目　录

前言

Part Ⅰ　The Local Guide地陪服务流程与规范

Unit 1　Basic Requirements for Tour Guides导游服务基本规范

001.What are the basic guidelines for a professional tour guide?（导游服务的基本原则是什么？）

002.What are the proper manners for a tour guide?（导游服务时应遵循什么样的行为规范？）

003.What is considered the proper dress for a tour guide?（导游应如何着装？）

004.How can a tour guide make a good first impression on tourists?（导游如何给游客留下良好的第一印象？）

005.What kind of professional qualities should a tour guide have?（导游的业务能力主要包括哪些方面？）

006.What are the requirements of good language competence of a tour guide?（何谓良好的导游语言表达能力？）

007.What are the eight working procedures of the tour guide?（地陪服务的八大工作程序包括哪些？）

Unit 2　Preparation and Meeting a Group准备与接站

008.As a tour guide, what kind of preparation will you make before meeting a group?（接团前，地陪应该做好哪些准备工作？）

009.What items should a tour guide prepare before meeting a group?（导游在接团前需要做什么物质准备？）

010.What kind of psychological preparation should a tour guide go through before starting a tour?（接团前，导游应有怎样的心理准备？）

011.What kind of knowledge preparation should a tour guide make?（导游在接团前需要做什么知识准备？）

012.What should the tour guide be familiar with when he is making itinerary preparation?（导游在熟悉接待计划时要注意哪几个方面？）

013.As a tour guide, what are you supposed to do before meeting a group at the airport?（去机场接机前，导游应该做哪些准备？）

014.As a tour guide, what are you supposed to do at the arrival gate of the airport?（在机场到达区域接机时，导游应该注意哪些方面？）

015.How can you avoid picking up a wrong group?（如何避免接错团？）

016.How can you avoid missing a group at the airport or the railway station?（漏接事故应如何预防？）

017.How will you handle the luggage at the port of entry?（导游应如何处理入境团队的行李？）

018.What kind of service should be provided when tourists are on boarding?（导游在带领游客上车时，应提供怎样的服务？）

019.What is the counting technique on the coach?（在旅游车上如何清点游客人数？）

Unit 3　On the Way to Hotel and Helping Check-in沿途及酒店入住

020.What are you supposed to tell your group on the way from the airport to the hotel?（在从机场去酒店的途中，导游应向游客提供哪些信息？）

021.What should be included in a welcome speech?（欢迎词应包括哪些部分？）

022.Make a brief welcome speech.（致个简短的欢迎词。）

023.What help can you offer when the group is doing the check-in in the hotel?（导游应该如何协助旅游团办理入住手续？）

Unit 4　In the Restaurant餐饮服务

024.What are you supposed to do before the meal?（餐前应做哪些核对工作?）

025.What kind of service can you offer during the meal?（游客用餐时，导游应提供什么服务？）

026.What kind of service can you offer after the meal?（游客用餐结束后，导游应提供什么服务？）

027.What will you do when a tourist has special dietary requirements for religious or health reasons?（如游客因健康、宗教原因而提出特殊用餐要求，应如何处理？）

028.What are you going to do when you find some tourists are allergic to certain food such as seafood or MSG? （如发现游客对某些食物过敏，如海鲜、味精，应如何处理？）

029.What are you going to do when tourists want to buy and eat some local snacks sold by peddlers at scenic spots?（当游客想品尝景点里小贩出售的小吃时，应如何处理？）

030.If a food poisoning takes place, what should a tour guide do?（如发生食物中毒，导游应如何处理？）

031.What will you do if one of the tourists insists on dining alone due to various reasons such as conflicts with other tourists?（由于旅游团的内部矛盾或其他原因导致个别游客提出要单独用餐，导游应如何处理？）

032.What will you do if a tourist suggests sampling some special dishes at short notice before meal time?（地陪应如何处理在即将用餐时，游客提出的品尝特色菜肴的要求？）

