导游资格学习经验导游资格口试考试：不要慌不要背

2024-09-29

导游资格学习经验导游资格口试考试：不要慌不要背（精选3篇）

导游资格学习经验导游资格口试考试：不要慌不要背篇1

一、考生必读

1.考生务必带好准考证及有效身份证件原件参加考试，考试现场不提供准考证打印服务。

2.考生务必按规定时间报到，迟到超过30分钟取消考试资格。

3.考生务必认真阅读《上海市2013年全国导游人员资格考试现场模拟导游考试(口试)内容及程序》。

4.口试地点：安龙路845号(上海市现代职校旅游实训中心，在茅台路和仙霞路之间)，参考交通：54、71、72、88、836以及地铁2号线(威宁路站)。考点不提供停车。

二、报道时间

语种报到时间 8:00 9:00 12:30 13:30 中文

11/16(周六)2013100001-2013100200 2013100201-2013100400 2013100401-2013100630 2013100631-2013100850

11/17(周日)2013100851-2013101100 2013101101-2013101300 2013101301-2013101550 2013101551-2013101750

11/23(周六)2013101751-2013101930 2013101931-2013102100 2013102101-2013102320 2013102321-2013102550

11/24(周日)2013102551-2013102800 2013102801-2013103000 2013103001-2013103180 2013103181-2013103350

11/30(周六)2013103351-2013103570 2013103571-2013103800 2013103801-2013104030 2013104031-2013104250

12/1(周日)2013104251-2013104490 2013104491-2013104670 2013104671-2013104900 2013104901-2013105115 英语报到时间 8:00 9:00 12:30 13:30

12/7(周六)2013200001-2013200080 2013200081-2013200160 2013200161-2013200260 2013200261-2013200340

12/8(周日)2013200341-2013200430 2013200431-2013200520 2013200521-2013200620 2013200621-2013200708 日语报到时间 8:00 9:00 12:30 13:30

12/7(周六)2013300001-2013300020 2013300021-2013300040 2013300041-2013300065 2013300066-2013300084 俄语报到时间 8:00 9:00 12:30 13:30

12/7(周六)2013400001-2013400005 2013400006-2013400010 2013400011-20134000***16-2013400020 法语报到时间 8:00 9:00 12:30 13:30

12/7(周六)2013500001-2013500007 2013500008-2013500012 2013500013-2013500020 2013500021-2013500024

12/8(周日)2013500025-2013500029 2013500030-2013500033

德语报到时间 8:00 9:00 12:30 13:30

12/7(周六)2013600001-2013600007 2013600008-2013600013 2013600014-2013600020 2013600021-2013600024

西班牙语报到时间 8:00 9:00 12:30 13:30

12/7(周六)2013700001-2013700006 2013700007-2013700010 2013700011-2013700017 2013700018-2013700022

12/8(周日)

2013700023-2013700027 2013700028-2013700030

朝鲜语报到时间 8:00 9:00 12:30 13:30

12/7(周六)2013800001-2013800008 2013800009-20138000***16-2013800027 2013800028-2013800037 其他报到时间 8:00 9:00 12:30 13:30

12/7(周六)

2013900001-2013900008

导游资格学习经验导游资格口试考试：不要慌不要背篇2

What is the definition of a tour guide and what basic qualities should a tour guide have?(1)A tour guide is a person who has acquired a tour guide certificate（证书）and is assigned by a travel agency to escort tourists on their travels, providing them with commentary and guiding service as well as other travel services.(2)a.moral character

良好的品质

b.profound knowledge 渊博的知识

c.sound ability

较强的能力

d.proficient skills

较高的技能

e.healthy body

健康的身体

f.decent appearance

端庄的仪表第二题导游人员的基本职责是什么？ List the basic tasks of a tour guide.(1)Arrange the itinerary（路线）of visits and sightseeing according to the contract（合同）signed between the travel agency and the tourists.(2)Guide the tourists to and around the sites and introduce them Chinese culture and the local tourism resources.(3)Arrange for meals, accommodation, transportation, shopping and entertainment, and ensure the personal safety of tourists and the security of their property.(4)Answer tourists’ questions patiently and help them solve their problems during the journey.(5)Report tourists’ opinions and suggestions to the travel agency and, if necessary, help to arrange meetings for on-tour feedback.第三题导游员应该怎样熟悉接待计划？

How does a tour guide get to know a reception plan?(1)The tourist group survey（旅游团概况）: 1.客源地the name of the travel agency that organizes the group in its source origin, nationalities, languages, name of the tour leader；2.组团社name of the travel agency, name and cell-phone number of national guides；3.旅游团name, number and standard of fees of the tourist group.(2)Members’ situation of the tourist group（旅游团成员情况）: the total number人数, names, sex性别, occupations职业 and religions宗教信仰.(3)Traveling route and the transportation（旅游路线和交通工具）: the whole route of this group全程路线, places of departing and entering出入境地点, transportation交通工具 and so on.The number, time and place of the vehicles they use while the tourists are arriving and leaving.抵离本地时所乘交通工具的班次、时间和地点。(4)Tickets of transportation（交通票据情况）: whether the tickets have been reserved according to plan? Is there any changes? If there is, what is the new situation? Whether there are back round trip tickets;domestic section（国内段）of international tickets? The ticket for entering into or out of the country is ticket of OK or ticket of OPEN.(5)Special requirement and precautions（特殊要求和注意事项）: Whether there is a special requirement? Whether need some director concerned to receive, meet or invite to have a dinner? Whether among the tourists there are the old, weak, sick and disabled needing to be especially looked after.(6)Whether it is needed to handle certificates ahead of time?（是否需要提前办理证件）Whether there are areas or cities that need the tourists to handle the pass? If needed, do it ahead of time.第四题上团前导游员应当做好哪些准备工作？

