英语导游服务能力问与答
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1.1前言
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1.2目录
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1.3Part Ⅰ The Local Guide地陪服务流程与规范
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1.3.1Unit 1 Basic Requirements for Tour Guides导游服务基本规范
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1.3.1.1001.What are the basic guidelines for a profession...
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1.3.1.2002.What are the proper manners for a tour guide?（...
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1.3.1.3003.What is considered the proper dress for a tour...
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1.3.1.4004.How can a tour guide make a good first impress...
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1.3.1.5005.What kind of professional qualities should a t...
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1.3.1.6006.What are the requirements of good language com...
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1.3.1.7007.What are the eight working procedures of the t...
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1.3.2Unit 2 Preparation and Meeting a Group准备与接站
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1.3.2.1008.As a tour guide, what kind of preparation will...
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1.3.2.2009.What items should a tour guide prepare before ...
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1.3.2.3010.What kind of psychological preparation should ...
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1.3.2.4011.What kind of knowledge preparation should a to...
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1.3.2.5012.What should the tour guide be familiar with wh...
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1.3.2.6013.As a tour guide, what are you supposed to do b...
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1.3.2.7014.As a tour guide, what are you supposed to do a...
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1.3.2.8015.How can you avoid picking up a wrong group?（如何...
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1.3.2.9016.How can you avoid missing a group at the airpo...
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1.3.2.10017.How will you handle the luggage at the port of...
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1.3.2.11018.What kind of service should be provided when t...
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1.3.2.12019.What is the counting technique on the coach?（在...
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1.3.3Unit 3 On the Way to Hotel and Helping Check-in沿途及...
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1.3.3.1020.What are you supposed to tell your group on th...
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1.3.3.2021.What should be included in a welcome speech?（欢...
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1.3.3.3022.Make a brief welcome speech.（致个简短的欢迎词。）
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1.3.3.4023.What help can you offer when the group is doin...
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1.3.4Unit 4 In the Restaurant餐饮服务
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1.3.4.1024.What are you supposed to do before the meal?（餐...
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1.3.4.2025.What kind of service can you offer during the ...
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1.3.4.3026.What kind of service can you offer after the m...
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1.3.4.4027.What will you do when a tourist has special di...
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1.3.4.5028.What are you going to do when you find some to...
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1.3.4.6029.What are you going to do when tourists want to...
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1.3.4.7030.If a food poisoning takes place, what should a...
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1.3.4.8031.What will you do if one of the tourists insist...
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1.3.4.9032.What will you do if a tourist suggests samplin...
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1.3.5Unit 5 Sightseeing游 览
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1.3.5.1033.How will you organize visiting activities prop...
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1.3.5.2034.What kinds of service will you offer when tour...
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1.3.5.3035.What should be said before tourists get off th...
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1.3.5.4036.What will you tell people before starting a to...
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1.3.5.5037.What will you do when you find a tourist missi...
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1.3.5.6038.What type of sanitary facilities are preferred...
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1.3.5.7039.Are there better ways that guides can share wi...
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1.3.5.8040.What will you do if tourists want to visit the...
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1.3.5.9041.What are the special circumstances in which th...
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1.3.5.10042.What are you supposed to do on the way back to...
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1.3.6Unit 6 Transportation交 通
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1.3.6.1043.How will you deal with a serious traffic accid...
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1.3.6.2044.What will you do to guarantee the safety of th...
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1.3.6.3045.What help can you offer to those who are likel...
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1.3.6.4046.What will you do if someone vomits on the coac...
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1.3.6.5047.Traffic jam is a common phenomenon in big citi...
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1.3.6.6048.What will you do to drop a mild hint to touris...
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1.3.7Unit 7 Shopping and Entertainment购物与娱乐
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1.3.7.1049.What is considered a good shopping tour?（愉快的购物...
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1.3.7.2050.What advice will you give to tourists before a...
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1.3.7.3051.What should you do on a shopping tour?（游客购物时，导...
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1.3.7.4052.What should you do when some tourists want to ...
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1.3.7.5053.What should you do when some tourists want to ...
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1.3.7.6054.What kind of services will you provide for ent...
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1.3.7.7055.If the group ask to change the theatrical perf...
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1.3.7.8056.What will you do when some tourists think a si...
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1.3.7.9057.How should a tour guide deal with the case tha...
