Part One Questions and answers on professional guides’ operation（导游业务题库，共142题）Question 1: What preparations should the local guide make before receiving the tour group?1.Operational preparations including double-checking the inter-agencytransmittal, group booking sheets and the tour reception plan, preparing theday-by-day itinerary and confirming the reservation for the tour coach, hotel,meals, air/train/boat tickets, etc.2.Get himself linguistically prepared. Get himself acquainted with populartopics and domestic and international current affairs and arm himself withgeneral knowledge for travel.3.Get the following ready: the guide badge, the tour reception plan, thevouchers, cash, the agency flag etc.4.Get himself psychologically prepared. and make himself look professional. Question 2: W hat should the L/G do before the tourists’ arrival?(1)Reconfirm the arrival time of the vehicle.(2)Contact the bus driver.(3)Arrive at the airport or rail station half an hour earlier.(4)Reconfirm the arrival time of the flight or train once again.(5)Await the arrival of the group with the sign at a place where the guests caneasily see you.Question 3. What are the dos and don’ts for the L/G during his first on-the-way introduction?(1)He should stand (or sit if it’s a mini-bus) in the front of the bus so that everyguest can see him.(2)Bear a smile. Look natural.(3)When testing the mike, don’t pat or blow into it. Do it by way of greeting suchas “hello, can you hear me?”(4)Speak in a medium volume and rate. Repeat or explain what’s important. Question 4. What should the first (on-the-way) introduction include?(1)Views on the sides.(2)Background information of the city and its people.(3)Introduction about the hotel, their temporary home.(4)Itinerary in this city. Handing out the relevant materials.Question 5. What should the L/G do to make the first hotel check-in smooth?(1)Help the tour leader go through the check-in formalities.(2)Tell the group about the hotel facilities and service items.(3)Bring the group to have the first meal.(4)Repeat today’s or tomorrow’s arrangements.(5)Help the guests and their baggage into their rooms.(6)Discuss about the wake-up time with the tour-leader and the national guideand ask the tour leader to inform the group. Book the wake-up time with the receptionist.Question 6 How is the L/G supposed to take care of the first group meal?(1)Appoint when and where to meet with the group.(2)Show the group to the restaurant and help the guests to be seated.(3)Explain the meal regulations, such as what beverages are included and whatare not.(4)When the guests have started eating, wish them “Good Appetite”beforeleaving for dinner himself.(5)If the group is to dine out, the local guide must inform the restaurant inadvance about the arrival time, group code, nationality, number of persons, meal standard and special requirements etc.Question 7 What should the L/G do to present an on-the-way introduction well?(1)Talk about the views along the way and answer questions from the guests.(2)Give a brief account of the scenic spot the group is heading for so that theguests may be interested.(3)Organize some discussions or games if the trip is long and keep the touristsentertained.Question 8What points for attention should the L/G remind the tourists of after arrival at and before entry into the scenic spot?(1)Duration of stay in the scenic spot and when and where to meet after the visit.(2)Information about the bus, such as type, color, license number etc beforegetting off the bus, and tour route as well as points for attention before entering the scenic spot.Question 9 What should the L/G do to present a good introduction and render other professional services at the scenic spot?(1)Make sure to let the tourists fully enjoy the scenic spot within the scheduledtime and money.(2)In order to prevent the tourists from getting lost, the L/G should stay withthem all the time and keep checking the number of persons. Special care should be given to the old, the weak and the disabled tourists.(3)In introducing the scenic spots, the L/G should have a plan as what to say first,what to say next and what stories and interesting episodes to be included. The information he gives should be in details and true with fluent expressions.(4)He should adjust the contents and his speech pace according to the guests’responses. In a word, he should try to give the guests a great enjoyment with colorful, interesting and enjoyable guiding speeches.Question 10 What preparations should the L/G make when the tour of one city is completed and before the tour group departs for the next city?(1)Check the travel tickets one day before the group leaves the city. The items tobe checked include the group code, number of persons, name of the national guide, flight (or train or ship) number, departure time, from which airport or station the vehicle leaves etc. He should also remind the T/L to reconfirm the air tickets 72 hours ahead of time if the group is leaving China from the city.(2)Decide on how the check baggage is to be arranged.(3)Discuss about the times of wake-up call, breakfast and departure and informthe guests as well as the hotel reception.(4)Ask the guests to clear their bills with the hotel ahead of time.(5)Remind the guests to keep their ID card or passport, valuables and receipts ofvaluable purchases in their hand baggage.(6)Return all kinds of certificates or receipts to the guests if any.Question 11Generally, what services should the N/L render to the tourists on the way from city to city?(1)Take good care of the tourists.(2)Remind the tourists of personal and property safety.