导游业务知识英文问题

Part One Questions and answers on professional guides’ operation

（导游业务题库，共142题）

Question 1: What preparations should the local guide make before receiving the tour group?

1.Operational preparations including double-checking the inter-agency

transmittal, group booking sheets and the tour reception plan, preparing the

day-by-day itinerary and confirming the reservation for the tour coach, hotel,

meals, air/train/boat tickets, etc.

2.Get himself linguistically prepared. Get himself acquainted with popular

topics and domestic and international current affairs and arm himself with

general knowledge for travel.

3.Get the following ready: the guide badge, the tour reception plan, the

vouchers, cash, the agency flag etc.

4.Get himself psychologically prepared. and make himself look professional. Question 2: W hat should the L/G do before the tourists’ arrival?

(1)Reconfirm the arrival time of the vehicle.

(2)Contact the bus driver.

(3)Arrive at the airport or rail station half an hour earlier.

(4)Reconfirm the arrival time of the flight or train once again.

(5)Await the arrival of the group with the sign at a place where the guests can

easily see you.

Question 3. What are the dos and don’ts for the L/G during his first on-the-way introduction?

(1)He should stand (or sit if it’s a mini-bus) in the front of the bus so that every

guest can see him.

(2)Bear a smile. Look natural.

(3)When testing the mike, don’t pat or blow into it. Do it by way of greeting such

as “hello, can you hear me?”

(4)Speak in a medium volume and rate. Repeat or explain what’s important. Question 4. What should the first (on-the-way) introduction include?

(1)Views on the sides.

(2)Background information of the city and its people.

(3)Introduction about the hotel, their temporary home.

(4)Itinerary in this city. Handing out the relevant materials.

Question 5. What should the L/G do to make the first hotel check-in smooth?

(1)Help the tour leader go through the check-in formalities.

(2)Tell the group about the hotel facilities and service items.

(3)Bring the group to have the first meal.

(4)Repeat today’s or tomorrow’s arrangements.

(5)Help the guests and their baggage into their rooms.

(6)Discuss about the wake-up time with the tour-leader and the national guide

and ask the tour leader to inform the group. Book the wake-up time with the receptionist.

Question 6 How is the L/G supposed to take care of the first group meal?

(1)Appoint when and where to meet with the group.

(2)Show the group to the restaurant and help the guests to be seated.

(3)Explain the meal regulations, such as what beverages are included and what

are not.

(4)When the guests have started eating, wish them “Good Appetite”before

leaving for dinner himself.

(5)If the group is to dine out, the local guide must inform the restaurant in

advance about the arrival time, group code, nationality, number of persons, meal standard and special requirements etc.

Question 7 What should the L/G do to present an on-the-way introduction well?

(1)Talk about the views along the way and answer questions from the guests.

(2)Give a brief account of the scenic spot the group is heading for so that the

guests may be interested.

(3)Organize some discussions or games if the trip is long and keep the tourists

entertained.

Question 8What points for attention should the L/G remind the tourists of after arrival at and before entry into the scenic spot?

(1)Duration of stay in the scenic spot and when and where to meet after the visit.

(2)Information about the bus, such as type, color, license number etc before

getting off the bus, and tour route as well as points for attention before entering the scenic spot.

Question 9 What should the L/G do to present a good introduction and render other professional services at the scenic spot?

(1)Make sure to let the tourists fully enjoy the scenic spot within the scheduled

time and money.

(2)In order to prevent the tourists from getting lost, the L/G should stay with

them all the time and keep checking the number of persons. Special care should be given to the old, the weak and the disabled tourists.

(3)In introducing the scenic spots, the L/G should have a plan as what to say first,

what to say next and what stories and interesting episodes to be included. The information he gives should be in details and true with fluent expressions.

(4)He should adjust the contents and his speech pace according to the guests’

responses. In a word, he should try to give the guests a great enjoyment with colorful, interesting and enjoyable guiding speeches.

Question 10 What preparations should the L/G make when the tour of one city is completed and before the tour group departs for the next city?

(1)Check the travel tickets one day before the group leaves the city. The items to

be checked include the group code, number of persons, name of the national guide, flight (or train or ship) number, departure time, from which airport or station the vehicle leaves etc. He should also remind the T/L to reconfirm the air tickets 72 hours ahead of time if the group is leaving China from the city.

(2)Decide on how the check baggage is to be arranged.

(3)Discuss about the times of wake-up call, breakfast and departure and inform

the guests as well as the hotel reception.

(4)Ask the guests to clear their bills with the hotel ahead of time.

(5)Remind the guests to keep their ID card or passport, valuables and receipts of

valuable purchases in their hand baggage.

(6)Return all kinds of certificates or receipts to the guests if any.

Question 11Generally, what services should the N/L render to the tourists on the way from city to city?

(1)Take good care of the tourists.

(2)Remind the tourists of personal and property safety.

(3)Seats should be allocated by the T/L before hand.

(4)Safe keep the check baggage receipts and travel tickets and hand the former

over to the local guide in the next destination.

Question 12 How should the N/G cooperate with the L/G during the tour in each city?