Unit 5　Sightseeing游　览

033.How will you organize visiting activities properly for a day?（导游应如何安排一天的行程？）

034.What kinds of service will you offer when tourists are getting on the bus?（游客登车时导游可以提供怎样的服务？）

035.What should be said before tourists get off the coach for a tour?（游客下车游览前，地陪应关照哪些事宜？）

036.What will you tell people before starting a tour in the tourist spot?（景点游览前，地陪应关照哪些事宜？）

037.What will you do when you find a tourist missing after free-time activity?（自由活动结束后，如发现一位游客未按时归队，导游应如何处理？）

038.What type of sanitary facilities are preferred by tourists in a tourist spot?（游客在景点对卫生设施有什么要求?）

039.Are there better ways that guides can share with tourists to take good care of their passports, money and valuables?（如何使游客能更好地保管好自己的护照、现金及其他贵重物品？）

040.What will you do if tourists want to visit the city by themselves in free time?（游客自由活动时，地陪应做好哪些协助工作？）

041.What are the special circumstances in which the tour guide should discourage free activities of tourists?（导游应劝阻游客自由活动的特殊情况有哪些？）

042.What are you supposed to do on the way back to hotel when the group has fi nished all programs of the day?（在结束一天的行程回酒店的途中，导游应提供哪些服务？）

Unit 6　Transportation交　通

043.How will you deal with a serious traffic accident?（如何处理严重交通事故？）

044.What will you do to guarantee the safety of the group when the group is traveling by coach?（乘汽车旅行途中，为保障游客和自身安全，导游应该做些什么？）

045.What help can you offer to those who are likely to suffer from carsickness?（对易晕车的游客，可以提供何种服务？）

046.What will you do if someone vomits on the coach?（如游客在车上呕吐，导游将如何处理？）

047.Traffic jam is a common phenomenon in big cities. What will you do to win cooperation of tourists when your group is stuck in a traffic jam?（大城市堵车是常见的现象。如何让游客在遇到堵车时心平气和，并接受由此可能带来的游览时间的变化?）

048.What will you do to drop a mild hint to tourists who keep talking loudly when you are giving presentation on the coach?（在车上讲解时，有游客大声喧哗影响讲解效果，你会如何处理？）

Unit 7　Shopping and Entertainment购物与娱乐

049.What is considered a good shopping tour?（愉快的购物活动应具备什么特点？）

050.What advice will you give to tourists before a shopping expedition?（购物前，导游可以向游客提供哪些建议？）

051.What should you do on a shopping tour?（游客购物时，导游应注意哪些问题？）

052.What should you do when some tourists want to buy traditional Chinese medicine?（如游客想要买中药，导游如何处理比较妥当？）

053.What should you do when some tourists want to buy antiques?（如游客想要买古董，导游如何处理比较妥当？）

054.What kind of services will you provide for entertainment program?（导游应如何做好文娱活动的服务工作？）

055.If the group ask to change the theatrical performance in the itinerary to another show, how will you deal with it?（若合同中，旅行社已安排观赏文艺演出，游客却要求替换观看另一演出，导游应如何处理？）

056.What will you do when some tourists think a silk carpet is expensive and ask for your advice?（游客想购买地毯却认为价格较高，就此事向导游咨询，导游该如何处理？）

057.How should a tour guide deal with the case that a tourist fi nds the necklace bought in the designated shop is of inferior quality?（游客发现在定点商店购买的项链有质量问题，要求退货，导游应如何处理？）

Unit 8　Hotel Check-out and Departure离店与送站

058.What preparation should be made to ensure that the group leaves for the next stop smoothly?（为了保证旅游团顺利离开本地，导游必须采取的预防措施有哪些？）

059.When a group is about to leave the hotel to the next city, what service should be provided by the tour guide?（旅游团即将离开酒店赴下一城市时，导游应做哪些工作？）

060.What services can a tour guide offer in order to deliver luggage smoothly when the group is leaving the hotel to the next city?（旅游团即将离开酒店赴下一城市时，导游应做哪些工作以确保行李顺利安排？）

