江苏英语导游考试系列-问题部分

1.What are the main characteristics of mass tourism in the period of tour guide service?

The tour guide occupation liberalization ；The tour guide service commercialization；The tour guide service standardization。

2.Which three changes has the emergence and development of tour guide service undergo?

From a single guide to the multiple function service；From the non-professional to professional；From free to standardization。

3.What do the scope of tour guide service mainly includes？

Tour guide service；Life service；Security service；Consulting service。

4. What is the principle of tour guide service?

Safety first；Tourism is supreme；Protect the legitimate rights and interests of tourists；Equal courtesy；Equal courtesy。

5. What are the properties of tour guide service？

Economy；Service；Culture；Social；Foreign publicity。

6. What are the characteristics of tour guide service？

Strong independence；Combination of brain height；The complex；Cross culture；Close contact with the service object。

7. What is the role of tour guide service?？

Link function；Publicity and feedback effect；The realization of economic benefit。

8. What is the development trend of tourism activities?

The individual tourists replace team tourists and become the main tourist；The diversification of tourism demand；Tourism service facilities become more perfect；The impact of information technology on tourism is more significant；Tourism activity is more in line with the requirements of sustainable development。

9. What is the development trend of tour guide service?

The content of knowledge；The means of high technology；The diversity of the tour guide method；The tour guide service more humane。

10. What is the main duty of all to accompany?

The implementation of tourism planning；Liaison work；Organization and coordination；To maintain security, deal with the problem；Propaganda, research。

11. What is the main duty to local guide？

Arrange tourism activities;；Do reception work；The guide；Maintain safety '；To deal with the problem。

12. What is the main duty about overseas tour?

Introduction；Accompanied；Monitoring the implementation of tourism contract；Organization and unity；Liaison work。

13. Excellent quality of tour guide occupation in which several major performance?

Patriotic and enterprises；Due diligence work；Abide by the law；Rigorous behavior。

14. What kind of knowledge structure should The tour guide have？

Language knowledge；Historical Geographical and cultural knowledge cultural knowledge；Knowledge of policies and regulations；Psychology and aesthetics knowledge；The knowledge of political economy and social；Travel knowledge；International knowledge；Local knowledge。

15. What areas do the excellent working ability mainly embodied in？

Language expression ability；Organization and coordination ability；Public relations ability；The ability to deal with the problem。

16. What methods do countries to strengthen the management of tour guides？

Develop tour guide service standards；Improve the supervision and management system；

Establishment of tourist service quality system assessment and complaints system；The implementation of tour guide training and examination system。

17. What are the methods of tour guide service collective collaborative working?

The initiative for the parties to cooperate；All parties to respect the rights and interests；Establish friendship relations；Respect each other, learn from each other, to call for responsibility。

18. What service ready of reception include？

Familiar with the reception tasks；To implement reception；Material preparation；The preparation of language and knowledge；Image preparation；Psychological preparation。19. Before the tour groups to arrive，what reception should tour guide do？

The reception of vehicle；Master telephone；Implementation of the housing and dining；To understand unfamiliar sights。

20. On group before, what are the main contents of the guide material ready?

Personal belongings, such as identity cards, card guides, tour guide flag, mobile phone, loudspeakers and battery；The reception team activities, such as reception task book, ticket statements, engagement plate, advance the mission section, transportation etc.；according to the group number to tourist items, such as tourist cap, badges, tour guide maps or other tourist souvenirs。

21. The tour guide should be prepared to what language and knowledge before the group?

According to the reception plan visit project, focus on the translation of the good foreign language and the data preparation；The professional requirements of the reception team, to do a good job in the relevant professional knowledge of vocabulary preparation；On the current hot topic, major domestic and international news, tourists may be interested in the topic of preparation。

22. What should the tour guide pay attention to in the image?

The tour guide should wear something that matches the guide's identity to facilitate the tour guide service；Clothing should be clean, elegant, natural, wearing jewelry should be moderate, not heavy make-up；The tour guide on the mission, must wear a tour card。

23. What do local guide arrange before the arrival of the tourist service?

The exact time to confirm the tour vehicles arrived；Contact the tour bus driver；Arrive early meeting place；Check again the accurate time tours to hair；Hold signs to greet Tour。

24.What service local guide do after reaching the group?

Finding the tour group, verifying the number, getting on the bus together。

25. How does the local guide find the tour group?

The tour guide standing in conspicuous position and holding guide flag or engagement plate, so that the leader accompany see and come to contact；The tourists should find their own team, can take the initiative to guest by mobile phone out of the station, but also from the characteristic dress tourist agency emblem number etc. the analysis judgment, the initiative to friendly inquiry。

26. What do the guide introduces for the first time?

Mainly introduces the general situation of local city, the scenery and the hotel overview。27. The tourist group arrived at the hotel, what should local guide do the guest service work well?