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1.3.8Unit 8 Hotel Check-out and Departure离店与送站
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1.3.8.1058.What preparation should be made to ensure that...
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1.3.8.2059.When a group is about to leave the hotel to th...
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1.3.8.3060.What services can a tour guide offer in order ...
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1.3.8.4061.What do check-out procedures include?（导游办理离店手续...
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1.3.8.5062.What service can a tour guide offer to prevent...
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1.3.8.6063.What will you do when you find a tourist missi...
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1.3.8.7064.When should you arrive at the airport with a d...
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1.3.8.8065.What are you supposed to do when you are seein...
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1.3.8.9066.What should be included in a farewell speech?（...
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1.3.8.10067.Make a brief farewell speech.（致一个简短的欢送词。）
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1.3.8.11068.What do you need to do after the group leaves?...
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1.4Part Ⅱ The Tour Leader and the National Guide领队和全陪...
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1.4.1Unit 9 The Tour Leader领队服务流程与规范
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1.4.1.1069.What is the tour leader?（何谓领队？领队的工作职责是什么？）
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1.4.1.2070.Basically there are five stages of outbound to...
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1.4.1.3071.What kind of preparations should the tour lead...
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1.4.1.4072.What kinds of information and documents should...
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1.4.1.5073.What detailed information concerning tourism r...
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1.4.1.6074.What details should the tour leader verify?（查验...
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1.4.1.7075.What kind of items and knowledge should the to...
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1.4.1.8076.What should the tour leader do in the pre depa...
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1.4.1.9077.Basically there are three stages before enteri...
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1.4.1.10078.What kind of service should the tour leader pr...
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1.4.1.11079.What kind of service can a tour leader provide...
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1.4.1.12080.What are the main procedures the group will go...
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1.4.1.13081.What immigration formalities should the group ...
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1.4.1.14082.What procedures are included in customs inspec...
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1.4.1.15083.What kind of services should the tour leader p...
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1.4.1.16084.What are the principles the tour leader should...
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1.4.1.17085.What should the tour leader do to ensure safet...
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1.4.1.18086.Basically there are three stages during depart...
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1.4.1.19087.What service should the tour leader provide at...
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1.4.1.20088.What service should the tour leader provide wh...
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1.4.1.21089.What are the departure formalities that the gr...
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1.4.1.22090.What kind of service should the tour guide pro...
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1.4.1.23091.What service can the tour leader offer when to...
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1.4.1.24092.What kind of service can the tour leader provi...
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1.4.1.25093.What service should the tour leader provide wh...
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1.4.1.26094.What should the tour leader do after the group...
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1.4.2Unit 10 The National Guide全陪服务流程与规范
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1.4.2.1095.What is the national guide? What are the two c...
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1.4.2.2096.Basically there are six stages in terms of wor...
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1.4.2.3097.What kind of preparations should the national ...
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1.4.2.4098.What should the national guide do when meeting...
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1.4.2.5099.What should the national guide do when the gro...
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1.4.2.6100.On what occasions does the national guide need...
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1.4.2.7101.What service should the national guide provide...
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1.4.2.8102.What service should a national guide provide w...
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1.4.2.9103.What issues are included in the follow-up stag...
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1.5Part Ⅲ Special Care for Special Groups特殊旅游群体服务
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1.5.1Unit 11 FIT散客服务
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1.5.1.1104.What are the reasons for the rapid development...
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1.5.1.2105.What are the characteristics of FIT?（散客有哪些特点？）
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1.5.1.3106.What are the difference between package tour a...
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1.5.1.4107. What are the characteristics of FIT service?（...
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1.5.1.5108.How to do a good job in picking up FIT?（如何做好散客...
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1.5.1.6109.What can be the possibilities if you fail to s...
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1.5.1.7110.What kind of service can you offer for FIT tou...
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1.5.1.8111.What are you supposed to do before you say goo...
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1.5.1.9112.What kind of service can you offer for VlP FlT...
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1.5.1.10113.When an FIT asks you to take him to an erotic ...
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1.5.1.11114.What will you do if you fail to fi nd the FlT ...
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1.5.2Unit 12 Special Groups特殊群体服务
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1.5.2.1115.What kind of service will you provide for elde...
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1.5.2.2116.What kind of service will you provide for a re...
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1.5.2.3117.What kind of service will you provide for thos...
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1.5.2.4118.What special attention should a tour guide pay...