061.What do check-out procedures include?（导游办理离店手续主要包括哪些内容？）

062.What service can a tour guide offer to prevent the loss of luggage?（ 如何防止行李丢失？）

063.What will you do when you find a tourist missing in the hotel before departure?（在酒店出发前发现少了一名游客，导游应如何处理？）

064.When should you arrive at the airport with a departing group? When should a group arrive at the railway station to await a departure?（旅行团应在飞机起飞前多少时间到达机场？应在火车出发前多少时间到达火车站？）

065.What are you supposed to do when you are seeing a group off at the airport?（在机场送团时，导游应做哪些工作？）

066.What should be included in a farewell speech?（欢送词应包括哪些部分？）

067.Make a brief farewell speech.（致一个简短的欢送词。）

068.What do you need to do after the group leaves?（旅游团离开后，导游还需做哪些工作？）

Part Ⅱ　The Tour Leader and the National Guide领队和全陪服务流程与规范

Unit 9　The Tour Leader领队服务流程与规范

069.What is the tour leader?（何谓领队？领队的工作职责是什么？）

070.Basically there are five stages of outbound tour service. What are these stages?（出境领队服务主要有五个阶段，分别包括哪些？）

071.What kind of preparations should the tour leader make before leaving for the destination country?（领队在带团出境前需要做的准备工作主要有哪些？）

072.What kinds of information and documents should the tour leader get from the office?（听取旅行社计调人员介绍团队情况和接受相关资料环节，具体包括哪些内容？）

073.What detailed information concerning tourism reception plan should the tour leader be familiar with?（领队应熟悉的旅游接待计划包括哪些内容？）

074.What details should the tour leader verify?（查验核实工作通常包括哪些内容？）

075.What kind of items and knowledge should the tour leader prepare?（物质与知识准备包括哪些内容？）

076.What should the tour leader do in the pre departure briefi ng?（在出境前说明会上，领队应做哪些工作？）

077.Basically there are three stages before entering into the destination country or region. What are these stages?（在中国出境与他国入境阶段，领队服务主要有三个阶段，分别包括哪些？）

078.What kind of service should the tour leader provide when the group is departing from China?（领队在中国出境阶段的工作流程主要包括哪些内容？）

079.What kind of service can a tour leader provide for tourists when they are on the aircraft?（在飞行过程中，领队为游客提供的服务主要有哪些？）

080.What are the main procedures the group will go through when entering into the destination country or region?（他国入境阶段，领队的工作流程包括哪些？）

081.What immigration formalities should the group go through?（办理入境手续主要包括哪些内容？）

082.What procedures are included in customs inspection phase?（海关入境手续主要包括哪些流程？）

083.What kind of services should the tour leader provide when the group is in the destination country or region?（旅行团在目的地国家或地区旅游时，领队应提供哪些服务？）

084.What are the principles the tour leader should follow when conducting a shopping tour?（在境外旅游的购物服务环节中，领队应遵循哪些原则？）

085.What should the tour leader do to ensure safety of the tour group?（在境外旅游时，领队如何做好旅游团的安全保障工作？）

086.Basically there are three stages during departing from destination country (or region) and returning to China. What are these stages?（在他国出境与中国入境阶段，领队服务主要分三个阶段，分别包括哪些？）

087.What service should the tour leader provide at the airport when departing from the destination country or region?（领队在机场协助办理他国出境的手续包括哪些？）

088.What service should the tour leader provide when arriving at the airport and before going through immigration formalities?（在到达机场、办理移民局离境手续前，领队应提供什么服务？）

089.What are the departure formalities that the group will go through?（办理移民局离境手续包括哪些内容？）

090.What kind of service should the tour guide provide when going through customs formalities?（在办理海关手续时，领队应提供怎样的服务？）

091.What service can the tour leader offer when tourists claim tax refund at the airport?（游客在机场办理退税时，领队可提供怎样的服务？）

092.What kind of service can the tour leader provide when leading tourists to the boarding gate?（引领游客登机阶段，领队应做好哪些工作？）