List the basic preparations made by a guide before leading a tour group.(1)Be familiar with the reception program.熟悉接待计划

(2)Confirm details of transportation, accommodation and luggage delivery before the group arrives.落实接待事宜

(3)Bring all necessary items including documentation-tour guide certificate and professional rating cared----local travel schedule and the tour guide banner.做好物质准备

(4)Be sure to have and use professional language skills and knowledge.语言和知识准备

(5)Be tidy, friendly and good mannered.形象准备

(6)Have a positive attitude and be prepared to face complaints from tourists.心理准备

第五题旅游团抵达前导游员应当做好哪些工作？

What should the tour guides do before the arriving of the tourist group?(1)Confirm the vehicle the tourist group took and the accurate arrival time: Ask clear accurate time with the information office of the airports, train stations quay（码头）before setting out.(2)Fix the time and place with the tour bus driver: guarantee to arrive half an hour in advance;Tell the schedule and arrangement of time and activity to the driver on the way;After reaching the station fix the parking place.(3)Check the right arriving time of the tourist group once more: arrive at the airport, station or quay ahead of time.(4)Get in touch with the porter（行李员）: Notify the place that the luggage is sent to, and fix the parking place with the luggage van（行李车）driver.(5)Receive the tourist group with signs or meeting boards at the station: meet the tourist at a striking（突出的）position at the station exit, indicate（标明）group name and number, leader’s name or national guide’s name or name of tourist on the meeting board.第六题旅游团抵达后导游员应当做好哪些工作？

What should the tour guide do when the tourist group arrives? 1.Look for the tourist group at a striking position at the station exit, confirm the information of the tourist group to ensure receiving the right group.2.Check out the number of tourists: If there are more or less than the planned persons, the guide should contact reception agency in time suck as appearing, 3.Count the luggage collectively集中清点行李: And the leader, accompanied completely, the porter checks the luggage together, check whether to stand intact（完好的）or not, do the handing（交付）over procedure well after checking.4.Congregate（聚集）the tourists and get on the bus: Stand by the bus door with smile, help the old and the young, check the number of people.第七题从机场（车站）赴饭店途中导游员应当做好哪些工作？

What should the guide do on the way from the airport to the hotel?(1)He should warmly welcome the tour group.Deliver a welcoming speech: show welcome, introduce service people tell programs, present attitude, give wishes.(2)He should inform the overseas tourists of the local time.Adjust time: Entry group want time difference of recommending, transfer Beijing time.(3)He should give a brief introduction to the local customs, the location of the hotel and its facilities.(4)He should collect the certificate: The passport, yellow book, the ticket, etc.and the plane confirms in order to move in.(5)He should guide on the way: Introduce the scene on the way, local overview and situation in the hotel.(6)He should inform the tourists of the first meeting place and coach parking place(if applicable若可以).第八题在入住饭店服务中导游员应当做好哪些工作？

What should a tour guide do when the tour group arrives at the hotel?(1)Help the tour group check in.Knowing the room number of the tour leader, and leave the telephone number to the tour leader or national guide.(2)Inform the tour group of all hotel facilities and services including the restaurant, business center, public washrooms etc.(3)Confirm arrangements for the first meal for the group.Tell the particular requirements of the group to the restaurant.(4)Inform tour group of itinerary just for day of arrival and the next day.(5)Ask the porter to deliver the luggage to tourists’ rooms.(6)Arrange morning call for the tourists.Fix the morning call time with tour leader and then the tour leader inform the tourists, local guide inform the front desk.第九题地陪在途中导游应做好哪些工作？

What should a local guide do on the way to a certain scenic area?(1)Inform the tourists of the itinerary of the day again including the time and place of meals, report the time of reaching the tour site.Report the news if necessary.(2)Comment on the local customs and scenery along the way and answer questions.(3)Give the group a brief introduction to the tourist destination, especially the historical value and feature, rousing their curiosity of the tour site.(4)Organize entertainment activities, promoting friendship between the local guide and the tourists.第十题购物服务的基本要求是什么？

What are the basic requirements of the shopping service?(1)When tourists do shopping, tell them the duration（持续时间）, attentions and characteristics of the goods clearly.Help tourists to consign for shopping.(2)If tourists are forced to buy things by peddlers(小贩), local guide has the responsibility to remind tourists not to be cheated.(3)If the shop doesn’t determine price according to quality, sell fake and shoddy products假冒伪劣商品, does not offer standard service, local guide should report it to the director of the shop in order to protect the benefits of the tourists.(4)The local guide should take the tour group shopping only at shops designated(指定的)by contract.The local guide is not permitted to add extra shops or shopping time.第十一题在用餐过程中导游员应当做好哪些工作？

