堅持原則，平等協商。

86.全陪、地陪和領隊之間怎樣建立良好的協作關系？

主動爭取各方配合；尊重各方權限和利益；建立友情關系；主動交流信息和溝通思想；學習眾家之長；勇于承擔責任；保持適當距離。

87.地方陪同的自身狀況準備有哪些方面？

身體狀況準備；心理狀況準備；儀容儀表準備；知識語言準備。

88.地方陪同在接團前需要有什么樣的心理狀況準備？

要充滿信心；對工作的艱苦性復雜性要有充分的認識；對客人的抱怨和投訴要有充分的準備。

89．對游客個別要求的處理原則是什么？

盡量滿足游客需要原則；認真傾聽、耐心解釋原則；尊重游客，不卑不亢原則。

90．導游人員對游客提出“文娛活動方面要求”的處理原則是什么？

合理而可能

91．外國游客在我國購買中藥材、中成藥的限量是多少？

帶往國外總值限人民幣300元；帶往港澳地區總值限人民幣150元。

92．游客要求自由活動或單獨活動是否允許？處理原則是什么？

一般情況允許；處理原則是“合理而可能“。

93．需勸阻游客自由活動的幾種情況是什么？

旅游團即將離開本地；當地治安情況不理想；在江河湖海等存在一定危險的情況下；不對外開放區。

94．導游人員對宗教界游客服務時應注意哪些問題？

提前做好有關準備，尊重信仰滿足需求，勸阻其散發宣傳品。

95．導游人員對老年游客的服務時應注意些什么？

適當放慢行進、講解速度，耐心解答所提問題，預防老年游客走失，盡量多做提醒工作，節省老年游客的體力。

96．在節省老年體力時應從哪些方面去做？

日程安排疏密相宜，活動節奏不宜太快，適當增加休息時間，選擇安全停車地點。

97．導游人員為兒童游客服務時應掌握哪“四不宜”原則？

不宜光照顧兒童而冷落其他人；不宜為討好兒童給其買食品、玩具等；不宜單獨帶游客的孩子外出活動；兒童生病時，不能擅自給其服藥，建議家長去醫院診療。

98．商定日程的原則是什么？

賓客至上，服務至上的原則；主隨客便的原則；合理而可能的原則；平等協商的原則。

99．在車上，導游人員應該怎么清點人數？

待游客全部上車坐好后，目視清點（忌用手）；點車上的剩余空座。

100．導游工作集體“三成員”和“導游服務”三要素分別是什么？

全配、地陪、領隊；語言水平、知識水平、服務技能。

第四篇：導游業務知識重點

導游業務知識重點

一、與時間有關的1、1841年7月5日，英國人 托馬斯·庫克（旅游業之父），組織了一次從萊斯特前往洛赫伯勒的旅游活動。（旅游活動的產生）2、1845年，托馬斯庫克的旅游公司在萊斯特成立。（世界上第一家旅行社）