(1)Actively cooperate with the L/G in each city. Inform about the group and the

group’s special needs.

(2)Give suggestions in terms of activity arrangements if they’re identical with the

ones in the previous stops.

(3)Keep an eye on the group members to prevent them from getting lost.

(4)Keep reminding the group members of their personal and property safety. In

case of emergencies, he should handle them properly with the help of local governments.

(5)Be a good consultant for guests in shopping.

(6)Actively communicate with the L/G and T/L to make the whole tour smooth. Question13. What and how should the L/G do in case s/he is late for meeting the arrival group on schedule?（与109交叉）

(1)Apologize for being late, no matter whose fault it is.

(2)Explain the true cause and apologize again when the tourists calm down a bit.

(3)Get the group on board the bus as soon as possible and leave the airport or train

station.

(4)Provide excellent service to win the guests’ heart.

(5)Give some kind of compensation such as little souvenirs, extra dishes and

beverages etc.

Question14. What and how should the L/G do in case the group he/she is meeting doesn’t show up?

(1)Ask the staff members at the airport or train station whether the flight or train

has arrived, whether all the passengers have come out of the premises.

(2)Contact the travel service immediately and find out the reason.

(3)Stay in the airport or station to wait for the group if it’s coming on a later flight

or train soon. If the group is coming a long time later, return to the travel service for further instructions.

(4)On the way back to the city, go to the hotel the group will be staying at to check

whether the tourists have arrived and checked in by themselves.

Question15. How should the guide handle the case in which a Singaporean tourist has lost his/her passport in sightseeing?

(1)Get a certificate from the travel service.

(2)Get a certificate from the Security Bureau with the help of the one from the

travel service.

(3)Go with the certificate and a few photos to the Singapore Consulate in Shanghai

to get a new passport.

(4)Go to the Public Security Bureau to get a new visa.

Question16. How should the guide handle the case in which a Malaysian tourist has lost his/her passport in sightseeing?

(1)Get a certificate from the travel service.

(2)Go with the certificate and a few photos to the Public Security Bureau to report

the loss and apply for a new passport.

(3)Go to the Malaysia Consulate in Shanghai to get a new visa.

Question17. How should the guide handle the case in which a Taiwan compatriot has lost his/her travel permit/certificate in sightseeing?

(1)Get a certificate from the travel service.

(2)Go to the local China Travel Service or the administrative department for

leaving and entering China to report the loss.

(3)When proven, he’ll be issued with a departure certificate for a single return

trip.

Question18. What measures should the guide take in case a fire happens during the group’s stay in the hotel?

(1)Dial 119 to report the fire.

(2)Inform the T/L and all the group members to evacuate the building through

emergency exits.

(3)Help the group members to save themselves.

(4)Handle the following-up problems.

Question19. What measures should the guide take in case a traffic accident happens on the way of sightseeing?

(1)Help the wounded especially the seriously wounded ones. If not possible, call

120 for help.

(2)Report the case to police and protect the accident scene.

(3)Report to the travel service as soon as possible for instructions.

(4)Console the other group members and continue doing sightseeing with them if

the accident is not serious.

(5)Cooperate with the departments concerned for investigations and the travel

service for handling following-up problems.

(6)Write a report in details.

Question20. What should the guide do in case the tourists suffer from food poisoning?

(1)Ask the tourists to press vomiting and drink a lot of water to accelerate

ejection and reduce toxicity.

(2)Send the tourists to the hospital nearby for medication and ask the doctors to

make out a diagnosis certificate.

(3)Report to the travel service as soon as possible to sue the restaurant.

(4)Work with the travel service to claim damages from the departments

concerned.

(5)If it’s a serious case, the travel service must report it to the superior

departments and the domestic travel service, which arranges the whole tour of the group.

Question21. What should the guide do when s/he learns that one of the tourists is sick?

(1)Tell the sick tourist to see a doctor and take a good rest.

(2)Arrange room service for him if he’s staying in the hotel during the day.

(3)Pay him a visit after the group comes back to the hotel to show concern.

(4)Go with the sick tourist to the hospital when necessary.

(5)He shouldn’t give any medicine for his own use to the sick tourist to take.

(6)Costs occurred are to be paid by the tourist himself.

Question22. What should the guide do in case a tourist needs to be hospitalized?

(1)When traveling in a vehicle, get the emergency help ready at the destination.

(2)Report to the travel service as soon as possible.

(3)Send the patient to the hospital, accompanied by the T/L or relatives.

(4)When an operation is necessary, get the relative or T/L to sign.

(5)Safe keep the documents from the hospital.

(6)Continue touring with the rest of the group.

(7)Take care of the following-up problems.

Question23. How should the guide handle the case in which some of the tourists complain about poor service?

(1)Communicate with the complainant without getting other tourists to be

involved.

(2)Listen tentatively to what the complainant has to say. Don’t try to explain or

deny at once even if the complainant is being overstating the problems. Allow him to give vent to his dissatisfaction.

(3)Judge and analyze the cause of the complaints.