What should the guide do when the group having meals?(1)While having a dinner, the local guide should lead the tourists to take a seat, introduce dining room facilities, meal characteristics and types of drinks.(2)Inform the tour leader about the dinner place of local and national guides, and the time of setting out after dinner用餐后的出发时间.(3)Inspect the dishes one or two times during the mealtime to make sure the food is up to the standard specified in the contract.Answer questions about the food raised by tourists.(4)After dinner, the local guide should check out according to the accurate dining number, standard and drinks amount.第十二题送站前导游员应当做好哪些工作？

What preparations should a guide make before the departure of the group?(1)Check the names, number of tourists and the return tickets.If the group is going to leave the country by plane, the local guide should help the overseas tour leader confirm the air tickets.(2)Confirm the time for the delivery of luggage with the porter and the tour leader, and then inform the time to tourists.(3)Confirm the time for the morning call and breakfast.Fix the leaving time with driver and tour leader, and then inform the tourists.(4)Remind the tourists to pay their bills before they leave the hotel, Return the tourists’ identity cards or passports.第十三题送站服务的具体内容要求有哪些？

What should the guide do while seeing off the tourists?(1)Deliver a farewell speech: including that feels reluctant to part表示惜别, expresses gratitude to cooperation感谢合作, reviews traveling回顾旅程, solicits the suggestion征求意见, looks forward to meeting期盼相逢.(2)Reach the airport ahead of time: international flight, domestic flight should be 2 hours in advance, train should be 90 mins in advance.(3)Go through leaving formalities including delivering transport tickets, cheching the luggage.After the group leaving, the local guide can leave.办理离站手续第十四题下团后地陪的后续工作有哪些？

What does the following work contain after the tour group packing off?(1)Processing carry-over question处理遗留问题: After the tour group packing off, the local guide should deal with tourist’s carry-over issue earnestly（认真地）and properly;Handle the matters concerned by tourists just before leaving according to pertinent regulations and leadership instructions.(2)Paying up结账: According to travel agency’s specific request in the stipulation（规定）time, settles accounts the filling in finance settlement table and each kind of documentary evidence to the finance department.(3)Establishment team file建立团队档案: Reorganizes the pertinent data（有关资料）, will receive the plan, the active schedule, the questionnaire opinion card, to accompany the group diary and so on to reorganize the filing-up earnestly according to the stipulation,(4)Summary work总结工作: Completes the accompaniment（附属的）subtotal（小结）earnestly, reports realistically（实际地）meets the group situation;When involves tourist’s opinion and the suggestion, makes every effort to quote the original words and to indicate the tourist status;If the traveling has the heavy accident, must reorganize the writing material to the reception society and the travel agency.(5)The knowledge makes up for a missed lesson知识补课: After packing off（送走）each team, the conducting a tour personnel must reconsider earnestly, the aftertaste, in reception process, but also which knowledge has not to clarify, replies inaccurate, is incomplete, completes the knowledge to make up for a missed lesson.The conducting a tour personnel must set up this kind of idea;Permits the identical question in no way, two times cannot reply.第十五题导游人员应当怎样与领队合作？

How does a tour guide make a successful cooperation with the tour leader or the national guide?(1)Always respect the tour leader and listen to his opinions and suggestions, especially when you don’t agree with him.Respect the tour leader’s work and always discuss the itinerary, schedules and accommodation arrangements with him.(2)Give more honors, arouse leader’s enthusiasm(激发领队的热情), making the tour leader cooperate in a positive attitude.(3)Support the tour leader’s work.Value重视 the tour leader’s opinions and suggestions.Show the concern about the tour leader.(4)Treat a difficult tour leader with a respectful attitude.Try to persuade说服 the tour leader by being reasonable and dignified.Avoid public conflict with the tour leader;never humiliate羞辱 him;always respect and communicate with him even after the conflict;your future work may depend on it.(5)Improve working skills and strengthen self-confidence.第十六题导游人员在与司机的合作中应注意哪些问题？ Which questions should the local guide pay attention to within driver’s cooperation?(1)If receives the foreign tourists, when the tourist car arrives at the scenic spot, the local guide announced collection time and place to the tourist in the foreign language , must remember tells the driver in Chinese.(2)When the tourist route has the change, the local guide should tell the driver ahead of time.(3)The local guide must assist the driver to complete the safe driving work, such as helps the driver to replace the tire, the installment or unloads the tire chains, or helps the driver to carry on the small repair;Maintains the tourist car windshield and glass’s clean;Do not chat on the way with the driver in the driving;Meets has the dangerous situation, protects the vehicles and the tourist by the driver, the local guide requests reinforcements.(4)Studies the program arrangement with the driver, solicits the driver to the program opinion.The local guide pay attention listen attentively to driver’s opinion are to cause the driver to participate in the tour guide services positively.It’s a good method.(5)Respects the working people the manner to respect the driver.But to the minority behavior dishonorable, the excessively corrupt lazy driver should not give in excessively.第十七题在接待宗教界旅游团的过程中导游员应当做好哪些工作？