(3)Seats should be allocated by the T/L before hand.(4)Safe keep the check baggage receipts and travel tickets and hand the formerover to the local guide in the next destination.Question 12 How should the N/G cooperate with the L/G during the tour in each city?(1)Actively cooperate with the L/G in each city. Inform about the group and thegroup’s special needs.(2)Give suggestions in terms of activity arrangements if they’re identical with theones in the previous stops.(3)Keep an eye on the group members to prevent them from getting lost.(4)Keep reminding the group members of their personal and property safety. Incase of emergencies, he should handle them properly with the help of local governments.(5)Be a good consultant for guests in shopping.(6)Actively communicate with the L/G and T/L to make the whole tour smooth. Question13. What and how should the L/G do in case s/he is late for meeting the arrival group on schedule?（与109交叉）(1)Apologize for being late, no matter whose fault it is.(2)Explain the true cause and apologize again when the tourists calm down a bit.(3)Get the group on board the bus as soon as possible and leave the airport or trainstation.(4)Provide excellent service to win the guests’ heart.(5)Give some kind of compensation such as little souvenirs, extra dishes andbeverages etc.Question14. What and how should the L/G do in case the group he/she is meeting doesn’t show up?(1)Ask the staff members at the airport or train station whether the flight or trainhas arrived, whether all the passengers have come out of the premises.(2)Contact the travel service immediately and find out the reason.(3)Stay in the airport or station to wait for the group if it’s coming on a later flightor train soon. If the group is coming a long time later, return to the travel service for further instructions.(4)On the way back to the city, go to the hotel the group will be staying at to checkwhether the tourists have arrived and checked in by themselves.Question15. How should the guide handle the case in which a Singaporean tourist has lost his/her passport in sightseeing?(1)Get a certificate from the travel service.(2)Get a certificate from the Security Bureau with the help of the one from thetravel service.(3)Go with the certificate and a few photos to the Singapore Consulate in Shanghaito get a new passport.(4)Go to the Public Security Bureau to get a new visa.Question16. How should the guide handle the case in which a Malaysian tourist has lost his/her passport in sightseeing?(1)Get a certificate from the travel service.(2)Go with the certificate and a few photos to the Public Security Bureau to reportthe loss and apply for a new passport.(3)Go to the Malaysia Consulate in Shanghai to get a new visa.Question17. How should the guide handle the case in which a Taiwan compatriot has lost his/her travel permit/certificate in sightseeing?(1)Get a certificate from the travel service.(2)Go to the local China Travel Service or the administrative department forleaving and entering China to report the loss.(3)When proven, he’ll be issued with a departure certificate for a single returntrip.Question18. What measures should the guide take in case a fire happens during the group’s stay in the hotel?(1)Dial 119 to report the fire.(2)Inform the T/L and all the group members to evacuate the building throughemergency exits.(3)Help the group members to save themselves.(4)Handle the following-up problems.Question19. What measures should the guide take in case a traffic accident happens on the way of sightseeing?(1)Help the wounded especially the seriously wounded ones. If not possible, call120 for help.(2)Report the case to police and protect the accident scene.(3)Report to the travel service as soon as possible for instructions.(4)Console the other group members and continue doing sightseeing with them ifthe accident is not serious.(5)Cooperate with the departments concerned for investigations and the travelservice for handling following-up problems.(6)Write a report in details.Question20. What should the guide do in case the tourists suffer from food poisoning?(1)Ask the tourists to press vomiting and drink a lot of water to accelerateejection and reduce toxicity.(2)Send the tourists to the hospital nearby for medication and ask the doctors tomake out a diagnosis certificate.(3)Report to the travel service as soon as possible to sue the restaurant.(4)Work with the travel service to claim damages from the departmentsconcerned.(5)If it’s a serious case, the travel service must report it to the superiordepartments and the domestic travel service, which arranges the whole tour of the group.Question21. What should the guide do when s/he learns that one of the tourists is sick?(1)Tell the sick tourist to see a doctor and take a good rest.(2)Arrange room service for him if he’s staying in the hotel during the day.(3)Pay him a visit after the group comes back to the hotel to show concern.(4)Go with the sick tourist to the hospital when necessary.(5)He shouldn’t give any medicine for his own use to the sick tourist to take.(6)Costs occurred are to be paid by the tourist himself.Question22. What should the guide do in case a tourist needs to be hospitalized?(1)When traveling in a vehicle, get the emergency help ready at the destination.(2)Report to the travel service as soon as possible.(3)Send the patient to the hospital, accompanied by the T/L or relatives.(4)When an operation is necessary, get the relative or T/L to sign.(5)Safe keep the documents from the hospital.(6)Continue touring with the rest of the group.