(4)Apologize for the improper service and try to make it up.

(5)Dissuade the complainant from raising the case to the administrative

departments and get him and the concerned department to make a compromise. However, if the complainant insists raising the case to the administrative departments, the guide should offer help.

(6)Continue providing excellent service even if the complaint is against the guide

himself.

Question24. How to handle illegal religious activities?

If a tourist gives out religious materials and conducts other religious activities in

a tourist place, the guide should point out to him (her) that without the invitation

and permission from the religious organization in our country, those activities are not allowed. However, while dealing with such cases, special attention should be paid to the interpretation of the policy and the approaches applied. But if they insist regardless of the warning and have an obvious intention to make

disturbance, it should be reported to the relevant departments such as religion, judiciary or public security.

Question25. What is the procedure of handling an accident during a tour?

(1)Organize first aid

(2)Protect the scene of the accident

(3)Immediate report of the accident to the relevant department.

(4)Handle the following-up issues properly.

(5)Compensate the tourist accordingly.

Question26. What are the characteristics of the job of tour guide?

1) It is a tough job related to accommodation, transportation, sightseeing, shopping entertainment of tourists.

2)A tour guide should be able to carry out duties independently.

3)It is a combination of brainwork and physical work.

4)A tour guide may fall into all kinds of temptations.

5)It is a cross-cultural job.

Question27. What are the duties of a local guide?

Arrange the sightseeing tour.

Be in charge of reception job.

Introduce tourist attractions.

Safeguard the safety of guests and deal with special cases.

Question28.What materials should a local guide prepare before receiving a group? The receiving plan; the tour guide certificate; the service card; the guiding flag; the welcome board and the receipts and so on.

Question29. With whom should a local guide count the luggage?

A local guide should count the luggage with the tour leader, the national guide and the luggage man.

Question30.What should a local guide do before going to a scenic spot?

1)Arrive at the departure place at least 10 minutes ahead.

2)Count the number of the tourists after they get on the bus.

3)Check meals the group will have in the day.

4)Remind tourists of what they should pay attention to during the tour.

Question 31.What should a local guide do on the way back to the hotel after a day’s tour?

1) Recall the tour today, ans wer tourists’ questions and give a additional introduction to the scenic spots visited.

2).Introduce the scene on the way.

3). Announce the itenerary for the next day.

4). Arrange the morning call for the next day.

Question32.What should a national guide do while a foreign group will leave China?

1).Before leaving the hotel, the national guide should remind tourists to settle accounts with hotel.

2) Remind tourists to take their personal belongings , relevant documents and certificates.

3) Ask tour leade r and tourists to fill in tourists’ advice form.

4) Apologize for the poor service and do something to make up for it.

5) Give a farewell speech on the way to the airport

6) See the group off, and help tourists to go through outbound formalities.

Question33 .What knowledge should a tour leader have after receiving an outbound travel plan?

1)Be familiar with relevant knowledge about the destination countries.

2)Be familiar with professional knowledge about outbound travel.

Question 34.What should a tour leader do before his/her group go outbound?

1)Be familiar with the information about his/her group.

2)Check the travel documents and certificates, tickets and forms of tourists.

3)Do material preparation.

4)Do knowledge preparation.

5)Contact outbound travel service to confirm the travel plan.

6)Have a meeting before departure and inform tourists of relevant arrangements and what they should pay attention to.

Question 35.How can a local guide have a good command of a group?

A tour guide should be sincere and warm-hearted to tourists.

A tour guide should work in a proper order.

Question36. How will a local guide work with a tour leader?

1). Respect tour leader and support his/her work.

2.) Communicate with tour leader to avoid quarrel and misunderstanding if there is disagreement.

3). Stick to the rules and regulations of his/her travel agency.

4) Be a respectable guide.

Question37.. How will a local guide work with the driver of his/her group? Remember to address the gathering place and time in Chinese again while taking a foreign group.

Inform the driver of any change in itenerary in advance.

Discuss the itenerary with the driver.

Take the driver’s profit into consideration.

Question38.On what condition can a tour guide arrange optional tour for tourists?

1) The tourists have finished their arranged tour.

2) The tourists have enough time for the optional tour.

3) The guide should get the approval of his/her travel agency.

4) The tourists agree with it.

Question39.What products does a travel agency have for individual tourist?

1) Mini package tour

2) Single optional tour

3) hald-day tour, a-day tour or several-day tour and so on.

4) self-drive tour

Question40.What are the optional items for a mini—package tour?

lunch, supper, tour guide, entertainment and tours.

Question 41.What are the principles for a tour guide’s oral presentation? Accurate, clear, lively and flexible.

Question 42.What are the roles that humor plays in guiding service?

Harmonizing relations, adjusting mood, avoiding troubles, teaching through lively activities

Question 43.What are the commom artificial respiration methods?

Mouth-to-mouth insufflation, chest pressure and back pressure.

Question 44.What should a tour guide do if one of his tourists gets bitten by a snake? First, he should calm down and keep the victim calm. Then, he should apply a bandage, wrapped two to four inches above the bite, to help slow the venom. He is also supposed to help the victim wash the wound and draw venom out of the wound. And call ambulance for help.