What should a tour guide do when receiving religious tourists? There is a special group in our tourism market that is the group of religion people.Religious travelling refers to the activity that the people with pilgrim purposes visit some special places.Some believers believe in some gods or fancy ancient religion buildings.And they think the religions travelling can realize the purposes of religion and enjoying.(1)Know and grasp our country’s religious policy.(2)Satisfy special dietary needs of religious believers.(3)Respect freedom of belief.If there’s a Sunday or special day of the religion, arrange them to church or corresponding activities.第十八题导游员对有特殊身份与地位的旅游者应该如何服务？ How should the guide serve the tourist who have special status ?(1)Pay attention to the reception specification: such as the standard of accommodation, whether to arrange and which standard leader to receipt or meet them, how to deal with the changes of schedule.Ask for instructions when meet questions.(2)Prepares for: get the possible knowledge of their status, age, hobby, knowledge background and so on to communicate with them easily.Offer them individual services.(3)Strengthens self-confident.Don’t worry or feel nervous with the high status.Believe that they would appreciate your sincere service.第十九题导游讲解的原则是什么？其基本方法都有哪些？请解释什么是制造悬念法？

In what the principle the tour guide explains ? Which does its essential method have? Please explain that what is the manufacture suspense the law? Principle: Correctly, vividly, fluently, clearly, humorously Method: 1.The partition lamination explanation law, 2.the description law, 3.the statement law, 4.the interpretive method, 5.the analogism law, 6.the manufacture suspense law, 7.the question and answer law, 8.to excite the emotions by seeing the scenery law, 9.the imaginary-real law, 10.to add the finishing touch law.The manufacture suspense law is the guide explains the key place to stop the topic intentionally, builds “And listens to is resolved” the atmosphere, stimulates tourist’s curious psychology and the seeking knowledge desire.第二十题导游员抵达景点前及在景点讲解过程中的服务内容是什么？ What should the tour guide do before arriving attractions and during explains? Before arriving attractions, the tour guide should introduce the brief situation of the attraction, especially its historical value and characteristic.During explains(1)Tell the tourists about attentions in the tour.Remind tourists of the time and place of gathering and the bus code before getting off the bus.(2)Explain to the tourists during the tour.Tell the route, time of visiting and attentions.Explain the history, characteristic, status, and value vividly.Guarantee the toursts can get an abundant visit.And especially concern about the folks and the weak.(3)Prevent the tourist lost.Accompany with the tourists all the time.Check the number of the tourists at any time.导游应变能力题

第一题

导游人员应如何预防漏接？一旦发生漏接，导游人员应如何处理？ What is an “incident of the missing tour guide upon the tourists’ arrival”? How can a guide avoid the “incident of the missing tour guide upon the tourists’ arrival”? How should he handle its occurrence? Definition: It means that there is no tour guide to meet the tourists upon their arrival.(1)After accepting the assignment, a guide should check and double check the date, time and place of the tourists’ arrival.(2)On the day of arrival, the guide should confirm the information and inform the driver of the time and location of the arrival.If necessary, the guide can contact the organizing travel agency, the airport or railway station to confirm the exact time of the group’s arrival.(3)The guide should set aside enough time to make sure he arrives ahead of time.If the “incident” should happen, the guide should do the following:(a)For the subjective reason, give an explanation and make a sincere apology to the tourists and try to win their trust by offering them cordial and attentive service;(b)For the objective reason, the guide may not be responsible for the incident.However, since the incident has inconvenienced the tourists to some extent, the guide should extend an apology to the tourists on behalf of the travel agency.第二题导游人员应如何预防错接？一旦发生错接，导游人员应如何处理？ How should the conducting a tour personnel prevent the unwanted response? Once has the unwanted response, how the conducting a tour personnel should process? The unwanted response is instructs the tourist when the reception depot has not verified the reception plan earnestly, has met the tourist group which should not meet.Prevention: 1.should arrive at the reception depot place to greet tourist group ahead of time.2.When meeting the group, verify the group name, code, number, tour leader’s name or tourists’ name earnestly.3.Enhances vigilance, takes strict precautions against the social other personnel illegal close tourist group.Processing:

1.If the unwanted response occurs, in the identical travel agency receives when two tourist groups, the conducting tour personnel should immediately to the leadership report.After the leadership agreement, accompanies may no longer exchange the tourist group, all accompanies should exchange the tourist and apologize to the tourists.2.If unwanted response when is other travel agency’s tourists group, the conducting a tour personnel should to the traveling society report, try to exchange the tourist group and explain the situation and the sincere apology realistically to the tourist as soon as possible immediately.第三题导游人员应如何预防误机事故？一旦发生误机事故，导游人员应如何处理？