Assist tourists do the hotel formalities ；Introducing hotel facilities；To provide tourists after the arrival of the service；Guide tourists have the first meal；Announce the day or the next day activities；Determination of call time。

28. The tour guide with a tour group should do what work to visit before departure?

The tour guide must arrived at the place ten minutes ahead of schedule；Stand near the vehicle, and welcome tourist get on the bus；Check the number of people；Remind note；To count the number of people before driving。

29. On the way to the attractions，how should the guide do?

Reaffirms that the arrangements for that day, scenery tour guide, the scenic spots, the active atmosphere。

30. Before the tour, what travel notes should the tour guide explain to the tourists?

Arrived at the spot, before getting off to accompany should be made clear to remind the tourists to remember the trip the car model , color , mark , number and location；In the sketch map of attractions, the local guide should make clear the tour route, visiting time, set time, place。

31. On the way back, what should the tour guide do?

Review the activities of the day, scenery tour guide, regulate the atmosphere, announced the next day program。

32. What are the main contents of the guide travel service?

The journey of life services, The journey interpretation services，contacts the service station to confirm on the journey, the security service.

33. In the catering services, what problem should tour guides pay attention to?

Implement the day's meals ahead of time，for lunch and dinner dining locations, time, the number of people, standard, special requirements and one by one to verify and confirm；When eating, the tour guide should guide tourists into the restaurant, related facilities, food characteristics, beverage category；Tell the team leader, the departure time dining locations and after the meal, the regiment；During the meal, tour guides to tourism personnel patrol 1-2 meal time，answer tourist proposed in the dinner problem, Supervise and inspect whether the restaurant provides services in accordance with the standards of supervision and inspection, and solve the problems that may arise；After dinner, the tour guide should strictly according to the actual number of meals, drinks, standard number, and restaurant checkout, ask for formal invoice。

34. What should a tour guide do before leaving？

Check the bill；Agreed to set, the departure time；Agreed called early and breakfast time；Assist hotel to settle and tourist related accounts；Timely return of documents；If the travel agency responsible person off, should conscientiously do a good job specific organization。35. Tour guides in the service sending a station to arrive early, what is the time specification to leaving site?

Send outbound team or to 180 minutes in advance to the airport outbound tourists；120 minutes ahead of time to go to the airport to send the team tourists and domestic tourists；Send home team tourists go to the train station 60 minutes ahead of schedule；Send the tourists to the train station, 40 minutes ahead of schedule。

36. What do domestic flights departure procedures include?

Reach the airport, local guide accompany the tourists check-in for assistance and baggage；The

tour go into the isolation zone, local guide don't hurry to leave, until the transportation starts then leave。

37.What international flights and exit procedures include?

Send outbound tours, local guide indicate clearly the baggage counter, tourists carry their own baggage and check, when necessary, the guide assist the tourist refund procedures；The local guide should accompany leader how to apply for exit formalities；The tour go into the isolation zone, local guide may leave。

38. What issues should pay attention to on the tour guide?

Content must be appropriate, deal with the relationship between religion and superstition, give up yellow section, avoid silence and the cold shoulder。

39. What are the tour guide word writing skills?

In accordance with the order of the tour route；The content should be new and unique。To reveal the cultural connotation, the statement must be popularization , it’s easy to communicate.

40、Guide explains that if we "focus" skills, what aspects attention should we be paid attention to highlight?

In the scenic landscape, to highlight prominent feature attractions and outstanding views. To underline what tourists are interested in content.

41、What several aspects welcome words include?

In the travel agency, the driver and I welcome the guests to visit local; to introduce themselves by name and affiliation; and expressed hope that the best service attitude of cooperation wish; wish guest have a pleasant journey.

42、What to explain the scenery along the way precautions ?

According to the content of tourism characteristics, explanation must timely instructions to advance; scenery and clarifying are the right direction and scene selection a trade-off.

43、What to explain tourist with attractions precautions?

According to the level of culture tourist, varies from person to person to organize content; pay attention to explain the content of cohesion; according to the visiting time, weather conditions and other objective conditions, to explain the content, flexible arrangements; consciously "occupied" the best explanation of position; respect for tourist psychology and behavior.

44、What`s several aspects of the main contents of farewell should include?

Review of stroke, thank cooperation; expression of friendship and strong feeling; solicit opinions, welcome criticism; not to introduce scenic spots, hope again; I wish the next line process smoothly

45、What`s the problem when we accommodate large tourist groups and need to pay attention to ?

Order reception, break up the whole into parts, parts are not loose, unity of command, division of labor, prepare, implement properly and strictly control.

46、What`s the problem to receive good professional delegation and pay attention to?

To overcome the fear of difficulty; intellectual preparation. To understand and master the religious policy of the country and doing fine preparation work; to respect and meet their special needs. Don't add comments

47、What `s the problem to accommodate the religious tourists and need to pay attention to ?