3、1923年，上海儲備銀行 陳光甫，建立了旅游部。

4、1927年。陳光甫，成立中國旅行社（現為香港中國旅行社股份有限公司）

5、1949年11月19日，福建廈門創辦了新中國第一家華僑服務社。

6、1954年，周恩來提議，在北京成立中國國際旅行社總社。

7、1974年，國務院批準成立中國旅行社。

8、9月27日、世界旅游業

旅游與旅游業概述

1、旅游：人們為了休閑、商務和其它目的，離開慣常的生活環境到某個地方去并停留一段時間的活動。（非定居、暫時定居、不涉及賺錢）

2、旅游業：憑借旅游資源和設施專門或主要從事招徠、接待游客，并為其提供交通、游覽、住宿、餐飲、購物、文娛等環節服務的綜合性產業。（經濟性產業）

旅游市場：旅游產品供求雙方交換關系的總和（各種經濟現象、關系）

3、導游：依照《導游人員管理條例》依法取得導游證，接受旅行社的委派，為旅游者提供向導講解及相關旅游服務的人。

4、旅游業的三大支柱產業：旅行社、交通運輸部門、以酒店為代表的住宿業。

5、世界六大旅游市場：歐洲、美洲、東亞和太平洋、非洲、中東、南亞。

6、旅游組織：旅游行業組織、旅游行政組織

第一章、導游服務概述

1、現代導游發展的主要特征：導游人員職業化、導游服務商業化、服務內容擴大化、導游手段多樣化、科技化，導游知識現代化、導游語言國際化、導游服務藝術化。

2、旅行社的業務：旅游產品的開發、旅游產品的促銷、銷售、旅游服務的采購、旅游接待。

3、導游服務的作用：紐帶、標志、反饋、擴散

4、導游服務的性質：社會性、文化性、服務性、經濟性、涉外性

5、導游服務的特點：獨立性強、腦體結合、復雜多變、跨文化性

6、導游服務的類型：圖文聲像導游、實地口語導游

7、導游服務的范圍：導游講解服務、市內交通服務、旅行生活服務

8、導游服務的基本原則：安全第一、賓客至上、維護游客合法權益、經濟效益與社會效益相結合、優質服務、AIDI（attention, interesting, desire, action）

1、導游員分類：①按業務范圍：領隊、全程陪同導游、地陪、景區導游

②按職業：專職、兼職③按語言：中文、外語

④技術等級：初級、中級、高級、特技

⑤特種活動：徒步、攀登、漂流

2、中國導游員應具有的基本素質：良好的思想品德、淵博的知識、獨立工作的能力和創新能力、較強的組織協調應變能力、精通業務較高的導游技能、身心健康、注重儀容儀表

⑴良好的思想品德：熱愛社會主義祖國、優秀的道德品質（集體主義和全心全意為人母服務）、熱愛社會主義本職工作敬職敬業、高尚的情操、遵紀守法、社會公德意思。

⑵淵博的知識：語言知識、史地文化知識、政策法規、心理學美學、政治經濟社會、旅行知識、國際知識。

⑶獨立工作及創新：獨立進行政策和進行宣傳講解的能力、善于和各種人打交道、獨立分析解決問題處理事故

⑷較高的導游技能：智力、操作、服務技能

⑸身心健康：身體、心里健康、心理平衡（良好的觀察能力感知能力、獨立思維準確的判斷力、自制力）、頭腦冷靜 第二章 導游員

3、導游職業道德的核心：全心全意為旅游者服務

4、導游職業道德的基本原則：熱愛社會主義旅游事業，全心全意為中外旅游者服務，堅持集體主義，發揚愛國主義和國際主義精神，實行社會主義人道主義。

5、中國導游職員職業道德規范：愛崗敬業忠于職守、熱情友好賓客至上、真誠公道信譽第一、文明禮貌優質服務、不卑不亢一視同仁、遵紀守法廉潔公正、團結服從顧全大局、專研業務提高技能。