Prevention and treatment of the accident of missing the flight or train or car.1.Definition: “An incident of missing the airplane” means that the group fails to arrive on time to catch the reserved flight from the present stop, thus disrupting the schedule.2.Nature: Missing the flight is a great accident.It brings not merely the enormous economic losses to travel agency, but also tourists suffering.To some degree, it influences the reputation of the travel agency badly.3.Prevention(1)Local and national guides should implement leaving transportation tickets of tourist group well ahead of time.And check the date, time and destination, number of flights, etc.(2)On the same day of leaving, do not arrange the tourist group to the complicated spot or inconvenient traffic region to visit or shop;do not arrange the tourist group to go shopping at a crowded place or do free activity.(3)Leave abundant time to go to the airport(the quay, station), guarantee the tourist group to reach the airport ahead of time: The domestic flight, reach the airport 90 minutes ahead of time;The international flight reach the airport 120 minutes ahead of time;The train or the steamer reach the station or the quay 60 minutes ahead of time.4.Deal with:(1)The guide should first report the incident to the travel agency, and then try to appease and calm the tourists.(2)The guide should then contact the airlines, try to put off the departure time or take other modes of transportation for alternative means for departure.If necessary, arrange a chartered airplane.(3)Make arrangements for their accommodation and necessary services.(4)During their stay, the guide should inform the next stop in time, modified travel schedule and inform the related parties.(5)If the group’s delay requires them to stay on, the manager or administration staff of the travel agency should make an apology to the tourists on behalf of the travel agency.(6)Write out the accident report, state the cause and responsibility of accident.The person who caused the incident should be fined for the loss.第四题外国旅游者在我国丢失护照和签证，导游人员应如何处理？

What is the procedure for a foreign tourist to apply for a new passport and visa if he has lost them during his visit in China?(1)Provide a certificate: If foreign tourists lost the passport or the visa in our country, the reception agency should provide a certificate.(2)Prepare photos: Ask the loser to prepare photos.(3)The owner should report his loss to the local Public Security Bureau with the written testimonial made by the travel agency along with his photo.(4)With the testimonial issued by the Public Security Bureau, the tourist should apply for the new passport in his own country’s Embassy or Consulate General in China.(5)With the newly issued passport, the tourist should apply for a new visa in the office of the entry and exit visas for foreigners under the Public Security Bureau.第五题旅游者钱物丢失，导游人员应如何处理？

The treatment that the tourist’s money or goods is lost.1.Know about the situation: Guides will understand this situation in detail and then analyze the lose time and place as well as the characteristic, value of the lost article.2.Protect the scene: After confirming losing, protect the scene, in order to help solve the case.3.Provide a certificate by the travel agency, preparing for customs inspection and compensation.4.Report a case in time: If a tourist’s certificate property is stolen, the guide must report the case to the public security organ and insurance company immediately, help to investigate the clue, strive to solve the case, find articles, retrieve the harmful effects.5.Prepare the claim for compensation.Help to get a certificate issued by Public Security Bureau so as to claim for compensation.6.Thoughtful service: Guides all want to offer the warm and thoughtful hospitality, the owner of the lost property will be comforted and alleviated its mood.第六题旅游者在中国境内丢失行李，导游人员应如何处理？ Lose the luggage within the territory of China.(1)Analyze the situation calmly;(2)Solve the necessity for daily life: Apologize, help to solve the difficulty of the life brought.(3)Get in touch with relevant department to get the information about the process.(4)Apologize sincerely.Return luggage if found.Otherwise, if confirm losing, the leader of travel agency should give a explaination and make an apology to the tourist.(5)The guide should prepare the meterials for compensation.Help the tourist claim for compensation.(6)The guide should submit a written report to the travel agency which gives a detailed account of the accident, including: the cause of accident, the sequence of events, the process of handling the accident, the tourists’ feedback and the account of those responsible for the accident.第七题导游人员应如何预防旅游者走失？一旦旅游者走失，应如何处理？ How should the tour guide do to prevent the tourist lost? If happened, what should the guide do to deal with it? P: 1.Remind the tourists of the name of the travel agency、the license plate number and logo of the tour bus、the name and telephone number of the hotel、contact with the guide.2.The tour guide should tell the itinerary、visit sites in morning and in afternoon and the name and address of the restaurant where the group have their launch and dinner.3.After arriving at the attractions, in front of the attraction diagram, the guide should introduce the route to the tourists and tell them the parking place, emphasize the collection time and place, and remind the tourists of the number and character of the tourist bus.4.The guide should be with the tourists all the time and often count the number of tourists.5.The guide should attract the tourists with abundant content and excellent skills.Deal: 1.Find the lost tourist immediately.Analyze the time and direction of losing and look for the tourist at once.2.Ask for help of the police and the tour site authority.3.Arrange the remaining tourists, continue the tour schedule if possible.4.If had not found, report to the travel agency for help.If necessary, get in touch with the public security.5.After finding the tourist, find out the cause.If it was the tour guide’s mistake, apologize to the tourst.If it was the tourist’s fault, don’t blame him too much.The guide could remind him to pay more attention.6.Give a report.If it was a serious incident, the guide should make a written report.第八题导游人员应如何处理旅游者伤病、病危和死亡事故？ How to deal with tourists’ injuries, danger and death in accidents? 1.If the tourist get hurt or be sick in accident, the guide should visit immediately.If necessary, the guide should accompany the patient to hospital.It is prohibited for the guide to give the patient medicine privately.2.When the tourist is critically ill, the guide should send the patient to hospital for a rescue with the leader or relatives or call the doctor immediately.3.In the rescue process, the guide should request the presence of the leader or the relatives and friends, and take detailed records of symptoms of illness and treatment before and after.4.In the rescue process, the guide should report situation to the travel agency all the time;remind the lead to inform the patient’s family, if the patient is a foreigner, the guide should remind the leader to inform the embassies and consulates in the country.5.The guide should arrange other tourists properly when individual tourist is ill, the national guide should continue accompanying the group.6.If the tourist died, the guide should report to the local travel agency immediately, and the local agency should deal with the aftermath in accordance with relevant state regulations.At the same time, the guide should make other tourists’ emotion stable, and complete the reception actively.If it is a irregular death, the guide should protect the scene, and report to the local department in time.第九题对于交通事故，导游人员应如何预防与处理？ How to prevent or deal with the traffic accidents? P: 1.The guide should have safety awareness in the reception work, and give assistance to the driver with safe driving work.2.The guide should leave enough time when arrange activities, don’t urge the driver to be hurry and be speeding.3.In case of bad weather, heavy traffic or bad road conditions, the guide should remind the driver to pay attention to safety and drive carefully.4.The guide should prevent other drivers, and remind the driver not to drink.If the driver is drunk driving, the guide should stop him immediately and report to the travel agency and request reassignment to other bus or swap drivers.D: 1.Emergency treatment: If somebody hurts, arrange rescue immediately.Send the hurt people to the nearest hospital.2.Protect the scene