(7)Take care of the following-up problems.Question23. How should the guide handle the case in which some of the tourists complain about poor service?(1)Communicate with the complainant without getting other tourists to beinvolved.(2)Listen tentatively to what the complainant has to say. Don’t try to explain ordeny at once even if the complainant is being overstating the problems. Allow him to give vent to his dissatisfaction.(3)Judge and analyze the cause of the complaints.(4)Apologize for the improper service and try to make it up.(5)Dissuade the complainant from raising the case to the administrativedepartments and get him and the concerned department to make a compromise. However, if the complainant insists raising the case to the administrative departments, the guide should offer help.(6)Continue providing excellent service even if the complaint is against the guidehimself.Question24. How to handle illegal religious activities?If a tourist gives out religious materials and conducts other religious activities ina tourist place, the guide should point out to him (her) that without the invitationand permission from the religious organization in our country, those activities are not allowed. However, while dealing with such cases, special attention should be paid to the interpretation of the policy and the approaches applied. But if they insist regardless of the warning and have an obvious intention to makedisturbance, it should be reported to the relevant departments such as religion, judiciary or public security.Question25. What is the procedure of handling an accident during a tour?(1)Organize first aid(2)Protect the scene of the accident(3)Immediate report of the accident to the relevant department.(4)Handle the following-up issues properly.(5)Compensate the tourist accordingly.Question26. What are the characteristics of the job of tour guide?1) It is a tough job related to accommodation, transportation, sightseeing, shopping entertainment of tourists.2)A tour guide should be able to carry out duties independently.3)It is a combination of brainwork and physical work.4)A tour guide may fall into all kinds of temptations.5)It is a cross-cultural job.Question27. What are the duties of a local guide?Arrange the sightseeing tour.Be in charge of reception job.Introduce tourist attractions.Safeguard the safety of guests and deal with special cases.Question28.What materials should a local guide prepare before receiving a group? The receiving plan; the tour guide certificate; the service card; the guiding flag; the welcome board and the receipts and so on.Question29. With whom should a local guide count the luggage?A local guide should count the luggage with the tour leader, the national guide and the luggage man.Question30.What should a local guide do before going to a scenic spot?1)Arrive at the departure place at least 10 minutes ahead.2)Count the number of the tourists after they get on the bus.3)Check meals the group will have in the day.4)Remind tourists of what they should pay attention to during the tour.Question 31.What should a local guide do on the way back to the hotel after a day’s tour?1) Recall the tour today, ans wer tourists’ questions and give a additional introduction to the scenic spots visited.2).Introduce the scene on the way.3). Announce the itenerary for the next day.4). Arrange the morning call for the next day.Question32.What should a national guide do while a foreign group will leave China?1).Before leaving the hotel, the national guide should remind tourists to settle accounts with hotel.2) Remind tourists to take their personal belongings , relevant documents and certificates.3) Ask tour leade r and tourists to fill in tourists’ advice form.4) Apologize for the poor service and do something to make up for it.5) Give a farewell speech on the way to the airport6) See the group off, and help tourists to go through outbound formalities.Question33 .What knowledge should a tour leader have after receiving an outbound travel plan?1)Be familiar with relevant knowledge about the destination countries.2)Be familiar with professional knowledge about outbound travel.Question 34.What should a tour leader do before his/her group go outbound?1)Be familiar with the information about his/her group.2)Check the travel documents and certificates, tickets and forms of tourists.3)Do material preparation.4)Do knowledge preparation.5)Contact outbound travel service to confirm the travel plan.6)Have a meeting before departure and inform tourists of relevant arrangements and what they should pay attention to.Question 35.How can a local guide have a good command of a group?A tour guide should be sincere and warm-hearted to tourists.A tour guide should work in a proper order.Question36. How will a local guide work with a tour leader?1). Respect tour leader and support his/her work.2.) Communicate with tour leader to avoid quarrel and misunderstanding if there is disagreement.3). Stick to the rules and regulations of his/her travel agency.4) Be a respectable guide.Question37.. How will a local guide work with the driver of his/her group? Remember to address the gathering place and time in Chinese again while taking a foreign group.Inform the driver of any change in itenerary in advance.Discuss the itenerary with the driver.Take the driver’s profit into consideration.Question38.On what condition can a tour guide arrange optional tour for tourists?1) The tourists have finished their arranged tour.2) The tourists have enough time for the optional tour.3) The guide should get the approval of his/her travel agency.4) The tourists agree with it.Question39.What products does a