6、導游員的吸引力：旅游者心目中的導游（游客之友之師、國家形象代表）、導游人的個人魅力（萬事通、幽默大師、微笑大使、指揮員）

7、導游員的職責：⑴基本職責：按合同安排組織旅游者參觀游覽、講解介紹、解答、反映意見要求安排會見座談

⑵領隊：介紹情況全陪、落實合同、組織團結工作、聯絡

⑶全陪：實施接待計劃、聯絡、組織協調工作、維護安全處理問題、宣傳調研

⑷、地陪：安排旅游活動、做好接待、導游講解、維護安全、處理問題

⑸、景點講解、安全提示、宣傳環保文化

8、八大職員：宣傳講解員（真實新穎針對及時）、導游翻譯員（信達雅）、生活服務員、安全保衛員、情況調查員、座談報告員、經濟統計員

9、導游員管理：計分管理

10、年審（56）、旅游質監檢查監督、企業管理（合同、質監）、行業協會、導游服務公司

游客旅游動機和服務質量

1、旅游動機：直接推動一個人進行旅游的內部驅動力，（通過購買消費緩解心理生理的壓力）

2、馬斯洛需求層次：生理、安全、社交、尊重、求知、美的、自我實現的需求

3、羅伯特麥金托什旅游動機：健康、文化、社會關系、聲望

4、旅游動機要素分析：性別年齡和受教育程度、費用時間體力家庭興趣

5、旅游活動心里變化的階段：群體心理（全程）、求安全求新（開始）、求全懶散（個性表露）、忙個人事務（結束）

6、購物動機：紀念性、饋贈性、新奇、求利、使用

7、正確提供心里服務：尊重游客、保持微笑、學會使用柔性語言、與旅游者建立伙伴關系、多提供個性服務、針對性。

8、服務監控：下工序對上工序的檢查、全陪領隊對地接社及地陪服務的質量的監控、地接對吃住行游購娛聽著的監控、旅游者對導游的質監。

團隊服務程序

1、旅游產品：像旅游者銷售的旅游項目，由實物和服務構成，線路活動食宿

2、產品組成狀況：整體（包價）、單項

產品形態：團隊包價10人以上、散客包價

9、半包價扣餐、小包價（選擇非選擇）、零報價、組合旅游、單項服務。

3、旅游團隊：通過旅行社或者旅游中介服務機構采取綜合包價形式有組織的按預定行程計劃進行旅游消費活動的旅游者群體。

4、旅游團隊服務集體：全陪地陪領隊

5、旅游團隊集體的三同：共同對象、任務、目標

6、旅游團隊的服務程序： 做好接送、嚴格按計劃、妥善處理關系、后續總結

7、服務的準備：業務、知識、物質、形象、心理

導游員帶團技巧

1、導游員帶團的特點：環境流動性、接觸短暫性、工作主動性、服務契約性

2、導游員帶團理念：誠信待人、理解游客、相互融合、合作共贏

3風格：服務型、輕松、文化

4、導游自我行為管理：遵循導游員行為規范、在游客面前樹立好第一印象、成為游客之友。

5、導游自我情緒調節：轉移注意力、自我安慰、排除刺激、良好心境

6、導游定位管理：角色、作用、形象、性格定位

7、處理人際關系的技能：與游客建立良好的關系（了解游客、提供心理服務、強化集體觀時間觀）、善于和同行工作（其它導游尊重支持有理有節、旅行社、司機、接待單位）

8、正確引導游客觀賞審美：針對性的傳遞審美信息、激發游客想象思維、掌握觀景審美方法

第五篇：導游業務知識問答

武漢九州方圓教育

www.tmdps.cn 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.1.什么是導游人員？按職業性質可將它分為哪幾類？

答：導游人員是指按照《導游人員管理條例》的規定取得導游證，接受旅行社委派，為游客提供向導、講解及相關旅游服務的人員。按職業性質可將它分為：（1）專業導游人員；（2）兼職導游人員；（3）自由職業導游人員。

2.How many kinds of guides are there in terms of different duties? Please define them respectively(at least two types).2.按業務范圍可將導游人員分為那幾種類型并分別解釋（至少兩種）。

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.全程陪同導游人員的主要職責有哪些？

答：（1）實施旅游接到計劃；（2）聯絡工作；（3）組織協調工作；（4）維護安全、處理問題；（5）宣傳調研工作。

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.地方陪同導游人員的主要職責有哪些？

答：（1）安排旅游活動；（2）做好接待工作；（3）導游講解；（4）維護安全；（5）處理問

武漢九州方圓教育

www.tmdps.cn 題。

5.What preparations should the local guide do before the tour group arrives? 地陪在旅游團抵站前應做哪些準備工作？

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.地陪接團后赴飯店途中應做好哪些服務工作？ 答：（1）致歡迎詞；（2）調整時間；（3）首次沿途導游；（4）介紹下榻飯店；（5）宣布當日或次日的活動安排。

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（票證）； 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.地陪在帶團參觀出發前應做哪些準備工作？ 答：（1）備好導游旗、胸卡和票證；（2）促使司機做好準備工作；（3）核實訂餐情況；（4）提前10分鐘到達集合地點；（5）清點人數；（6）提醒注意事項；（7）準時集合客人等車。

8.What should he/she pay attention to when the guide explain? 導游講解中應該注意那些問題？

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? 接團前全陪需要做好哪些知識準備？

武漢九州方圓教育

www.tmdps.cn 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? 全陪在旅行過程中應為游客提供哪些方面的服務？ 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?

導游人員的著裝要求是什么？

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（不濃妝艷抹）, can’t wear hig-heeled shoes and dye the hair.12.What kind of people can’t be issued the guide certificate?

哪些人不能發導游證？

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（吊銷）.13.Please list the materials which should be prepared before the guide meets the tourists in detail?

請詳細列舉導游人員上崗前必要的物質準備。

Take the reception plan, guide certificate, identity card, guide flag, meeting logo(接站牌)and settlement vouchers（結算憑證）.14.What should a local guide prepare before sending tourists off?

地陪在送客之前應做好哪些準備工作？

武漢九州方圓教育

www.tmdps.cn 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? 導游人員應如何確立在旅游團中的領導地位和良好形象？

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（寬容）;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?

導游人員應具備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（熱愛本職工作，盡職盡責）;4)Noble sentiments（崇高的情操）;

5)Obedience to the laws and regulations（遵紀守法）.17.What are the two styles of tour guide service?