3.Timely report(#122): Inform Traffic Department and Security Department.Report it to the travel agency.4.Appease tourists: Make other tourists’ emotion stable, and try to complete the reception activity.5.Write a report containing the cause, details of rescue and treatment, responsibility, tourists’ emotion and response.Try to report detaily, correctly and clearly.第十题对治安事故，导游人员应如何预防与处理？

The prevention and treatment of the breach of security.A breach of security means that the tourist has suffered: theft, robbery, fraud, indecency or murder and their life or property has been endangered on the trip.Prevent:(1)The guides should increase their vigilance when doing reception services.Take effective measures, and try to prevent public security accident from happening.(2)Remind tourists not to tell strangers their room numbers, let strangers enter room especially at night, and don’t exchange the foreign currency with individuals.(3)After checking in the hotel, the guides should advice the tourists to deposit the valuable property in the safe deposit box of the hotel, don’t hand-carry or put them everywhere.(4)After leaving the hotel, the guides should remind tourists to take along the certificates or valuable things.After tourists getting off the bus, the guides should remind the driver to lock the door and window.(5)During the tourist activity, the guides should be together with tourists all the time, and observe the situation around, often count noses.(6)During visit, don’t stop the bus let the irrelevant person get on the bus.If some person stops the bus, the guide should remind the driver not to park.Deal with:(1)The guide should do his best to protect the safety and property of tourists and take them only to safe places.If the tourists are injured, the guide should rescue them.(2)The guide should immediately report the incident to the police for investigation.(3)The guide should report to the travel agency.When casualties or loss of property occur, the guide should ask the travel agency to give him instructions or request that the personnel of the travel agency handle the incident.(4)The guide should comfort and console the tourists, and, if possible, continue with the scheduled travel.(5)The guide is expected to submit a written report to the travel agency and help handle the issues concerned.(6)Deal with problems arising from an accident well: Prepare essential identifications, materials and handle rehabilitation works well.第十一题对于火灾事故，导游人员应如何预防与处理？ The prevention and treatment of the fire accident.Prevention:(1)Remind tourists of not to carry inflammables and explosives and don’t throw out cigarette ends.(2)Tell the relevant regulations to the tourists.Remind them not to take forbidden goods in the luggage.(3)Familiar with the location of emergency doors, exits and escape stairs of each floor and shift safe route.And introduce those to tourist.(4)Keep fire alarm telephone number 119 firmly in mind.(5)Know room numbers of the tour leader and tourists.Deal with:(1)The guide should report the fire immediately to the police.(2)The guide should inform the tourists that there is a fire and lead them to a safe place through a safe emergency exit.While fleeting the fire, tourists must be warned not to take the elevator.Tourists may become trapped in the elevator due to power failure caused by the fire.(3)Obey staff member’s unified command.Evacuate tourists through the extra exit rapidly.(4)Lead tourists to save themselves.Don’t take the elevator, use wet things to cover oneself, wave colorful things to call rescue people.(5)Help to deal with rehabilitation works.第十二题导游人员应如何预防旅游者食物中毒？一旦发生食物中毒，应如何处理？ The prevention and treatment of food poisoning.Prevention: 1.To avoid its occurrence, the guide should take tourists only to designated restaurants for meals.2.And always remind them not to eat food sold by street vendors.3.If it is found that food or beverage was unhygienic or turned sour during dinner, the guide should demand to replace them immediately.Require the restaurant leader to apologize.And report to the travel agency in case of necessity.4.Tell the tourists about “water and soil” question clearly.The food which locals can cat, the outsiders perhaps cannot.Deal with: 1.If a tourist is poisoned, the guide should ask him to drink a lot of water to flash out the poison and send the patient to hospital immediately.2.Inform the health and epidemic prevention department to examine some samples that tourists have eaten immediately.3.Ask the doctor to open the certificate of diagnosis.4.Report to the reception agency rapidly, and notify the serious patient’s relatives.5.Guides should help to understand, analyze and grasp the reason of being poisoned, and, offer the reliable material to the related departments in order to investigate this case.第十三题对旅游者在餐饮方面的个别要求，导游人员应如何处理？