To understand and master the religious policy of the country; doing fine preparation work; to respect and meet their special needs, don't add comments

48、What`s the problem when we accommodate elderly tourists?

The itinerary loose, to do work and rest, safety first, explain the slower, loud, friendly enthusiasm, patience, meticulous service provide. Do care for life, care, patience in travel service.

49、What the problem to accommodate the disabled tourists need to pay attention to ? Respect; care; do a good job in reception.

50、what principles of tourism fault occurs, the tour guide should follow the?

Loss minimization, ensure travel schedule principle, according to the rules principle.

51、What are the basic requirements of tourist guides treatment failure included?

Calm, stable tourist emotion, formulate, implement solutions, dealing with the aftermath of record;

52、What the principle of facing the demands of tourists, tour guides should follow ?

Listen carefully, try to meet the principle, reasonable and respect the contract, because the principle of patient explanation.

53、What a tour guide should pay attention to in the behavioral problems?

Keep a good first impression and the final impression, not to be late and leave early, reasonable arrangement of schedule, not allowed from the mission, there shall be no cheating.

54、How should the tour guide do well relationship with the leader?

Respect leader, concerned leader, support the leader work, adhere to the principle, to avoid confrontation.

55、What are the basic requirements for tour guides provide psychological services to tourists? Respect for the tourist’s self-esteem, smiling service which learns to use flexible language in partnership with the tourists provides more personalized service.

PART 4

The service ability of tour guide problems

1、To check the schedule, with the hands of the travel and tourism or national guide leader, hands of the stroke is not consistent, What should we do?

We should be with the travel agency, told the situation verify the request and in accordance with the instructions of the travel agency, adjust.

2、To check the schedule, tourists and the revision opinion or request to add new attractions, what the should the local guide do?

Timely report to the relevant departments of the travel agency, reasonable and possible to meet project, should try to be arranged, the need for additional cost of the project, to advance to the leader or the tourists about the charge. According to the relevant provisions of the cost, we cannot meet the requirements of difficulties, with detailed explanations, patience.

3、What should local guide do when we check the schedule and the tourist demands and the original schedule does not meet the specifications and relates to the reception ?

General should politely refuse, and that I can't unilaterally the non execution of the contract, such as a special reason to do, and by the leader proposes with travel agencies shall request the relevant departments depending on the circumstances.

4、In the process of travel, tour request to change the itinerary, tour guides should be how to deal with?

In the process of travel, tour routes or stroke of the proposed change request, tour guides should

be according to the execution of the contract, to explain to the tourists. If there are special circumstances should be reported to the travel agents and travel agency, according to the organizing tour agency to take instructions and tourism activities.

5、In the process of travel, because of the need for objective reasons to change the tour tourist routes, schedules or content what are the general strain measures the guides can take?

The formulation of contingency plan and report to the travel agency. They give the material compensation appropriately

6、What should tour guide do when the tour guide in the process of tour suddenly encountered floods railway, the original book travel activity schedule was forced to change in the local ?

The tour guide in the process of tour suddenly encountered floods railway, the original book travel activity schedule was forced to change in the local and to stay a day .

7、The tour for leave in advance or delay the arrival place, will shorten the time to stay, encounter this kind of situation, the guide on how to deal with?

Seizing the time, as far as possible to ensure that plan for sightseeing attractions, if there are difficulties, can not guarantee that all the attractions to visit plan, priority should be to ensure the most representative, to visit the most distinctive local attractions or tourist attractions such as the most interested; Department of leave in advance, to timely notify the next station operator; report the travel agency leaders and relevant departments, contact with the hotel, the team, to return the meal, check-out, the car back issues timely.

8、Due to the influence of certain objective factors, a destination within the plan can't go, only to replace the other attractions, how to deal with?

All the tourists truthfully to explain the situation, in order to get the tourists' understanding and cooperation, to the wonderful introduction . The content of the novel and the optimum arrangement arousing their interest in tourism and the new tourist attraction is yearning. In the new attractions, with vivid explanation and thoughtful service for the tourists.

9、Tour guides in the group encountered at the airport

The tourists in the group are very angry with the late of the tour guide. How does the tour guide deal with this situation now?

Firstly, the tour guide should apologize to the tourists sincerely. He should try his best to have an understanding from the tourists. On the basis of the understanding, he should according to the reason of the actual situation to make an explanation. If the tourists are very angry at the moment, he can wait for a minute to explain. When the tourists are calm down, he should catch the chance to make an explanation. The influence of the explanation will be better. The tour guide must try his best to afford more warm service to the tourists in order to get their pardon. If the leaders of the travel agency are approval, he will compensate for the mistake by money and let the leaders apologize to the tourists.

10. The local guide does not master the time well when he first leads the tour group. When he leads the tour group to the airport, the plane has taken off. How does he deal with this situation?