兩種導游服務方式是什么？

1)Guide by illustrations, words, audio and video（圖文聲像導游）;2)Guide by interpretation on the spot（實地口語導游）.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.接待兒童的“四不宜”原則指的是什么？ 答：（1）不宜給兒童買食物、買玩具；（2）不宜突出了兒童，冷落了其他游客；（3）即使是家長同意也不宜單獨把兒童帶出活動；（4）兒童生病，應及時建議價者請醫生診治，而不宜見一起給孩子服藥，更不能提供藥品給兒童服用。

19.What are the main contents of a welcome speech?

歡迎辭的主要內容有哪些？

武漢九州方圓教育

www.tmdps.cn

A welcome speech includes：greeting（問候語）, welcoming, introduction, hopes（希望）and best wishes（祝愿）.20.What does a farewell speech include?

歡送辭的主要內容有哪些？ 1)Express gratitude（感謝）;

2)Express friendship and farewell feelings（惜別）;3)Solicit comments and suggestions（征求意見）;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?

導游服務的范圍是什么？ 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?初級導游到中級、高級、特級導游的年限？ 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?導游服務的特點？ 1)Strong independence;

2)High combination of mental and physical labours;3)Variety and complication of objective demands.武漢九州方圓教育

www.tmdps.cn 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? 導游服務的經濟性主要體現在： 1)Make profit directly;（1）直接創收；

2)Enlarge the resources of tourists and make money indirectly;(2）擴大客源、間接創收； 3)Promote goods;（3）促銷商品；

4)Promote economic exchanges.（4）促進經濟交流。

29.With what conditions can a guide apply for the guide certificate?具備哪些條件可申請導游證？

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（反復無常的）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.與團隊旅游相比,散客旅游具有哪些特點?

答:(1)預定期短;(2)規模小;(3)批次多;(4)要求多;(5)變化大。散客旅游與團隊旅游的區別表現在哪些方面?

答:(1)旅游方式不同:旅游團隊行程由旅行社安排,散客的行程則是自行安排；(2)人數不同:旅游團隊一般是10人以上,散客則是10人以下；(3)服務內容不同:團隊服務按計劃進行,散客旅游的隨意性較強；(4)付款方式和價格不同：團隊旅游費用在出游前一次付清，散客旅游則是零星現付；（5）服務難度不同：散客旅游沒有領隊和全陪，服務難度更大。

31.What is the tourist’s psychological status at the beginning of traveling?

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www.tmdps.cn Seek for safety and newness.游客在旅游活動不同階段的心理主要有哪些？ 答：（1）旅游初期階段：求安全心理、求新心理；（2）旅游中期階段：懶散心態、新全心理、群體心理；（3）旅游后期階段：忙于個人事務。

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?導游服務的趨勢？

1)High-導游內容的高知識化；

2)Scientific guide measure;導游手段的科技化； 3)Varied guide styles.導游方式的多樣化。

35.What are the four styles of question and answer method for the guide? 導游人員運用問答法的四種形式？

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”?旅游活動中的旅游四寶是指什么？

Fan;umbrella;glasses and sun helmet（太陽帽）.37.What do the letters F, C, Y, K refer to in the international air transport?

國際航空中，英文字母表示的客艙等級？

1)F= first class;2)C= business class;3)Y= economy class;

4)K= thrift class.平價艙。

38.What are the types of China’s passport?中國護照的種類？

1)Diplomatic passport;

2)Business passport;公務護照； 3)Common passport.普通護照。

39.What is the guide language in broad sense?什么是廣義的導游語言？

1)Oral language;口頭語言 2)Body language;態勢語言 3)Written language;書面語言 4)Side 副語言

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www.tmdps.cn 40.What is the basic patterns of oral language of the guide?

1)Monologue;2)Dialogue.40.口頭語言有哪兩種形式？其表達要領包含哪些方面？

答：口頭語言有獨白式和對話式兩種基本形式。其表達要領包括（1）音量大小適度；（2）語調高低有序；（3）語速快慢相宜；（4）停頓長短合理。

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.為搞好與旅游團領隊的關系，導游人員應注意哪些問題？ 答：（1）尊重領隊，遇事與領隊多磋商；（2）關心領隊，零落了其他游客；（3）多給領隊榮譽，調動領隊的積極性；（4）靈活應對，掌握工作主動權；（5）爭取游客支持，避免與領隊正面沖突。

43.How to find your group at the airport or train station?