The treatment which tourists require individually in food and beverage(1)The special diet requires can be divided into two kinds: one is making clear in the agreement, another kind is putting forward temporarily.If the special dietary requirements have been specified on the contract, the travel agency must fulfill them.If the requirement is not specified in the contract, but requested after the tourist’s arrival, the guide should do his best to meet the needs of the tourist.However, the tourist should bear the extra expenses.A guide should try his best to meet the tourist’s requirements if it is related to his religious practice or health reasons.(2)Tourists demand to change the meal: If the tourist demand to change the dishes, generally speaking, the guide must contact the restaurant 3 hours earlier, so long as the restaurant agrees to change the meal, the guide can assent.If it was close to the meal time, the guide shouldn’t agree, but should explain it patiently;If the tourist insist on changing, he should bear he expenses.(3)Demand to have a dinner alone or require room service: If the tourist request to have his meal separately or send meals to his room, the guide should tell him to pay for himself, but if the tourist is a sick and can’t have dinner in the dining hall, the guide should arrange to send the meal actively and it must be free.(4)Other diet requirements: If the tourist wants to eat his meal before or after the arranged time, the guide should get in touch with the restaurant earlier and try to satisfy the tourist.If the tourists wanted to taste local special food, the guide should get in touch with the desighed restaurant to arrange.第十四题对旅游者住房方面的个别要求，导游人员应如何处理？

To the tourist housing aspect’s individual request, how should the conducting a tour personnel process? 1.Request to exchange the hotel: The tourist proposes exchanges the hotel, accompanies should with reception society contacting, the reception society be supposed to be responsible promptly to exchange.If the reception society really has the special reason and the difficulty, should to travel this explanation, proposes the convincing reason, after the tourist agreed that may according to the reception society specific measure properly solve, and gives the tourist to compensate.2.Requests to exchange the room: Because in the room has the cockroach, the stinking insect, the mouse and so on, the tourist requests to change houses, should satisfy its request.The tourist request exchanges when differently faces, the different floor’s identical standard guest room, if does not involve the price question and the hotel has the vacant room, may with hotel guest room department contacting, suitable satisfy or request issue of something the team to mix in the interior.3.The request lives in a higher standard the guest room: The tourist request lives when is higher than the contract provision standard the room, if the hotel has the corresponding room, may give to satisfy, but the tourist must pay the original room to return a house the cost of the loss and two kind of scale guest room charge the price difference.4.Requests to live in the single room: If the tourist living in the standard room requests to live in single room, it can be met if there has vacant room, but the tourist should take their own expense.5.Require to buy goods in the room: The guide should assist the tourist actively, contact with the hotel and transact with rules of the hotel.6.Require an extension of stay time: If there has vacant room in the hotel, the tourist’s request can be met, but he should charge himself.If there has no vacant room, the guide can assist the tourist to contact other hotels, and the tourist should pay himself.第十五题对旅游者娱乐活动方面个别要求，导游人员应如何处理？ Tourist’s amusement is required individually 1.Demand to change the planned recreation: If tourists are unsatisfied with the recreational activities that are arranged, demand to change the recreational activities, guides should contact travel agency immediately, if the condition permits, change the plan as much as possible, if the condition is not permitted, guides should explain patiently to the tourist, prove the ticket has already been ordered to tourists, can’t replace;If tourists insist on demanding to change, guides can help, but explain the expenses to pay by oneself, the comprehensive service charge is not refunded.2.Demand to increase the recreation outside the plan, the guide should generally give assistance, but does not usually accompany going.3.Demand to go to the unhealthy place of entertainment, guides should refuse him or her absolutely, and explain clearly relevant regulations and laws of our country to tourists.第十六题对旅游者购物方面个别要求，导游人员应如何处理？ How to deal with individual requirements of tourists’ shopping? 1.Require to go shopping alone: If the tourist invites the guide to go shopping together, the guide should depend on the condition, when conditions permit, the guide can accompany as far as possible.If it is impossibility, the guide should give him help.If the tourist requires to go shopping alone when the group is leaving, the guide must discourage him.2.requires returned merchandise requires tour guides to help returned, tour guides help the tourists should be aware of their responsibilities from the loss, should actively assist and try to help resolve, if necessary, to travel together.3.asked again to request a tour guide to help store, the guide should be given the enthusiasm to help.Under normal circumstances as long as time permits, tour guides can accompany.4.requires the purchase of antiques or antique art heritage tour guides should be fixed to the store, and to remind travelers to buy after the proper custody of the invoice, do not remove the items printed on the wax to prepare for customs inspection.If you find an individual travelers suspected of smuggling artifacts, tour guides should be immediately reported to the authorities.5.requires the purchase of medicines, medicine guide should inform the relevant provisions of China Customs.6.shipping requirements requested on behalf of tour operators on behalf of shipment, the tour guides can tell in the tourist shops are generally fixed shipping business, please apply for their spot in the store;if the store no such business, tour operators should actively assist tourists to other places for shipment procedures.第十七题旅游者要求探视亲友应注意哪些事项？