Question 45.What should a tour guide do if one of his tourists gets heart attack?

First he should help the tourist lay down with his head a little bit higher. And then ask the relatives of the tourist or other tourists to take some medicine from the tourist’s pocket. At the same time, call 120 or 110 for help. If the tourist’s heartbeating stops before medical help arrives, the tour guide should also carry CPR.

Question46. What are the procedures to deal with tourists’ personalized requirements? Clarifying the purpose of the personalized requirements, trying to meet the proper requirements, listening attentively and explaining reasons if having to turn some tourists down, showing full respect while maintaining due self-respect, keeping the service quality of the whole tour.

Question 47. How should a tour guide handle a tourist’s request to change meal?

If the request is proposed 3 hours before the meal begins, the tour guide could contact the restaurant to meet the request as possible as he could. While, if the tourist brings the request just before the meal, the request couldn’t be taken and explaination should be in place. If the tourist insists, whatever dish he orders, it should be paid by the tourist.

Question48.What should a tour guide do if one of his tourists wants to buy some antique?

The tour guide should suggest the tourist buy antique at designated antique shop rather than from some street vendors. The tourist should also be reminded that he must keep the invoice and the seal on the antique in case the customs will check. If the tourist is suspiciously up to smuggling, the tour guide should report to the police immediately.

Question49.What should a tour guide do if one of his tourists wants to meet some special figures, eg national or provincial leader?

As a tour guide, he shouldn’t make contact personally. After identifying the purpose of meeting, the identity of the tourist, the tour guide should report the case the travel agency, which forwards the tourist’s request according to related re gulations. If the request is turned down, the tour guide could decline the tourist in a polite way. Question 50. What procedures should be done if one of the tourists loses his passport ot visa?

First, he should ask the travel agency which is located in the city he loses his passport or visa to issue a certificate for the loss. With the certificate issued by the travel agency, he should report to the local police station for another certificate, with which

he can apply for a passport replacement from his country's embassy in China. Finally, he should apply for another visa with the passport replacement from the local Public Security Bureau.

Question51.What are the types of air ticket?

Normal fare ticket, excursion fare ticket, group fare tour ticket, chartered flight ticket. Question52. What are the types of passport?

Diplomatic passport, business passport, regular passport.

Question53. Waht are the types of visa?

Diplomatic visa, courtesy visa, business visa, regular visa

Question54. What are the limitations in terms of foreign currency for an outbound Chinese tourist?

For an outbound Chinese tourist, if he takes less than 5,000 US dollars, he doesn't have to declare at the customs. If the currency stays between 5,000-10,000 US dollars, he has to declare at the customs. He can't take more than 10,000 US dollars with him. Question55.What is the normal procedure for a local guide to meet guests at a railway station or airport?

Prepare to meet the group including checking the arrival time, arriving half an hour in advance).

Find the group.

Introduce yourself.

Check the number of the group.

Gather to board the bus.

Question 56.What should a guide do when the tourists arrive at the hotel?

Help them check in.

Introduce the hotel facilities.

Note down the room number of the tour leader and that of the national guide.

Inform the tourists of the itinerary just for the day or the next day.

Arrange morning call for the tourists and tell the bellboy to deliver the luggage to their rooms.

Check and discuss the itinerary in detail with the tour leader.

Question 57. Please narrate the main duties of the national guide.

Carry out the reception plan.

Maintain contact with related departments.

Organize and coordinate travel activities.

Protect the safety of tourists and resolve problems.

Do propaganda and investigation.

Question 58. Being a guide, how would you take care of the aged tourists?

Slow down walking speed and speaking speed.

Answer their questions patiently.

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.

Tell the aged if anyone does get lost; stay there until the tour guide comes to get him/her.

Don’t hurry them up during the tour; let them often have a rest when they feel

tired.

Question 59. If a guest tells you that her earring is missing, how would you help her?

Conform of the loser and inquire of your guest when she last saw her earring, and whether she has misplaced it somewhere.

If she concludes that it really has been lost, make sure to ask her for detailed information and then report the case to the Public Security Bureau in the shortest time possible.

Next, report the case to the travel service authority for advice and assistance.

If all thes e efforts prove ineffectual, request the tourist’s name and contact address so that the lost earring will be mailed to her when it is retrieved.

Question 60.What should a guide do if he/she does miss receiving the group?（与109交叉）

Tell the tourists the fact, make apology sincerely if it is the tour guide’s fault.

If there is some other reasons, you should make more explanation patiently to clear up certain misunderstanding;

Try your best to reduce the tourists’ loss to the minimum. For instance, offering better and attentive service, and at the same time taking them to the sightseeing places in their schedule as much as you can.

Question 61.What should a guide do if a tourist has lost his checked luggage at the airport?

Take him to the Lost and Found Department and fill in a form.

Write down some information of the guest or his guide: name of the hotel he is going to stay, the telephone number or room number if possible.

Keep in touch with the airport and check frequently during the trip.