怎樣在飛機場或火車站找到所接的旅行團？

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?

導游在導游接到客人后應該做什么？

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 ?

游客抵達酒店時導游應該作什么？

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.tmdps.cn 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?在游客抵達機場或火車站后離開前，導游員應該做什么？ 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?

作為導游員，接待高齡游客應注意什么問題？

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.接待高齡游客應注意哪些問題？ 答：（1）妥善安排日程；（2）做好提醒工作；（3）注意放慢速度；（4）耐心解答問題；（5）預防游客走失。

48.What should a tour guide do when taking disabled or handicapped tourists?

在接待殘疾游客時，導游員應該注意哪些問題？

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?

在接待宗教旅游團體時，導游員應該注意哪些問題？

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.武漢九州方圓教育

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50.How to extend the farewell speech?怎樣致歡送辭？

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?怎樣幫助游客延長簽證？

1)Get the document（證明）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?

在什么情況下，導游應阻止客人進行自由活動？

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（禁止進入的）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.tmdps.cn 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.如何預防游客走失？ 答（1）做好提醒工作；（2）做好各項活動的安排和預報；（3）時刻和游客在一起，經常清點人數；（4）地陪、全陪和領隊應密切配合，做好旅游團的斷后工作；（5）導游又要以高超的導游技巧和豐富的講解內容吸引游客。

54.Which aspects does the cultural character of tour guide’s service display on ?

導游服務的文化性表現在哪些方面？

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?

游客的個性特征一般分為哪幾種類型？

The lively（活潑的）style;the steady（穩重的）style;the irritable（急噪的）style;the melancholy（憂郁的）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.導游人員從哪些方面去正確引導游客觀景賞美？ 答：（1）傳遞正確的審美信息；（2）分析游客的審美感受；（3）激發游客的想象思維；(4)靈活掌握觀景賞美的方法。

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.導游員的目光有哪些方面組成？運用目光的方法有哪些？

答：導游員的目光由瞳孔變化、目光接觸的長度和目光接觸的向度組成。導游員運用目光的方法主要：（1）目光的聯結；（2）目光的移動；（3）目光的分配；（4）目光與講解的統一。

58.What’s the method of stressing the main points? Which aspects does the tour guide generally

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www.tmdps.cn 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.什么是突出重點法？導游講解時，一般要突出哪些方面？

答：突出重點法就是做導游講解中不面面俱到，而是突出某一方面的導游方法。導游講解時一般要：（1）突出景點的獨特之處；（2）突出具有代表性的景觀；（3）突出游客感興趣的內容；（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.造成漏接的主觀原因有哪些？ 答：（1）工作不細致，沒有仔細閱讀接待計劃；（2）沒有按規定提前到達接站地點；（3）只讀接待計劃，沒有看變更計劃，還按原計劃接團；（4）沒有查閱新的時刻表；（5）導游接站時的地點不當。

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（期滿）;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.正是導游證與臨時導游證有何區別？

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www.tmdps.cn 答：（1）取得導游證的前提條件不同。（2）對語言能力的要求不同。（3）申領程序不同。（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預防？

答：（1）建議游客將貴重財物存入飯店保險柜，注意保管好自己的財物；（2）提醒客人不要將房號告訴陌生人；不讓陌生人和自稱維修人員隨意進入房間；進入房間要鎖好門。（3）提醒客人不要與私人兌換外幣。（4）下車后提醒客人帶好貴重物品，提醒司機關好車窗，不要離車太遠。（5）在景點活動時，要始終與游客在一起，隨時清點人數。（6）汽車行駛途中，有人攔車，提醒司機不要停車，不讓陌生人搭車。

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（再確認）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（帶團）, 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.tmdps.cn 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.怎樣避免誤機事故的發生？ 答：（1）提前落實游客離站的交通票據，核對日期、班次、時間、目的地；（2）若交通票據沒有落實時，要隨時與旅行社聯系，了解航班有無變化。（3）臨行前，不安排游客去環境復雜的景點游覽，不組織去熱鬧的場所購物；（4）安排充裕的時間去機場，確保在規定的時間到達機場。

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.在帶團旅游時如何注意飲食衛生？ 答：（1）注意飲水衛生；（2）瓜果一定要洗凈或去皮再吃；（3）慎重對待每一餐，不能饑不擇食；（4）學會鑒別餐飲店衛生是否合格；（5）在車船或飛機上要節制飲食。

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.旅游者餐飲方面的特殊要求主要有哪幾個方面？ 答：（1）特殊的飲食要求；（2）要求換餐；（3）要求單獨用餐；（4）要求提供客房內用餐；（5）要求自費品嘗風味；（6）要求推遲用餐時間。

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.如何預防錯接？ 答：（1）導游員應提前到達接站地點迎接旅游團；（2）接團社要認真核實團隊組團社名稱、團號、人數及旅客姓名等。（3）提高警惕，嚴防社會其他人員非法接走旅游團。

66.How will the guide settle the problem of missing the plane?