Tourists visiting friends and relatives asked questions XVII should pay attention to what matters? 1.Tour guides to help tourists in contact after meeting with relatives or counterparts, generally do not participate in the meeting, asked the parties not to meet the purpose and content;2.Tour guides to help foreign tourists in contact after the meeting, generally do not participate in the meeting, there is no obligation when translated.If you do need to provide translation services of tour guides, tour activities, without affecting the premise can be agreed;3.If asked to meet with foreign tourists or foreigners in China China, embassy and consulate personnel, tour guides should not intervene, the need group is the Association can help.4.If foreign tourists warmly invited to participate in tour guides and consular activities held, tour guides should be politely refused, if necessary, should consult the leadership, for approval before going;

5.Tour guides should be aware of tourists and meet real people relationships between individuals if found by relatives and friends as a cover for.6.Not normal dealings with, or engage in illegal activities, should be promptly reported to the authorities.第十八题旅游者要求转递物品，导游人员应如何处理？ Tourists demand to pass articles Generally, tour guide should proudly reject.If tourist indeed cannot handle himself, the guide can offer help.1.Ask the condition of the goods, require a good list and check the number face to face.2.If the goods should be paid taxes, the guide should require the tourist to pay.3.If the goods is very expensive, we should ask the tourist to write a trust letter, and specify the article name and number face to face.And ask the tourist to sign it and leave the detailed address.4.Ask the receiver to write a receiving note, including the article name and signature.5.Hand in the receiving note and the trust instrument to the travel agency.6.If the tourists want the guide to pass on food to other person, the guide should decline it, and explain the reason.Ask him to deal with it by himself.第十九题旅游者要求中途退团，导游人员应如何处理？ Demand to withdraw from group midway.1.If tourist is ill or has special reasons and demand to leave the travel party ahead of time, the tourist can be satisfied if the reception and organization agencies agree.Whether return the left travel fees or not, the agency should do it according to the terms in the agreement they signed.2.If tourist’s requirement is unreasonable, the guide should explain to him patiently.If failed to persuade him, the guide can accept his requirement and must tell him that his travel fee won’t be returned.3.The whole touring party proposes withdrawing from the group midway collectively, because of the travel agency and guide’s service quality.The guide can handle this situation according to the relevant regulations.4.If because of the serious natural calamities, touring party or some tourists are forced to demand to finish the tourist activity as soon as possible, the guide can allow them.But because of not our faults, we refuse to compensate.5.Guides can help tourists who withdraw from the group midway to book the flight ticket, go through formalities of separate visa.But the expenses should be paid by the tourist.第二十题旅游者要求延长旅游期限，导游人员应如何处理？

导游资格学习经验导游资格口试考试：不要慌不要背篇3

以上的学习方法，考生尽管自己去努力了，但学习不得法，事倍功半，难以在短短的几个月内取得明显的提高。要想在考前的短短几个月里有大的突破，须按以下方法进行学习。

〔1〕考试考的是考生对旅游基础知识的理解和掌握，考生最重要的是加强基础知识的训练，基础知识加强了，才能以不变应万变，应对各种不同类型的考题。而基础的训练是*做大量的练习考题来提高的，就象高考的尖子生都是题海战术训练出来的一样，你也要做大量的相关配套的训练考题。所以你不光要有考试的全套教材，你还必须配备与教材配套的全套练习考题。

〔2〕：把笔试的教材先取一本，用最快的速度大概的通览一遍(一天的时间)，然后开始做与本书配套的十五份考题，先在书上找答案，书上找不到答案就把标准答案抄上去。因为我们编辑的十五套考题是根据书本的章节按顺序编制的，考题的内容都是本书上的基础知识。训练的目的就是要加强考生对基础知识的掌握。做完这十五套考题你会觉得自己几乎可以把这本书背下来了，从而学习的兴趣和信心大增，能力大为提高，

备考资料

〔3〕：按以上的方法把笔试的四本教材的练习考题通做一遍，也就是花一个月的时间，你就掌握了笔试教材的全部基础知识。

〔4〕：接下来你开始做笔试的二十套综合模拟考试练习题，仔细的做，思索着做，翻着书做，对着标准答案做。进一步加深和提高对书本教材中基础知识的阅读，理解和背颂能力。

〔5〕：做完了所有的模拟考试练习题以后，你又把所有的笔试书籍反复的看几编，这样笔试的几本教材在短短的几个月中就在你的脑海里形成了一个完整的基础知识体系。有了这样的能力，你将纵横考场，无所不能。

〔6〕：对口试的本省考试景点，仔细的阅读，好好的思考，象写文章的中心思想一样把景点都浓缩成八百来字一篇，你自己这样做了一遍以后，你对这些景点会记得很牢;你再把《导游规范服务》《导游应急事件处理》的教程多看几遍，想想自己如果带团遇到这样的问题该怎样处理。

〔7〕：在考完笔试到考口试的这段时间里，对口试的导游词和教材天天的看，天天的读，天天的背，有条件的话，还到景点亲自去走一趟，看看在景点带团的导游是怎样解说的。自己模仿考场的情景对自己进行模拟考试。经过这样的精心准备，你一定能考好口试。

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