The local guide should ask the leaders of the travel agency for help. The travel agency and the local guide should call the airline as soon as possible to let the tourists get the first available flight. This way can reduce the retention time and reduce the bad influence of the later travel. If it

is necessarily, he will accord the suggestions of the leaders of the travel agency to charter the airplane or go to the destination by another vehicle. He must let the tourist calm down and arrange the board and room of the tourists. At once he arranges the new flight number; he must inform the travel agency of the destination. He should apologize to the tourists and write the report. He must identify the cause and responsibility of this situation. The person who take the responsibility must pay for the money and be punished.

11. One overseas Chinese lost his passport when he is traveling. How does the tour guide deal with the situation?

Firstly, he should let the tourist calm down and recall so that the guide can know the details of the situation. He should help the tourist to look for the passport. If he makes sure that the passport has been lost, he will let the travel agency of the place to issue a certificate about the passport loss. And the loser should take the certificate and photo to the provincial public security bureau to report the loss of the passport and apply for a new passport. The overseas Chinese should take the new passport to the Embassy in China to arrange the visa procedure.

12. The tourist lost the luggage when he is travelling, how does the tour guide deal with the situation?

The guide should according to the principle of from far and near to look for the luggage in each link. To be specific, look for the luggage from the hotel, local place, and previous station.

13. During the activity, the guide finds that they have lost one tourist. He asks other tourists but no one knows where he has gone. How does the guide deal with the situation?

He should report to the travel agency as soon as possible and ask them for help. If it is necessary, he will call the local police and afford the characters of the loser. If the loser goes to the hotel, the guide will be very happy. He should talk with him about this thing. And he should have a well-meaning criticism to the loser. And he should warn the loser in order to forbid this situation happens again. If the loser happens others situations, he should according to the specific circumstances to be dealt with by the public security case.

15. The tourist is sick during the travel, how does the guide deal with the situation?

He should advices the tourist to go to the hospital and rest. He should care about the patient’s condition. If the tourist needs to go the hospital, he will talk to the tourist that the tourist should pay the money by himself. The guide should not give the medicine to the tourist by himself.

16. The tourist is seriously ill during the travel, and he needs to be rescued. How does the guide deal with the situation?

He should take steps to rescue on spot. He can ask the staff in the plane, train or boat to look for doctors in the vehicles. He must call the emergency center and travel agency in the next station to get ready to rescue. If the tourist is seriously sick by sudden during the way to the scenic spots, the guide will sent him to the hospital nearby as soon as possible or call the 120 for help. At the same time, he should call the travel agency to request indication and help.

17. The tourist is carsickness, airsickness or seasickness during the travel. How does the guide deal with the situation?

He should advice the tourist to let the head adjoin the chair to reduce the shake of the head. Or he can give the tourist essential balm to coat in the temple to release his bad symptom.

If it happens in the long journey, he will ask the steward for help.

18. There is an old man in the tour group is sunstroke because of the hot weather during the

travel. How does the guide deal with the situation?

He should take the tourist to the cool and ventilate place. He should let the elderly lie down, unbutton the collar, relax the belt and drink some sugary water. If the elderly has a fever, he will use the cold water or alcohol to wipe the tourist body. If the elderly has sunstroke very seriously, he will send the elderly to the hospital as soon as possible.

19. There is a tourist suddenly fall from the steps when the guide leads the tour group to visit. And the tourist is fracture on the spot. How does the guide try his best to do some preliminary measures on the scene?

There are some usual ways to stop bleeding. Using his fingers, palms, fists to press the vessels that close to the side of the heart to stop bleeding. Thickening the surgical dressing at the injury site and compressing the injury with bandage. Before bandaging, he should clean the injury site. When he is bandaging, he should be softly. He should use local materials to make a splint. This can forbid the tourist to turn the fracture body.

20. There is an old man suffers a heart attack because of the exciting during the travel. How does the guide deal with the situation?

He should not lift up or back the tourist as soon as possible. He should let the old man lie down on the spot. He should let the old mans’ folk. He should let the leader, or other tourist looks for the medicine from the pocket. And he should let the old man take the medicine. At the same time, the local guide should go to the nearby hospital to let the doctors to rescue forwardly. When the old mans’ disease is stable, he should send him to the hospital

21. If the tourist is sting by the bees when he is traveling, how will the guide deal with this situation?

If the tourist is sting by the brown bees, the guide will try to pull out the sting. And he should use the mouth or sucker to suck the poison from the wound. Then he should use suds, five percent of soda and three percent of ammonia water to clean the wound. At the same time, he should let the tourist take the pain medication. If the guide or tourists know the Chinese herbal medicine, he will use it to external application. If the situation of the tourist is very seriously, he will send the tourist to the hospital.