travel agency have for individual tourist?1) Mini package tour2) Single optional tour3) hald-day tour, a-day tour or several-day tour and so on.4) self-drive tourQuestion40.What are the optional items for a mini—package tour?lunch, supper, tour guide, entertainment and tours.Question 41.What are the principles for a tour guide’s oral presentation? Accurate, clear, lively and flexible.Question 42.What are the roles that humor plays in guiding service?Harmonizing relations, adjusting mood, avoiding troubles, teaching through lively activitiesQuestion 43.What are the commom artificial respiration methods?Mouth-to-mouth insufflation, chest pressure and back pressure.Question 44.What should a tour guide do if one of his tourists gets bitten by a snake? First, he should calm down and keep the victim calm. Then, he should apply a bandage, wrapped two to four inches above the bite, to help slow the venom. He is also supposed to help the victim wash the wound and draw venom out of the wound. And call ambulance for help.Question 45.What should a tour guide do if one of his tourists gets heart attack?First he should help the tourist lay down with his head a little bit higher. And then ask the relatives of the tourist or other tourists to take some medicine from the tourist’s pocket. At the same time, call 120 or 110 for help. If the tourist’s heartbeating stops before medical help arrives, the tour guide should also carry CPR.Question46. What are the procedures to deal with tourists’ personalized requirements? Clarifying the purpose of the personalized requirements, trying to meet the proper requirements, listening attentively and explaining reasons if having to turn some tourists down, showing full respect while maintaining due self-respect, keeping the service quality of the whole tour.Question 47. How should a tour guide handle a tourist’s request to change meal?If the request is proposed 3 hours before the meal begins, the tour guide could contact the restaurant to meet the request as possible as he could. While, if the tourist brings the request just before the meal, the request couldn’t be taken and explaination should be in place. If the tourist insists, whatever dish he orders, it should be paid by the tourist.Question48.What should a tour guide do if one of his tourists wants to buy some antique?The tour guide should suggest the tourist buy antique at designated antique shop rather than from some street vendors. The tourist should also be reminded that he must keep the invoice and the seal on the antique in case the customs will check. If the tourist is suspiciously up to smuggling, the tour guide should report to the police immediately.Question49.What should a tour guide do if one of his tourists wants to meet some special figures, eg national or provincial leader?As a tour guide, he shouldn’t make contact personally. After identifying the purpose of meeting, the identity of the tourist, the tour guide should report the case the travel agency, which forwards the tourist’s request according to related re gulations. If the request is turned down, the tour guide could decline the tourist in a polite way. Question 50. What procedures should be done if one of the tourists loses his passport ot visa?First, he should ask the travel agency which is located in the city he loses his passport or visa to issue a certificate for the loss. With the certificate issued by the travel agency, he should report to the local police station for another certificate, with whichhe can apply for a passport replacement from his country's embassy in China. Finally, he should apply for another visa with the passport replacement from the local Public Security Bureau.Question51.What are the types of air ticket?Normal fare ticket, excursion fare ticket, group fare tour ticket, chartered flight ticket. Question52. What are the types of passport?Diplomatic passport, business passport, regular passport.Question53. Waht are the types of visa?Diplomatic visa, courtesy visa, business visa, regular visaQuestion54. What are the limitations in terms of foreign currency for an outbound Chinese tourist?For an outbound Chinese tourist, if he takes less than 5,000 US dollars, he doesn't have to declare at the customs. If the currency stays between 5,000-10,000 US dollars, he has to declare at the customs. He can't take more than 10,000 US dollars with him. Question55.What is the normal procedure for a local guide to meet guests at a railway station or airport?Prepare to meet the group including checking the arrival time, arriving half an hour in advance).Find the group.Introduce yourself.Check the number of the group.Gather to board the bus.Question 56.What should a guide do when the tourists arrive at the hotel?Help them check in.Introduce the hotel facilities.Note down the room number of the tour leader and that of the national guide.Inform the tourists of the itinerary just for the day or the next day.Arrange morning call for the tourists and tell the bellboy to deliver the luggage to their rooms.Check and discuss the itinerary in detail with the tour leader.Question 57. Please narrate the main duties of the national guide.Carry out the reception plan.Maintain contact with related departments.Organize and coordinate travel activities.Protect the safety of tourists and resolve problems.Do propaganda and investigation.Question 58. Being a guide, how would you take care of the aged tourists?Slow down walking speed and speaking speed.Answer their questions patiently.To prevent the aged tourists from getting lost, the tour guide should keep telling them the parking lot of the tour