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www.tmdps.cn 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.發生誤機事故，導游員應如何處理？ 答：（1）導游員應立即向旅行社報告，請求得到協助；（2）盡快與機場聯系，爭取讓客人乘最近的航班離開本地；（3）穩定客人的情緒，安排好滯留期間的食宿和游覽；（4）及時通知下一站，以便調整下一站日程。

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.在景點游覽時，游客走失，導游員如何處理？ 答：（1）了解情況，立即尋找；（2）需力求公安、景點管理部門幫助；（3）與飯店聯系；（4）向旅行社報告；（5）做好善后工作；（6）寫出事故報告。

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.游客要求全天不隨團活動時導游應做哪些工作？ 答：（1）向游客說明所有費用不退，所需各種費用自理。（2）告訴游客用餐時間和地點，以

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www.tmdps.cn 便其歸隊時用餐。（3）提醒注意安全，保管好自己的財物，帶上飯店卡片。（4）給客人寫張有關內容的中英文便條，以備不時之需。（5）告訴自己的聯系方式。

69.How to prevent missing meeting the guests?怎樣避免漏接事故的發生？ 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? 游客患一般疾病應如何處理？

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? 游客要求為其轉送物品應如何處理？ 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?

當游客散發宗教宣傳品時，導游應如何處理？

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[]破壞, 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?

如果游客要求他的親戚或朋友隨團活動，導游應該怎么做？

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.武漢九州方圓教育

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74.How to deal with special request for changing the meal or changing the restaurant?

如何處理游客換餐或更換餐廳的特殊要求？

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，導游員應如何處理？

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?

發生了空接事故，導游員應如何處理？

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.發生了空接事故，導游員如何處理？

答(1)立即與接待社有關部門聯系，查明原因；（2）如果推遲時間不長，可留在接站地點繼

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www.tmdps.cn 續等候；（3）通知各接待社單位作相應的更改；（4）如推遲的時間較長，導游員要按有關部門的安排，重新落實結團事宜。

77.If the number of the tourists is more than the original schedule for an international group, what should the guide do?

接待入境團時，如果游客比原計劃增加了，應該怎么辦？

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?

接待入境團時，如果游客比原計劃減少了，應該怎么辦？

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? 當外國游客在中國丟失護照，導游員應如何幫他獲取新的護照？

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? 團體簽證丟失了應如何處理？

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.武漢九州方圓教育

www.tmdps.cn 81.What should a tour guide do if an overseas Chinese has lost his passport? 海外華僑丟失了護照應該如何處理？

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? 港澳同胞丟失了出入進境通行證應該怎樣處理？

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? 如果游客在飛機場丟失了行李應如何處理？

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.武漢九州方圓教育

www.tmdps.cn 導游員在講解是被游客因提問而打斷，怎么處理？ 答：（1）持歡迎態度，有選擇的將回答和講解結合起來；（2）不要問什么回答什么，一般只回答和景點有關的問題，注意不要讓提問沖擊自己的講解；（3）即使只有一個游客提問，也要面對全體游客進行解答，以吸引他們的注意力。

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.旅游團的抵達時間延誤，在一地的旅游時間縮短，導游員應如何處理？ 答：（1）分析延誤帶來的困難和問題，及時向接待社和組團社報告，并找出解決方案；（2）在計調部門協助下落實交通、住宿、游覽變更事宜；（3）立即調整活動日程，壓縮在每一景點的時間，盡量不減少計劃內的游覽項目。

86.What should a tour guide do when a tourist is suddenly ill on the way to the tourist attraction?在去旅游景點的途中中，游客突患疾病該如何處理？

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?一位游客在參觀游覽時突患重病，導游員應如何處理？

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，該如何處理？

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.tmdps.cn 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? 發生了交通事故該如何處理？

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www.tmdps.cn 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.