22. If there is a tourist died during the travel, how will the guide deal with the situation?

He should report the travel agency. And he should according to the indication of the leaders and coordinate with the police to deal with the remedial work. If the tourist is the foreigner, he will report to the Ambassador in China and try to contact to the family members of the tourist. At the same time, he should let other tourists calm down and keep doing the reception.

23. The tour group runs into an accident suddenly, the guide suffers the minor injury, but there are few tourists are badly injured. In this case, how dose the guide deal with the situation?

He should organize to rescue the survivors and preserve the scene. He should also call the police and the travel agency. He should let the tourists calm down. He should write the report about the situation.

24. One tour group is harassed by the beggar and one tourist bag is robbed by them. How does the guide deal with the situation?

He should protect the security of the tourists’ life and property. And then he should call the police and the leaders of the travel agency. He should let the tourists calm down. He should write the report. He should help the leaders to do the remedial work.

25One tour group checks in the hotel, at the midnight the guest rooms break out of fire, the

fire spread to the floor of this tour group live in. In this case, how does the guide deal with the situation?

He should call the police as soon as possible. He should inform the leader and all of the members of the tour group to coordinate with the workers in the hotel. They should follow the direction of the staff. He should evacuate the tourists through the emergency exit. He should lead the tourists to save themselves. He should coordinate with the police to deal with the remedial work.

26. During the times of the tour group checks in the hotel, the group suffers a fire, and the guide leads them to save themselves. How to save themselves?

He should remind them not to take a lift or jump off the building randomly. If the body is on fire, they will roll or use the thick clothes until it was put out. If they must walk through the dense smoke, they will use the

27. How the guides deal with the situation that more than half of the visitors of our tour appeared symptoms of food poisoning after lunch?

Answer : As soon as we find the food poisoning tourists, our guides should try to make the patients vomiting and allow them to drink plenty of water to speed up excretion so as to relieve the symptom of toxicity. Then we should send the patients to hospital for treatment as soon as possible and ask the doctor for medical certificate.At last, we should report to company and investigate and affix the responsibility for the restaurant rapidly.

28. If the tour arrives at the airport but could not leave on time due to aviation department, what should the tour guide do?

Answer : The tour guide should first find detailed information through airport and station staff, and report to tour leader and tourists in time, at the same, the tour guide should report to organizing travel agency and local travel agency. Because the flight delay time is uncontrollable, and the airport is usually far from urban district, therefore when a flight is delayed, the tourists can move freely within the terminal in the circumstance that the tour guide clarifies the venue, at the same time, the tour guide should remind tourists of flight number, paying attention to airport broadcasting, and not going too far. 29. what should a tourist guide do if his/her tour group reaches the

railway station but it cannot leave on time because of the railway department?

Answer: According to the specific time, tourists should be arranged to wait at the station or rearrange tourist activities; Involved in having dinner, the tourist guide must employ the domestic tour operator to solve the problem; Whether rearranging the tourists to leave the station for touring is based on the instructions from the station staff; In principle, the tourist guide should not arrange tourist to visit some scenic spots far away from the station or some busy and crowed places; The tourist guide must explain to the tourists if some scenic spots need extra fees.

30. On the way to sending a delegation to the airport, if this time there is

a traffic jam, how does the guide deal with it ?

Answer: when the time of emergency, the guide should inform the situation with airlines and travel agents to negotiate contingency plans; After the crowd solved, the guide should remind drivers to pay attention to traffic safely, must not blindly in a hurry and cause potential safety hazard.

31. When a traffic accident caused by mechanical fault of vehicle during the journey, what should a tour guide do to deal with it?

Answer : During the journey, when a tour guide meets with a bus which break down due to the mechanical fault, he/she should get in touch with the domestic tour operator immediately in order to change a bus; Meanwhile, the tour guide is supposed to explain the situation to tourists and apologize sincerely for their understanding; When necessary, maternal compensation measures can be taken in the case of leadership’s support; If the vehicle breaks down in or outside the city, traffic areas, etc, the guide can make an arrangement to let tourists get off the bus when their security can be make sure, and do activities in safe and close zone; If the vehicle breaks down in relatively closed places like the highway where a safety hazard exists, the tour

guide cannot let tourists get off the bus in case of danger; In case of long time of waiting, activities can be organized in bus to animate the atmosphere.

32. What should a tour guide do when faced with natural disasters in the process of tour guide group activities?

Answer : highlight the concept of people foremost for carry out disaster relief work, and consi der rescuing the tourists’ lives and property on crisis issue. According to the different landscape and characteristics of disasters, the tour guide takes appropriate measures to minimize the losses as far as possible. While the situation has been stabilized, everyone must search separately and convene tourists immediately. Try to get everyone together, in order to avoid new problem such as loss of people. In the situation of emergence of the wounded, the tour guide should call to the 110、120 or the local agency for help immediately, and rush the wounded to the nearest medical institutions for treatment as soon as possible. After the disaster, the tour guide has to cooperate with the relevant departments to conduct a survey with the situation of tourists. Wh at’s more, a tour guide need to provide relevant materials of proof to assist in dealing with the aftermath.