If the luggage cannot be found, help the tourist buy some daily necessities.

In case the lost luggage cannot be found shortly before he leaves the local place, further information of the whole trip in China is needed.

If the luggage does get lost, repay him in accordance with international convention.

Question 61 . If a tourist wants to taste some local delicacies on his own, what should a guide do?

If a tourist wants to taste some local delicacies on his own, the guide could help him to contact some related restaurant and make a reservation for him.

Remember to warn him of the safety.

Ask the guest to bring a hotel card with him in case he gets lost.

Tell him he’ll pay for all his expenses.

Question 62.B ecause of some natural disaster (earthquake, floods, tsunami etc.), the next destination has to be cancelled, what should a guide do?

Explain the situation to the guests.

Work out a tentative itinerary and report it to travel agency.

Arrange the group’s meals, rooms and coach etc.

Adjust the itinerary: add some more scenic spots, stay longer at the main attraction.

In a word, make the journey interesting and lively.

Question63.How can the national guide, local guide and the tour leader cooperate

with each other to guarantee the smooth progress of the tourists’ activities?

T he key to guarantee the smooth progress of the tourists’ activities is the good cooperation among the national guide, the local guide and the tour leader, which relies on the common effort of the three parts. The three parts should do as the following:

Get the mutual cooperation by exchanging information and communicating with each other in time.

Respect the rights and benefits of each part.

Combine the work with the emotion in order to establish the friendship, and respect each part’s privacy.

Learn from each other and take the responsibility bravely.

Question64.What is a reception program, as a local guide, when you are reading the reception program, what is the knowledge about the tour group that you should know?

The reception program is the contractual arrangement between the sponsor travel agency and the local travel agency, and it is the basis for the tour guide to know the fundamental condition of the tour group and to arrange the itinerary.

As the local guide, before the arrival of the tourist group，what he/she should know is as the following:

The general condition of the tour group, including the name of the travel agency, the contact number, the nationality, the language used, the name of the tour group, the group code, and so on.

The background of the tourist group members including the number of tourists, name of the tourists, job, gender, and religious belief.

Traveling route and transport condition.

The traffic ticket situation.

The special requirements and taboos of the tour group.

Whether the certificates needed to be prepared beforehand.

Question65.If some of the tourists want to have dinners themselves instead of enjoying dinners with others together, as a local guide what should you do?

Firstly, the guide should try to persuade those who want to have dinner by themselves to join the group to have dinner together.

Secondly, if the tourists refuse to have dinner with the group he may order alternative dishes for them.

Thirdly, if the tourists still refuse to have dinner together. The tour guide may agree they could have their meal in other restaurants nearby. But the tourists should bear the food expense themselves.

Question 66. You are a guide from Anhui Overseas Travel Service meeting the Browns at the airport. You pick them up and take them to the Hefei Shangri-la Hotel. Afterwards, you leave with the driver and hurry back to take care of your mother in the hospital. Are your actions appropriate as a tour guide? What are the correct actions you should take?

The tour guide’s action is not appropriate, because a local guide should not leave tourists in the hotel without fulfilling the basic requirements. And the guide’s right

action should be as the following:

Ask the porter to deliver the luggage to the tourists’ room.

Tell the tourists about the facilities and service items in the hotel.

Arrange the first meal for the tourists.

Arrange morning call for the tourists.

Tell the tourists about the itinerary just for day of arrival.

Inform the tourists of the first meeting place and the parking lot if applicable. Question 67. When the tourists arrive at the hotel, they find that the rooms are below the contract standard, and they refuse to take the key card. As a local guide, what should you do?

Firstly, the local guide should negotiate with the hotel manager, and demand that the rooms conform to the terms specified in the contract.

Secondly, if the manager agrees to make changes based on the contract or pay the tourists some money as settlement. The local guide should consult with the tourists to see if they are willing to compromise.

Thirdly, if the manager refuses to compensate for the loss incurred by the room below the contract standard, the guide should lay out the terms of claim and discuss with the tourists. Then, she should lodge a claim against the hotel;

meanwhile, the local guide must arrange another hotel for the guests after he/she receives instructions from her travel agency.

Question 68. As a guide, How to avoid taking another tour group by mistake?

In order to avoid taking another tour group by mistake, the guide should take the following measures:

Read the reception program carefully before meeting the tourists.

Master the name of the sponsor travel agency in the tourist source location, the name of the organizing travel agency in the destination, group code, name of the tour leader, the hotel tourists will live in.

Arrive at the meeting place ahead of time to meet the tourists.

Check the name of the travel agency, the group code, the name and number of the tourists upon meeting the tourist.

Try his best to prevent the tour group from being collected by others.

Question69. What should a guide do if he/she mistakes another group for his/her own?

If the tour group belongs to another travel agency, he should first report the case to his travel service and make an apology to the tourists. Meanwhile, he must hand the tour group over to that travel agency.

If the tour group belongs to the travel agency that the guide works for, yet he/ she is not supposed to be their guide, the local guide may make the best of the mistake by acting as their guide and picking them up.

Question70.What is called “Methods of I ntroduction with a Focus on Key Events”?