093.What service should the tour leader provide when the group arrives at the Chinese airport?（归国入境阶段，领队应提供哪些服务？）

094.What should the tour leader do after the group fi nishes the tour?（团队结束行程后，领队需完成哪些后续工作？）

Unit 10　The National Guide全陪服务流程与规范

095.What is the national guide? What are the two categories of national guides? With whom do they cooperate when providing service?（何谓全陪？全陪分为哪两种？他们的合作对象分别是谁？）

096.Basically there are six stages in terms of working procedures of the national guide. What are these stages?（全陪服务主要有六个阶段，分别包括哪些？）

097.What kind of preparations should the national guide make before picking up the group?（全陪在接团前需要做的准备工作主要有哪些？）

098.What should the national guide do when meeting the group at the fi rst stop?（在首站接团阶段，全陪应做好哪些工作？）

099.What should the national guide do when the group is moving from a city to another?（旅游团在目的地城市转移途中，全陪应提供什么服务？）

100.On what occasions does the national guide need to give tour presentation?（全陪在哪几种场合需要承担讲解任务？）

101.What service should the national guide provide when the national guide is to see the group off at the last stop?（末站送团阶段，全陪应做好哪些工作？）

102.What service should a national guide provide when seeing the group off at the airport?（在机场送别、协助旅游团离境/离开过程中，全陪应提供怎样的服务？）

103.What issues are included in the follow-up stage?（全陪在后续阶段应完成哪些工作？）

Part Ⅲ　Special Care for Special Groups特殊旅游群体服务

Unit 11　FIT散客服务

104.What are the reasons for the rapid development of FIT tourism?（散客旅游迅速发展的原因有哪些？）

105.What are the characteristics of FIT?（散客有哪些特点？）

106.What are the difference between package tour and FIT tour?（散客旅游与团队旅游的区别是什么？）

107. What are the characteristics of FIT service?（散客导游服务的特点有哪些？）

108.How to do a good job in picking up FIT?（如何做好散客的接站工作？）

109.What can be the possibilities if you fail to see the tourists show up at the arrival gate after waiting for a long time and how to deal with the problem?（一般没有按时接到游客会出现哪几种可能？如何应对？）

110.What kind of service can you offer for FIT tourists when they are checking in at the hotel?（在散客入住酒店服务环节，导游可提供哪些服务？）

111.What are you supposed to do before you say good-bye to tourists and leave the hotel?（在酒店离开散客前，导游还应做哪些事情？）

112.What kind of service can you offer for VlP FlT tourists during sightseeing?（重点散客游览服务要点有哪些？）

113.When an FIT asks you to take him to an erotic place, what will you do?（当游客提出要求去色情场所时，导游应如何应对？）

114.What will you do if you fail to fi nd the FlT who is due to check out and leave for the airport?（导游到达散客下榻的酒店后，没找到要送站的散客，该怎么办？）

Unit 12　Special Groups特殊群体服务

115.What kind of service will you provide for elderly tourists?（如何做好老年游客的服务工作？）

116.What kind of service will you provide for a religious group?（如何接待宗教团队？）

117.What kind of service will you provide for those who come for conventions?（如何为会展游客提供服务？）

118.What special attention should a tour guide pay to children tourists?（带团过程中，如何做好儿童游客的服务工作？）

119.What are the characteristics of the professional delegation? How will you conduct the tour?（考察旅游团具有哪些特征？导游在提供服务时需要注意哪些问题？）

120.What kind of service should a guide provide for the adventure tour group?（导游应如何为探险旅游团提供服务？）

121.What are the general psychological characteristics of disabled tourists? And what kind of service will you provide for them?（残障游客普遍的心理特征有哪些？对此导游应提供怎样的服务？）

122.What are the characteristics of business group? What kind of service will you provide for a business group?（商务游客的特点是什么？对商务游客应提供怎样的服务？）