33. How does the tour guide deal with the situation where the travelers raise the requirement of changing the food for special need of diet?

Answer : If the requirement that is raised has been specified in the reception program, the local travel agency should put it into practice when ordering a meal and the local guide ought to make it sure. If the travelers make the request temporarily before dinner, the local guide should contact with the restaurant immediately and try her best to meet the condition. If there is a difficulty indeed, the local guide should account for the reasons and apologize to the travelers. If necessary, they can assist the travelers to solve the eating problem by himself.

34. Due to the taste habits of tourists, They demand to replace European food with Chinese food, what should tour guide do?

Answer : If tourists raise a claim to change the meal 3 hours before it, local guide should communicate with restaurant to change the meal by local travel agency, they should try their best to meet the need of tourists, according to the requirements of tourists to implement the meal; the difference between the process of changing meals should tell to tourists and they should pay for it. If tourists put up requirements near the meal, since the restaurant have made preparation, so it is hard to meet the needs of tourists in general, tour guide should explain to tourists and express apology; advising tourists changing the meal the next time according to the situation; if tourists insist changing the meal, tour guide can suggest he eating alone, but tour guide should explain to the tourists that he should pay for the meal on the condition of not paying back the integrated service fee.

35. The tourists require having meals alone, what should tour guide do?

Answe r : since the internal contradictions between the tourists and some other reasons, seldom tourists will require to have meals alone; at this time tour guide should ask for information, changing seats (such as the dinner table is above 2)when it is possible, meeting the requirements of tourists as far as possible; if there is a difficulty, tour guide should be patient to explain and mediate to the tourists, they can also ask the leader of tour guide to mediate it; if tourists insist having meals alone, tour guide can provide assistance, but tour guide should tell tourists they can have meal alone on the condition of not paying back the integrated service fee and tourists should pay for meal.

36. The tourists require providing in-room dinner service, what should tour guide do?

Answer: If tourist is sick, tour guide should take the initiative to contact restaurant waiter, ask him to convey the food to the room of tourists to present concern; if the healthy tourists want to have meals in room, tour guide should take the initiative to know the reasons, providing the help as his capacity

allows and telling tourists to pay for the fee of delivery service.

37. The tourists require tasting the flavor at their own expense, what should tour guide do?

Answer : When The tourists require tasting the flavor at their own expense, tour guide should provide assistances, recommending restaurants and help tourists to make a reservation; If tourists do not have meals in the restaurant which local travel agency ordered, he should cancel meals by local travel agency in advance, but tourists should be told that the integrated service fee does not be paid pack. If tourists taste the favor in the team restaurant, when the real consume is more than the standards of catering. Tourists should pay for the difference of dinner.

38. The tourists require delaying the dinner time, what should tour guide do?

Answer : If tourists require delaying the dinner time because of habits and some other reasons, tour guide should ask for information and communicate to the restaurant, delaying the dinner time in proper. if the special requirements can not be meet, tour guide should make explanations and present apology.

39. The tourists reach to the hotel, reflecting to the tour guide that the room have cockroach, the bathtub is not clear ,requiring changing the room ,what should tour guide do?

Answer : if the room have cockroach、bug、mouse and so on, When tourists require changing the room, tour guide should meet his requirement and submit change hotel to the tour agency when it is necessary. When the equipments of room does not reach the standard especially the hygiene of the room, tour guide should ask waiter to sweep、disinfect.

40. The tourists require promoting the standard of room, what should tour guide do?

Answer : When tourists require living the room whose standard is higher than the room of protocol standard, tour guide should communicate with the hotel, trying best to satisfy the demand. But tour guide should inform tourists to bear the loss cost of check out and the difference of room price.

41. The tourists require living in a single- room , what should tour guide do?

Answer：The tourists who lives in double room want to change it to single- room, tour guide should ask for information; In general, because of the conflict in the tourists or different living habits are the main cause of living single-room. At this time, tour guide should ask the leader to mediate or adjust in the team, if it is failure and the hotel have empty rooms, the requirements of tourists can be meet. but tourists should be told that the charge of room should be paid by themselves.

42. The tourists require participating in entertainment activities which are unplanned ,what should tour guide do?

Answer：tour guide can provide assistance as his capacity allows, he can booking and call taxi for tourists; meanwhile, tour guide should take the responsibility to give safety warming, inform tourists to remember the name of the hotel and the contact details of tour guide .

43.When tourists want guide recommends some unhealthy entertainment venues to them or lead them to these places, what should the guide deal with it?

Answer: The guide should dissuade them from going there firmly.

44.When tourists want to go shopping by themselves, what should the guide deal with it?