The guide can not introduce the places of interest in details in a short time，therefore, the tour guide emphasizes some aspects of a tourist site or event instead of focusing on every aspect of it.

Generally speaking, it will contain the following elements:

Lay focus on major scenic spots in a tourist destination.

Emphasize the feature and distinction of the scenic spots.

Give priority to the aspect that the tourists are interested in.

Focus on the most well-known and most important aspect of the tourist destination.

Question71.How should the guide do on the way to tourist sites?

The following are what the guide should do on the way to tourist sites:

Inform the tourists of the weather condition and the latest news both at home and abroad;

Inform the tourists of the itinerary of the day;

Introduce the local customs and scenery on the way，and answer the tourists questions;

Briefly introduce the tourist destination in order to arouse tourist’s interes;

If there is a long way, initiate the entertainments to promote the friendship between tourists and activate the tourists.

Question72.If tourists want to change the itinerary, what should you do as a tour guide?

A guide should evaluate the tourists’ suggestions if they want to change the

itinerary. Provided that their proposal is feasible, he may make the appropriate adjustments after he acquires the approval from the local travel service and the tour leader.

Question73. What measures can the guide take to help prevent the tourists from suffering diseases?

Analyze different conditions of the tour group members.

Arrange the sightseeing activities based on the tourists’ age and physical condition.

Allow for unforeseen circumstances when drawing up the itinerary.

Keep a balance between sightseeing and rest.

Remind the tourists of the dietary sanitation and suggest they not buy unregistered foods or drink raw water.

Pay attention to the change of weather and remind the tourists to change clothes and bring rainwear according to weather.

Ask the tourists drink more water and have more fruits when it is dry.

Question 74.What should the tour guide pay attention to on appearance？

A guide’s clothing should conform to his/her occupational identity, and the

clothing should be suitable for his/her work.

A guide should dress decently and naturally, and wear ornaments appropriately.

Tattoos and dyes hair are not appropriate for a guide.

No guides are allowed to wear shorts; a female guide should not wear miniskirt and have excessive makeup.

The guide should wear the name tag and bring the guide's license with him/her when meeting the tour group.

Question 75. What are the two types of customs channels?

There are two kinds of customs channels, the travelers may choose the “Red

channel” or “Green Channel” based on their own conditions.

“Red Channel”: If the travel ers have articles which are demanded to declare to the customs, they should choose the “channel of declaration”. They should offer “Customs Declaration Form for Entering and Exiting Passenger’ articles of People's Republic of China” or other declaration fo rms to the declaration desk.

The travelers should declare their articles faithfully and submit to the customs to handle the luggage entry and exit procedures.

“Green channel”:For the foreigners who have the diplomatic and courtesy visa as well as passport and for the travelers whose articles are not required to declare to the customs, they can choose the “channel of non-declaration” that is “Green Channel”.

Question 76. What are the valid certificates that are related to the Inbound Tourism in China？

Passport: Generally speaking, there are the diplomatic passport, official passport, and regular passport.

Visa: Generally speaking, there are diplomatic visa, courtesy visa, service visa, and ordinary visa. For the tour group beyond 9 people, they can get the group visa.

“Permit of Inland Entry and Exit for Hong Kong and Macao Residents”. It is used for the residents of Macao and Hong Kong to enter and leave the mainland of China.

“Traveling Certificate of Taiwan Compatriots”. It is used for Taiwan compatrio ts to travel and visit relatives in Mainland.

Question77.If the tourists wish to buy antiques or antique reproductions, how should the tour guide deal with this?

The tour guide should take the tour guides to the Antique shops, and the guide should

remind the tourist to keep the receipt after buying the articles, because the customs office will check that.

If the tourists want to buy the antiques sold by vendors, the guide should stop them from buying those articles, especially for those foreign tourists.

If the guide fined that some tourists are suspected of smuggling of cultural relics, the guide should report to the related department as soon as possible.

Question78. After meeting your guests at the airport, what are the important things you should do before showing them to the awaiting bus?

Answers:

a.confer with the tour escort and the national guide to check the number of

people

b.ask for luggage claim cards and giving them to the porters so that the luggage

can get to the hotels as quickly as possible

Question 79. What should be mentioned in a welcome speech?

Answers:

a.greeting the tour member on behalf of the Travel Service

b.introduction of yourself and driver

c.expressing wishes to serve guests sincerely and honestly

d.wishing the tourists a pleasant journey and wonderful stay

Question 80. What should you do when conducting a tour from the airport to the city proper?