Part Ⅳ　Dealing with Individual Requests and Problems导游应变能力

Unit 13　Dealing with Individual Requests游客个别要求处理

123.How should a tour guide deal with individual requests?（导游应如何处理游客的个别诉求？）

124.What will you do when a tourist wants to end his tour ahead of schedule?（如游客提出提前结束行程，导游应如何处理？）

125.What will you do if a tourist wants to change his/her room for a better view?（游客要求换景观房，导游应如何处理？）

126.How will you handle the incident that rooms provided by the travel agency are below the standard specifi ed in the contract?（如因旅行社提供的客房低于合同规定标准，游客提出要求调换房间，导游应如何处理？）

127.What should the tour guide do when some tourists insist on moving to rooms which are above the standard stipulated in the contract?（当旅游团中有游客要求住高于合同规定标准的房间，导游应如何处理？）

128.What should the tour guide do if tourists propose to change the attraction specifi ed in the contract to another?（旅游团中有游客提出更改某一景点，导游应如何处理？）

129.What will you do if one tourist wants to skip part of the program?（如有游客想放弃部分景点，导游该如何处理？）

130.What will you do if most of the tour members want to skip one tourist attraction in the itinerary, but there are still tourists who want to keep the original program?（如大多数游客希望取消行程安排中的某一景点，但仍有少数游客要求按照原行程活动，导游应如何处理？）

131.How will the tour guide handle the request of changing transportation means?（游客要求更换交通工具时，导游应如何处理？）

132.What should a tour guide do if a tourist in an overseas group wants to invite a friend in Shanghai to join the group to Beijing?（境外旅游团有位游客想邀请在上海的朋友一起随团到北京旅游，导游应怎样处理？）

133.How should the tour guide do if a tourist asks him/her to help pass a parcel on to a friend?（游客委托导游协助转递物品，导游应如何处理？）

134.If a tourist wants to buy something, but unfortunately it is currently out of stock. He/She asks you to assist in the purchase and arrange for the shipment when it is available. What is the best way to deal with this situation?（如游客所需商品暂时缺货，游客请求导游代为购买并邮寄商品，如何处理比较妥当？）

Unit 14　Dealing with Problems应急问题处理

135.What are the principles of dealing with unexpected problems?（发生旅游事故时，导游员的处理原则是什么？）

136.What are the common reasons which may lead to the change of itinerary?（常见的旅游计划变更的原因有哪些情况？）

137.What will you do if you fi nd that the tourists’ itinerary is different from yours?（如导游手中日程与游客的日程不符时，应该怎么办？）

138.If you arrive late to meet the tourists, what will you do to make up for the mistake?（如果导游因个人原因未能及时抵达机场迎接游客，应如何弥补过失？）

139.A tour guide found he picked up a wrong group when he was helping the tour leader check in at the hotel. What should the tour guide do?（导游在带领团队办理酒店入住手续时才发现接错了团。遇到这种情况该怎么办？）

140.How will you handle the loss of luggage at the port of entry?（如何处理在入境口岸行李丢失？）

141.How will you handle the loss of personal belongings?（如何处理游客个人物品丢失？）

142.If a tourist can’t locate his/her passport, what kind of help can you offer?（游客遗失护照，导游可以提供哪些帮助？）

143.How will you deal with the problem that a tourist fails to get his luggage?（如游客进房一段时间后没有拿到行李，导游将如何处理？）

144.What will you do if one of the tourists refuses to share a standard room with another tourist due to conflicts or different living habits?（如果住同一标间的两位游客因闹矛盾或生活习惯不同而要求住单间，导游应该如何处理？）

145.How will you deal with someone who is seriously ill?（如何处理游客生病的问题？）

146.What measures can be taken to prevent tourists from getting sick?（导游带团时应如何预防游客患病？）

147.What are you supposed to do when a tourist suddenly has sunstroke?（如何处理游客中暑？）

148.How to prevent sunstroke?（如何避免或防止游客中暑?）

149.How will you deal with the incident that a tourist suffers from sudden angina pectoris?（一游客在游览途中突发心绞痛，该怎样处理？）