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1.5.2.5119.What are the characteristics of the profession...
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1.5.2.6120.What kind of service should a guide provide fo...
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1.5.2.7121.What are the general psychological characteris...
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1.5.2.8122.What are the characteristics of business group...
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1.6Part Ⅳ Dealing with Individual Requests and Proble...
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1.6.1Unit 13 Dealing with Individual Requests游客个别要求处理
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1.6.1.1123.How should a tour guide deal with individual r...
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1.6.1.2124.What will you do when a tourist wants to end h...
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1.6.1.3125.What will you do if a tourist wants to change ...
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1.6.1.4126.How will you handle the incident that rooms pr...
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1.6.1.5127.What should the tour guide do when some touris...
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1.6.1.6128.What should the tour guide do if tourists prop...
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1.6.1.7129.What will you do if one tourist wants to skip ...
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1.6.1.8130.What will you do if most of the tour members w...
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1.6.1.9131.How will the tour guide handle the request of ...
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1.6.1.10132.What should a tour guide do if a tourist in an...
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1.6.1.11133.How should the tour guide do if a tourist asks...
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1.6.1.12134.If a tourist wants to buy something, but unfor...
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1.6.2Unit 14 Dealing with Problems应急问题处理
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1.6.2.1135.What are the principles of dealing with unexpe...
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1.6.2.2136.What are the common reasons which may lead to ...
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1.6.2.3137.What will you do if you fi nd that the tourist...
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1.6.2.4138.If you arrive late to meet the tourists, what ...
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1.6.2.5139.A tour guide found he picked up a wrong group ...
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1.6.2.6140.How will you handle the loss of luggage at the...
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1.6.2.7141.How will you handle the loss of personal belon...
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1.6.2.8142.If a tourist can’t locate his/her passport, wh...
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1.6.2.9143.How will you deal with the problem that a tour...
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1.6.2.10144.What will you do if one of the tourists refuse...
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1.6.2.11145.How will you deal with someone who is seriousl...
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1.6.2.12146.What measures can be taken to prevent tourists...
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1.6.2.13147.What are you supposed to do when a tourist sud...
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1.6.2.14148.How to prevent sunstroke?（如何避免或防止游客中暑?）
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1.6.2.15149.How will you deal with the incident that a tou...
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1.6.2.16150.What should the tour guide do if a tourist hur...
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1.6.2.17151.How will you deal with the incident that touri...
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1.6.2.18152.Are there any tips which are helpful for overc...
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1.6.2.19153.In case of fire, how can a tour guide react pr...
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1.6.2.20154.What will you do if the group has to end the t...
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1.6.2.21155.What measures can be taken in order to persuad...
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1.6.2.22156.What should a tour guide do when the group mis...
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1.6.2.23157.What can you do if the group misses the train?...
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1.6.2.24158.What should a tour leader/national guide do wh...
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1.6.2.25159.What should the tour leader/national guide do ...
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1.6.2.26160.How to deal with sudden natural disasters such...
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1.6.2.27161.What should the tour leader/national guide do ...
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1.6.2.28162.What should a tour leader/national guide do wh...
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1.6.2.29163.What should the tour leader do if a tourist do...
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1.7Part Ⅴ The Art of Managing a Tour导游带团艺术
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1.7.1Unit 15 A Harmonious Service Team和谐的服务团队
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1.7.1.1164.What are the differences between a tour leader...
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1.7.1.2165.What are the principles of establishing a good...
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1.7.1.3166.Under what circumstances, does a local tour gu...
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1.7.1.4167.What are the common situations when the servic...
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1.7.1.5168.What should the tour leader the national guide...
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1.7.1.6169.How do tour guides cooperate with drivers to p...
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1.7.2Unit 16 The Art of Managing a Tour导游带团艺术
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1.7.2.1170.List some possible reasons that tourists might...
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1.7.2.2171.How do you deal with complaints?（如何应对游客投诉？）
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1.7.2.3172.What will you do when someone blames everythin...
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1.7.2.4173.How will you establish a good relationship wit...
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1.7.2.5174.How can a tour guide recognize the central fi ...
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1.7.2.6175.What precautions should be taken by the tour g...
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1.7.2.7176.How can you tell tourists the importance of pu...
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1.7.2.8177.What will you do if the questions raised by to...
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1.7.2.9178.What will you do if tourists insist on discuss...