Answers:

a.introduce the main buildings, attractions, scenes and views along the way

b.intersperse the tour narration with comments on the local history, geography,

population, areas, climate, culture, customs, cuisine and so on.

c.mention the name of the hotel, class, location and other distinctive features

d.introduce views in sight, mention the tourist attractions in the vicinity

https://www.360docs.net/doc/2210099645.html,rm the tour members the place and time to gather and the parking place of

the coach

Question 81.What should a tour guide do on the way back from the local site? Answers:

a.help the group members recall what they have visited, giving supplementary

explanation, and answer questions

b.introduce the sightseeing en route (if the return route differs)

c.give briefings on the following day’s itinerary, the time and place that all

members should meet for setting out

d.remind the tour members of taking good care of their personal possessions and

help them get off

Question 82.What should a tour guide pay attention to when using body language? Answers:

https://www.360docs.net/doc/2210099645.html,e proper and appropriate body language while take the group members’

tradition and customs into considerations

b.behave naturally

https://www.360docs.net/doc/2210099645.html,bine the verbal and non-verbal languages skilfully

d.avoid nonsense gestures

Question83. What responsibilities should a tour guide take when accompanying the tour members to go shopping?

Answers:

a.give a brief account of the shopping arcade

b.recommend traditional handicrafts and typical souvenirs

c.render the assistance in their choices of goods and make sure that any shoddy,

vulgar and unreasonable goods are not sold to your guests at any time.

d.make an arrangement for packaging or shipment of the goods that purchased by

any guest in your group

Question84 . What are the things you should mention in a farewell speech? Answers:

a.review travelling activities,

b.express sincere appreciation for friendship and co-operation

c.invite suggestions and criticism for improvement

d.make apologies if there is an inadequacy in service

e.extend good wishes

Question 85. If one tour member caught a cold, what should the tour guide do? Answers:

a.advise him/her to consult the doctor in no time and accompany him/her to

hospital if necessary

b.advise him to stay in the hotel instead of continuing the tour. Inform the

restaurant to arrange room service

c.explain the medical fee which should be covered by the patient

d.never offer the tour member any medicine without a doctor’s prescription Question 86.What should a tour guide do if a tour member encountered a robbery? Answers:

a.never hesitate to protect the safety of the tour members, and offer the first aid in

case of an injury.

b.report to the local Public Security Bureau and offer the assistance

c.report to your Travel Service and seek for further directions

d.take active measures to soothe the other tour members

e.submit a complete and accurate report

f.help the Travel Service with the aftermath.

Question 87. A tour member would not like to share the room and asked for a single room. What should the tour guide do then?

Answers:

a.ask the tour leader co-ordinate and change rooms among the tour members.

b.If the tour leader failed in mediation and there is a vacancy in the hotel, the tour

guide should first tell the complainer the single room rent should be paid in cash then help changing room

Question 88. What should a guide do if a tourist asks to change food? (The food is not to his taste and he wants to make his own orders)

Answers:

a.explain patiently that the meals are arranged according to the standards on the

contract though there may be a little variation.

b.ask the tour leader to co-ordinate

c.tell the guest the self-orders should be paid by himself and the overall service

charge will not be refunded.

d.If the guests ask for extra orders and drinks, the guide should meet their needs

and tell them that the additional cost should be paid by the guest themselves. Question89. If a tourist desires to buy goods that is out of stock, and asks the tour guide to buy and arrange the shipment, what should the guide do?

Answers:

a.Generally speaking, the tour guide should politely refuse the demand.

b.If the tour member insists on doing so, the tour guide should report to the

Travel Service for permission and follow the directions of the Travel Service.

c.Let the tourist leave enough cash with the tour guide. The Travel Service will

refund the balance.

d.The tour guide should mail the receipt, consignment form and consignment

receipt to the client. The Travel Service should keep the copies of these documents for check.

Question90. If the tour group has to leave the destination earlier than expected for objective reasons, what should a guide do?

Answers:

a.manage to finish the scheduled travel arrangements or alter the plan to show the

tour members around the most representative and typical local attractions.

https://www.360docs.net/doc/2210099645.html,rm the Travel Service about the earlier departure time

c.report to the Travel Service and the concerned departments , contact the hotel

and the Bus Company to check out rooms, cancel arrangements like meals and auto rentals.

Question 91. What should a guide do if a tour group misses the airline, train or ship? Answers:

a.report to the Travel Service or the concerned departments and ask for help

b.contact the airport, railway station or port and help the tour members transfer to

the follow-up flight/train/ship immediately or transfer to the charter liner or other means of vehicles.

c.soothe the tour members and make a good arrangement for the

accommodations and the tour during the stay.

https://www.360docs.net/doc/2210099645.html,rm the next destination immediately to alter the itinerary.

e.make an apology to the tour members

f.submit a trip report including full explanation of problems and responsibilities. Question 92. After the check-in procedure in a hotel, a tour member has not received his luggage yet. How can the tour guide help to locate the lost luggage?

Answers:

a.search the luggage with the tour leader in every tour member’s room to see if

there has been a misplacement.

b.contact the hotel Bell Service and search in the hotel

c.report to the Travel Service and the concerned departments and ask for help Question93. What things should a tour guide pay attention to when counting the number of pieces of group luggage at the airport?

Answers:

a.gather the group luggage in a quiet and safe place.

b.count the number of luggage with the tour leader, the escort and the bellboy.

c.transfer the luggage to the bellboy after recounting the number of luggage.

Question 94. The local guide should arrive at the gathering place 10 minutes ahead of the scheduled time, what should the guide do then?