150.What should the tour guide do if a tourist hurts his ankle(bleeding and swelling)?（一位游客在参观途中不慎摔了一跤，脚踝处出血肿痛，导游该怎样紧急处理？）

151.How will you deal with the incident that tourists have altitude reaction?（遇到游客有高原反应时，导游该怎么处理？）

152.Are there any tips which are helpful for overcoming altitude reaction?（如何帮助游客预防高原反应？）

153.In case of fire, how can a tour guide react properly?（如遇到火灾，导游应如何应对？）

154.What will you do if the group has to end the tour ahead of schedule due to certain reasons?（如何处理旅行团因故提前结束行程？）

155.What measures can be taken in order to persuade tourists to accept the new itinerary when the original one is changed due to force majeure?（旅游团因不可抗力因素发生行程变更，导游员应怎样做好游客的说服工作？）

156.What should a tour guide do when the group misses the plane?（如旅游团误机，导游员应怎样处理？）

157.What can you do if the group misses the train?（如旅行团误了火车，导游应如何处理？）

158.What should a tour leader/national guide do when the group has arrived, but the local guide fails to show up?（团队抵达时无人接站，领队/全陪应如何处理？）

159.What should the tour leader/national guide do when the personal security or property of the tourist is damaged?（当游客人身或财产受到损害时，领队/全陪应如何处理？）

160.How to deal with sudden natural disasters such as typhoons, snowstorms or earthquakes?（领队/全陪该如何处理突发的自然灾难，如台风、暴风雪或地震？）

161.What should the tour leader/national guide do if tourists lose their luggage at the hotel?（游客在酒店丢失行李，领队/全陪如何处理？）

162.What should a tour leader/national guide do when the fl ight is delayed?（遇到航班延误，领队/全陪应如何处理？）

163.What should the tour leader do if a tourist does not return to China with the group?（游客在境外滞留不归，领队如何处理？）

Part Ⅴ　The Art of Managing a Tour导游带团艺术

Unit 15　A Harmonious Service Team和谐的服务团队

164.What are the differences between a tour leader, a national guide and a local tour guide?（领队、全陪、地陪有何区别？）

165.What are the principles of establishing a good relationship between the local guide and the tour leader/national guide?（领队/全陪与地陪合作的要领有哪些？)

166.Under what circumstances, does a local tour guide need to consult with the tour leader/national guide?（地陪在哪些工作环节尤其需要与领队/全陪商榷沟通？）

167.What are the common situations when the service team is consulting itinerary? What are the principles of dealing with such situations?（导游服务团队商谈日程时，常见的问题有哪些？如何处理这些问题？）

168.What should the tour leader the national guide do to cooperate with the local guide in providing a pleasant trip in each stop?（旅游团抵达某一城市后，领队/全陪需要在哪些方面配合地陪，做好服务工作？）

169.How do tour guides cooperate with drivers to provide services?（导游如何与司机合作提供服务？）

Unit 16　The Art of Managing a Tour导游带团艺术

170.List some possible reasons that tourists might complain.（列举一些可能会引发游客投诉的原因。）

171.How do you deal with complaints?（如何应对游客投诉？）

172.What will you do when someone blames everything unpleasant on you?（当游客将所有不满归因于导游，导游应如何对待？）

173.How will you establish a good relationship with the central fi gure of the group?（导游带团中该如何处理好与旅行团的“中心人物”的关系？）

174.How can a tour guide recognize the central fi gure in the group quickly?（导游如何快速辨别出旅行团的“中心人物”？）

175.What precautions should be taken by the tour guide to prevent tourists from getting lost? （导游带团要预防游客走失，应采取哪些预防措施？）

176.How can you tell tourists the importance of punctuality in a smart way?（你会用何种方式告知游客守时的重要性？）

177.What will you do if the questions raised by tourists are beyond you?（如果无法回答游客提出的问题怎么办？）

178.What will you do if tourists insist on discussing some sensitive topics?（如果游客抓住敏感问题紧追不放怎么办？）