Answer: The guide should assist them and work as a good adviser, he can recommend some merchants, help them take bus and tell them how to prefer goods and some skills; the guide should also remind them some necessary

safe measures, he should tell tourists his phone number in order to contact; but if the tourist group is going to leave, the guide should dissuade tourists from going shopping on their own.

45.When tourists found they buy some defective products and fakes, some goods’price were counted incorrectly, or they are dissatisfied with goods they bought, they want the guide to help them return goods, what should the guide deal with it?

Answer: Tourists found they buy some defective products and fakes, some goods’price were counted incorrectly, or they are dissatisfied with goods they bought, they want the guide to help them return goods, the guide should assist them actively. If it is necessary, the guide can go there with tourists together.

46. A tourist takes a fancy to a kind of goods in a shop, he felt hesitant whether he should buy it, when he goes back to restaurant, he decides to buy it and demands the guide to help him, what the guide should deal with it?

Answer: In general, as time permits, the guide can write a note (contains name of commodities and some words that he wants to ask for help from salesman) that let him take a taxi to the shop to buy the commodity, if it is necessary, the guide can go there with the tourist together.

38. When tourists hope to buy some antiques or antique works of art, what should the guide deal with it?

Answer: The guide should take them to formal artifacts shop to buy to buy these things; when tourists buy out things, the guide should remind them to ask for receipt and keep it. For customs inspection, the guide should also remind them not to clear out seals on goods at the same time; if tourists want to buy antiques from vendors, the guide should prevent them; for foreign tourists, the guide should tell them some rules about taking artifacts out of the country from chinese customs especially; if the guide finds some tourists have some suspicion of struggling artifacts, the guide should prevent them and tell them serious consequences; when the prevent has nothing to do with it, the

guide should report to related department.

48. When foreign tourists want to buy some traditional chinese medicines, what should the guide deal with it?

Answer: The guide should recommend some formal drugstores or medicine markets to them, in order to avoid buying fake medicines and being tricked; for foreign tourists, the guide should also tell them some rules about taking traditional chinese medicines out of the country from chinese customs.

49. When tourists want the guide to help them check after buying large goods, what should the guide deal with it?

Answer: The guide can tell them that shops usually provide check service, if shops do not have the service, the guide should help tourists check.

50. When tourists want to buy a kind of goods, but shops do not have this goods, they want the guide to buy and check them instead of themselves, what should the guide deal with it?

Answer: In principle, the guide should declined about this; because in case of some differences between goods they have seen and they have received, return or exchange them are all very trouble; if tourists hope to agent purchase and check extremely, the guide can suggest them go straight to entrust shops help them do this.

51. When tourists want the guide agree to let their relatives and friends go together with group, what should the guide deal with it?

Answer: The guide should know details of the situation firstly, such as relationship between persons which join in the group and the relative tourist in the group, the identity of these persons, time and content of event when they are going with group and so on; if these people are media reporters or diplomats, the guide should report to travel agency in time; then they should get leader and other tourists’permission; if no one oppose this, the guide can report this to travel agency, then follow its instructions to collect expenses; if they just go together in local place, the guide only need to contact local travel agency; if they want to go together with group to other places, the guide should

report to tour organizing agency.

52.When tourists want to forward things, what should the guide deal with it?

Answer: For this, especially some food and valuables, the guide should decline them under normal circumstances; when under special circumstances, the guide can’t refuse them, he must check what things they need to forward face on face, at the same time, the guide should invite consignors to write a power of attorney, make notes of rec ipients’name, address, phone number, goods’name and quantities and counted face to face, sign name and leave detailed address; when guide’s assignments are finished, the guide should sent goods to recipients as soon as possible, and let them sign their names; at the same time, the guide must let the recipients sign the date of receipt; after doing this, the guide should sent attorney and receipt to travel agency for keeping.

53.When a tourist reaches a place, he wants to leave the group to do other events, what should the guide deal with it?

Answer: If a tourist wants to do things freely during traveling, in the case of confirming his healthy and the ability of actions, the guide should know the content of his event firstly, then decides whether to agree him leave the group; if it is agreed, the guide should give him necessary assistance; the guide can tell him the place and time of meal, the approximate time of returning to hotel of the group and the guide’s phone call, and remind him to pay attention to safety; it is important to let him sign duty agreement before he left the group, making out the reason, time, place of leaving and safety responsibility during leaving time, in order to avoid the responsibility of tourists’ leaving; after the group’s day trip finished, the guide should contact with the leaving person, concern his track.

54.During traveling in Nanjing, a tourist of a foreign tourist group receives information about his family get critical diseases suddenly, he wants to come back to his country rapidly, what should the guide deal

with it?

Answer: The guide should report to tour organizing agency and local travel agency rapidly, and help the tourist order a return ticket, contact bus; if he is a foreign tourist in group, the guide also need to assist him apply for separation of visa and other relative procedures; the expenses of coming back in advance should be paid by the tourist, the content of contract he does not enjoy will be handled follow the constructions of travel agency by the tourist after travel event finished.