Answers:

a.urge the driver to get everything ready for setting out

b.count the number of the tour members

c.remind the tour members of the weather forecast, the topographical features of

scenic spots, the duration of hike, etc.

d.guide the tourists to board the bus, and count the number of guests again. Question 95. What measures should be taken if one tour member gets lost during the tour?

Answers:

a.the escort and tour leader should search the lost guest immediately, while the

local guide should continue to guide the tour

b.report to the concerned departments such as the police station

c.check with the hotel to see if the guest has returned

d.report to the Travel Agency

e.settle down the aftermath.

f.submit the report on the details of the accident.

Question 96. If the tour guide failed to meet the tour group, what should he do to make up?

Answers:

a.If it is the tour guide’s fault, he should make an apology sincerely and give out

the reasons immediately, and offer more considerate and enthusiastic service to gain the guests’ trust and pardon.

b.If it is caused by the objective factors, the tour guide should contact the Travel

Agency immediately to check the reasons and explain to the guests patiently to avoid any misunderstanding. Also he should try to fulfil the given task and invite the leader of the Travel Agency to make apologies and compensate the tour members if necessary.

Question 97. Before receiving a group, what items tour guide should double-check? Answers::

a.Double-check the reservation of hotel and 3 meals.

b.Double-check the arrangement of tour bus.

c.Double-check the arrangement of sightseeing programs.

d.Double-check the coming and exit transportation.

e.Double-check the arrangement of group luggage.

Question 98. Before receive a group, what important things should tour guide needs to prepare?

Answers:

f.The necessary tools for taking group, like flags, travel service badges, tour

guide license, loud-speaker, the sign with the name of group, reception plan.

g.Personal things, like medicine, clothes, ID card.

h.Enough money for the payment of the group.

Question 99. In the airport, how can you find your group?

Answers:

i.Stand in a good place where your group can easily find you.

j.Raise your flag or sign with group name high so the group can easily find you.

k.Make phone call to tour leader and tell him or her the place where you are waiting.

l.When you meet your group, you should double-check the tour code, the number of pax or the other information with the tour members to make sure this is the group you are going to receive.

Question 100. After the group arrives at hotel, what should you do?

Answers:

m.Help tour leader or national guide to do check-in.

n.Help to distribute the room keys to tourists.

o.Introduce facilities of the hotels to tourists.

p.Ask bell boys to deliver luggage to tourists’ rooms.

q.If dinner is arranged in the hotel, take care of people to have the fist meal.

r.Arrange wake-up call.

Question 101. On the way from hotel to scenic spot, what should you talk about? Answers:

s.Tell people the overall arrangement for the whole day, and the name and location of the restaurant where the group has lunch and dinner.

t.Talk about the scenery on the way.

https://www.360docs.net/doc/2210099645.html,anise some activities on the bus such as singing together, playing games and so on.

v.Before arriving the scenic spot, give brief introduction about this scenic spot to tourists.

Question 102. If a tourist requests to up-grade to a higher-standard room, what should you do?

Answers: If there is higher-standard room in the hotel, the tour guide should help the tourist to up-grade according to what the tourist wishes. But the tourist should pay for the single supplement by himself.

Question 103. Under what conditions, tourists could be allowed to have free time? Answers:

a)Some tourists might have visited this place before and have no interest on the

sightseeing programs, after talking with tour leader, tour guide can allow

them to have free time.

b)In the scenic spot, some tourists may not like to follow the tour group,

instead, they wish to look around by themselves, if the layout of scenic spot

is not so complicated, tour guide can allow them to have free time after

reminding them of the meeting time and place.

c)If there is no arrangement in the evening, tour guide should allow them to go

out by themselves.

Question103. Under what conditions, tour guide cannot allow tourists to have free time?

Answers:

d)If it affects the following activities the group will have, tour guide should try

to persuade tourists to stay with group.

e)If it is not safe, tour guide shouldn’t allow them to have free time.

f)If tourists request to visit a prohibit area or organization, tour guide should

not allow them to go.

g)Before the group leaves this city, tour guide should not allow them to have

free time, in case they get lost and cannot get back on time.

Question105. .What should tour guide do if a tourist wants to invite his friends or relatives to join this group?

Answers:

h)Tour guide must check with tour leader and other members of this group for

their permission.

i)The new members need to show their identification card or other documents

to go through formalities in travel service, and hand in the payment.

j)After these formalities, the friends or relatives become the member of this group, tour guide should treat them the same as other member.

Question 106. What should tour guide do to avoid being late for meeting a group? Answers:

a.Read reception plan carefully and get the exact arriving time and place as well

as transportation means.

b.Before leaving for the airport (train station or port), double-check the exact

arriving time.

c.Start as early as possible and arrive at the airport (train station or port) at least

30 minutes in advance. Upon arrival, check again the arriving time.

Question 107. What should tour guide do to avoid missing flight or train?

Answers:

k)Tour guide should check the tickets in advance, pay attention to the departure date, time, and destination

l)Before going to airport or train station, tour guide should not take group to crowded and busy area for sightseeing or shopping