bus, the tour route in the scenic spot, etc.Tell the aged if anyone does get lost; stay there until the tour guide comes to get him/her.Don’t hurry them up during the tour; let them often have a rest when they feeltired.Question 59. If a guest tells you that her earring is missing, how would you help her?Conform of the loser and inquire of your guest when she last saw her earring, and whether she has misplaced it somewhere.If she concludes that it really has been lost, make sure to ask her for detailed information and then report the case to the Public Security Bureau in the shortest time possible.Next, report the case to the travel service authority for advice and assistance.If all thes e efforts prove ineffectual, request the tourist’s name and contact address so that the lost earring will be mailed to her when it is retrieved.Question 60.What should a guide do if he/she does miss receiving the group?（与109交叉）Tell the tourists the fact, make apology sincerely if it is the tour guide’s fault.If there is some other reasons, you should make more explanation patiently to clear up certain misunderstanding;Try your best to reduce the tourists’ loss to the minimum. For instance, offering better and attentive service, and at the same time taking them to the sightseeing places in their schedule as much as you can.Question 61.What should a guide do if a tourist has lost his checked luggage at the airport?Take him to the Lost and Found Department and fill in a form.Write down some information of the guest or his guide: name of the hotel he is going to stay, the telephone number or room number if possible.Keep in touch with the airport and check frequently during the trip.If the luggage cannot be found, help the tourist buy some daily necessities.In case the lost luggage cannot be found shortly before he leaves the local place, further information of the whole trip in China is needed.If the luggage does get lost, repay him in accordance with international convention.Question 61 . If a tourist wants to taste some local delicacies on his own, what should a guide do?If a tourist wants to taste some local delicacies on his own, the guide could help him to contact some related restaurant and make a reservation for him.Remember to warn him of the safety.Ask the guest to bring a hotel card with him in case he gets lost.Tell him he’ll pay for all his expenses.Question 62.B ecause of some natural disaster (earthquake, floods, tsunami etc.), the next destination has to be cancelled, what should a guide do?Explain the situation to the guests.Work out a tentative itinerary and report it to travel agency.Arrange the group’s meals, rooms and coach etc.Adjust the itinerary: add some more scenic spots, stay longer at the main attraction.In a word, make the journey interesting and lively.Question63.How can the national guide, local guide and the tour leader cooperatewith each other to guarantee the smooth progress of the tourists’ activities?T he key to guarantee the smooth progress of the tourists’ activities is the good cooperation among the national guide, the local guide and the tour leader, which relies on the common effort of the three parts. The three parts should do as the following:Get the mutual cooperation by exchanging information and communicating with each other in time.Respect the rights and benefits of each part.Combine the work with the emotion in order to establish the friendship, and respect each part’s privacy.Learn from each other and take the responsibility bravely.Question64.What is a reception program, as a local guide, when you are reading the reception program, what is the knowledge about the tour group that you should know?The reception program is the contractual arrangement between the sponsor travel agency and the local travel agency, and it is the basis for the tour guide to know the fundamental condition of the tour group and to arrange the itinerary.As the local guide, before the arrival of the tourist group，what he/she should know is as the following:The general condition of the tour group, including the name of the travel agency, the contact number, the nationality, the language used, the name of the tour group, the group code, and so on.The background of the tourist group members including the number of tourists, name of the tourists, job, gender, and religious belief.Traveling route and transport condition.The traffic ticket situation.The special requirements and taboos of the tour group.Whether the certificates needed to be prepared beforehand.Question65.If some of the tourists want to have dinners themselves instead of enjoying dinners with others together, as a local guide what should you do?Firstly, the guide should try to persuade those who want to have dinner by themselves to join the group to have dinner together.Secondly, if the tourists refuse to have dinner with the group he may order alternative dishes for them.Thirdly, if the tourists still refuse to have dinner together. The tour guide may agree they could have their meal in other restaurants nearby. But the tourists should bear the food expense themselves.Question 66. You are a guide from Anhui Overseas Travel Service meeting the Browns at the airport. You pick them up and take them to the Hefei Shangri-la Hotel. Afterwards, you leave with the driver and hurry back to take care of your mother in the hospital. Are your actions appropriate as a tour guide? What are the correct actions you should take?The tour guide’s action is not appropriate, because a local guide should not leave tourists in the hotel without fulfilling the basic requirements. And the guide’s right。