55.When some foreign tourists attack and slander our country’s socialist system, what should the guide deal with it?

Answer: The guide’s thought should neither be numb nor be oversensitive, he should avoid confrontation as far as possible when he responses to this, he can reach the same result with softness, for tourists’incorrect words and deeds, the guide needs to publicize relative laws and to discourage them effectively; of course, for a very few hostiles that attack and slander china premeditatedly, the guide should have clear attitude and firm standpoint, but the guide should note ways, he should not grapple with them.

PART FIVE

The question and answer about the knowledge of 5A scenic spots 一、Nanjing zhongshan scenic area(sun yat-sen’s mausoleum、ming

tomb、linggu temple)

1. sun yat-sen’s life summarized.

Answer: His Chinese name is Sunwen, whose given name is Zaizhi and styled himself as Yixian,he was respectfully and widely called Mr. zhongshan.He was born in xiangshan country, guangdong province in1866. He studied medicine in honolulu , hongkong and some other places and after graduation he worked as a practitioner in guangzhou,macao and other places later he gave up medicine as his profession to take part in political activities. In 1905,he set up china alliance organization in japan and he was elected president. He put forward the famous guiding principle“driving the invaders

out,restoring the sovereignty of china,establishing a republic and equalizing the landowership”and the three people’s principles“nationalism, democracy and the people’s livelihood.’’In 1911, after Xin Hai revolution, Mr.sun was elected inrterim president of the republic of china. On march 12,1925. Mr.sun passed away in Peking Union Medical College Hospital then he was buried in Peking Xishan Temple of Azure Clouds,after the success of Northern Expedition , according to his wishes,In june 1,1929, his body was moved to sun yat-sen’s mausoleum.

2、How to select the grave site of sun yat-sen’s mausoleum?

Answer: Mr.sun had chosen Nanjin Zijin Mountain as his destination after death. It is said that in the first year of republic of china of April 1st, Mr.sun went hunting with his friend around the piety tomb of ming dynasty, he said“i wish i could be bestowed a piece of land by people and be buried here after my death.’’ Until now,the abbot of lingu monastery had recommended him that this place is good for geomantic omen.when he was dying in march 1925, Mr.sun enjoined person to bury him in Zijin Mountain.After his death, in order to respect his last wish,so they selected the location of sun yat-sen’s mausoleum.

3、What is the meaning of graphic design of sun yat-sen’s mausoleum?

Answer：Sun yat-sen’s mausoleum was designed in the shape of a liberty bell. In the acient,bell was used to publish mosque and decree. The graphic design of sun yat-sen’s mausoleum has the meaning of “make the world on the right track”and“bell warning the world”，with the meaning of arousing the masses of the people by Mr.Sun.Represent the sympol of Zhongshan spirit as

a cloud bell.There is nowhere it can’t reach.

4、What’s the specific content of the Three Peoples Principles and constitution of five powers?

Answer:The Three Peoples Principles is the programme of the democratic revolution which Mr.sun zhongshan proposed. It consist of nationalism,democracy and people’s livelihood. We call it Three Peoples Principles for short,it is the basic program in Chinese Kuomingtang.constitution

of five powers represent separation of five powers constitution which includes “administration、lawmaking、judicial、supervision、examination”.These are the core content of Mr.sun Zhongshan’s political theory.

5.What’s the main content of stele in ming tomb.

Answer: In praise of the achievements of emperor Zhu Yuanzhang through his whole life , There are altogether 2746 chinese characters. Tt is diveded into seven parts.1 He was born in the family of Jurong. 2To petition for the people, make a career in Dingyuan.3When he ascended the throne establish crown prince.4Abolish the secretariat.establish six departments 5Attach great importance to talents, establish traditional sinology .6 Live in a simple life, buried in the same grave with empress Ma .7 there are 57 children’s name of royal family and 144sentence of four words eulogy.

6.What’s the meaning of stone animals in the sacred avenue of ming tomb?

Answer:The lion is the king of the beasts and represents imperial power. Xiezhi is the beast ,represents justice.The camel is known as boat in the desert and represents national strength;The elephant represents moutain strong; It is said that Kylin represents peace and lucky. The horse is important animal which can be driven by people. One of the moral of these fairy animals is in memory of Zhu yuanzhang’s merits,let later genernations feel the majesty of the dead and the peace ,power of country. The second is hoping to ward off evil spiritsto protect tomb.

7.What changes did the emperor mausoleum experienced?

Answer:The evolution of chinese imperial tombs showed various forms of characteristics, primitive communes use tomb instead of mausoleum.Zhou dynasty use fief tomb. Qin dynasty use square tomb. Tang dynasty adopt moutain as tomb. Song dynasty use small square tombs. Yuan dynasty use mausoleum instead of tomb.ming and qing dynasty adopt precious castle and dome.