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1

英语导游服务能力问与答

1.1

前言
1.2

目录
1.3

Part Ⅰ　The Local Guide地陪服务流程与规范
1.3.1

Unit 1　Basic Requirements for Tour Guides导游服务基本规范
1.3.1.1

001.What are the basic guidelines for a profession...
1.3.1.2

002.What are the proper manners for a tour guide?（...
1.3.1.3

003.What is considered the proper dress for a tour...
1.3.1.4

004.How can a tour guide make a good first impress...
1.3.1.5

005.What kind of professional qualities should a t...
1.3.1.6

006.What are the requirements of good language com...
1.3.1.7

007.What are the eight working procedures of the t...
1.3.2

Unit 2　Preparation and Meeting a Group准备与接站
1.3.2.1

008.As a tour guide, what kind of preparation will...
1.3.2.2

009.What items should a tour guide prepare before ...
1.3.2.3

010.What kind of psychological preparation should ...
1.3.2.4

011.What kind of knowledge preparation should a to...
1.3.2.5

012.What should the tour guide be familiar with wh...
1.3.2.6

013.As a tour guide, what are you supposed to do b...
1.3.2.7

014.As a tour guide, what are you supposed to do a...
1.3.2.8

015.How can you avoid picking up a wrong group?（如何...
1.3.2.9

016.How can you avoid missing a group at the airpo...
1.3.2.10

017.How will you handle the luggage at the port of...
1.3.2.11

018.What kind of service should be provided when t...
1.3.2.12

019.What is the counting technique on the coach?（在...
1.3.3

Unit 3　On the Way to Hotel and Helping Check-in沿途及...
1.3.3.1

020.What are you supposed to tell your group on th...
1.3.3.2

021.What should be included in a welcome speech?（欢...
1.3.3.3

022.Make a brief welcome speech.（致个简短的欢迎词。）
1.3.3.4

023.What help can you offer when the group is doin...
1.3.4

Unit 4　In the Restaurant餐饮服务
1.3.4.1

024.What are you supposed to do before the meal?（餐...
1.3.4.2

025.What kind of service can you offer during the ...
1.3.4.3

026.What kind of service can you offer after the m...
1.3.4.4

027.What will you do when a tourist has special di...
1.3.4.5

028.What are you going to do when you find some to...
1.3.4.6

029.What are you going to do when tourists want to...
1.3.4.7

030.If a food poisoning takes place, what should a...
1.3.4.8

031.What will you do if one of the tourists insist...
1.3.4.9

032.What will you do if a tourist suggests samplin...
1.3.5

Unit 5　Sightseeing游　览
1.3.5.1

033.How will you organize visiting activities prop...
1.3.5.2

034.What kinds of service will you offer when tour...
1.3.5.3

035.What should be said before tourists get off th...
1.3.5.4

036.What will you tell people before starting a to...
1.3.5.5

037.What will you do when you find a tourist missi...
1.3.5.6

038.What type of sanitary facilities are preferred...
1.3.5.7

039.Are there better ways that guides can share wi...
1.3.5.8

040.What will you do if tourists want to visit the...
1.3.5.9

041.What are the special circumstances in which th...
1.3.5.10

042.What are you supposed to do on the way back to...
1.3.6

Unit 6　Transportation交　通
1.3.6.1

043.How will you deal with a serious traffic accid...
1.3.6.2

044.What will you do to guarantee the safety of th...
1.3.6.3

045.What help can you offer to those who are likel...
1.3.6.4

046.What will you do if someone vomits on the coac...
1.3.6.5

047.Traffic jam is a common phenomenon in big citi...
1.3.6.6

048.What will you do to drop a mild hint to touris...
1.3.7

Unit 7　Shopping and Entertainment购物与娱乐
1.3.7.1

049.What is considered a good shopping tour?（愉快的购物...
1.3.7.2

050.What advice will you give to tourists before a...
1.3.7.3

051.What should you do on a shopping tour?（游客购物时，导...
1.3.7.4

052.What should you do when some tourists want to ...
1.3.7.5

053.What should you do when some tourists want to ...
1.3.7.6

054.What kind of services will you provide for ent...
1.3.7.7

055.If the group ask to change the theatrical perf...
1.3.7.8

056.What will you do when some tourists think a si...
1.3.7.9

057.How should a tour guide deal with the case tha...
1.3.8

Unit 8　Hotel Check-out and Departure离店与送站
1.3.8.1

058.What preparation should be made to ensure that...
1.3.8.2

059.When a group is about to leave the hotel to th...
1.3.8.3

060.What services can a tour guide offer in order ...
1.3.8.4

061.What do check-out procedures include?（导游办理离店手续...
1.3.8.5

062.What service can a tour guide offer to prevent...
1.3.8.6

063.What will you do when you find a tourist missi...
1.3.8.7

064.When should you arrive at the airport with a d...
1.3.8.8

065.What are you supposed to do when you are seein...
1.3.8.9

066.What should be included in a farewell speech?（...
1.3.8.10

067.Make a brief farewell speech.（致一个简短的欢送词。）
1.3.8.11

068.What do you need to do after the group leaves?...
1.4

Part Ⅱ　The Tour Leader and the National Guide领队和全陪...
1.4.1

Unit 9　The Tour Leader领队服务流程与规范
1.4.1.1

069.What is the tour leader?（何谓领队？领队的工作职责是什么？）
1.4.1.2

070.Basically there are five stages of outbound to...
1.4.1.3

071.What kind of preparations should the tour lead...
1.4.1.4

072.What kinds of information and documents should...
1.4.1.5

073.What detailed information concerning tourism r...
1.4.1.6

074.What details should the tour leader verify?（查验...
1.4.1.7

075.What kind of items and knowledge should the to...
1.4.1.8

076.What should the tour leader do in the pre depa...
1.4.1.9

077.Basically there are three stages before enteri...
1.4.1.10

078.What kind of service should the tour leader pr...
1.4.1.11

079.What kind of service can a tour leader provide...
1.4.1.12

080.What are the main procedures the group will go...
1.4.1.13

081.What immigration formalities should the group ...
1.4.1.14

082.What procedures are included in customs inspec...
1.4.1.15

083.What kind of services should the tour leader p...
1.4.1.16

084.What are the principles the tour leader should...
1.4.1.17

085.What should the tour leader do to ensure safet...
1.4.1.18

086.Basically there are three stages during depart...
1.4.1.19

087.What service should the tour leader provide at...
1.4.1.20

088.What service should the tour leader provide wh...
1.4.1.21

089.What are the departure formalities that the gr...
1.4.1.22

090.What kind of service should the tour guide pro...
1.4.1.23

091.What service can the tour leader offer when to...
1.4.1.24

092.What kind of service can the tour leader provi...
1.4.1.25

093.What service should the tour leader provide wh...
1.4.1.26

094.What should the tour leader do after the group...
1.4.2

Unit 10　The National Guide全陪服务流程与规范
1.4.2.1

095.What is the national guide? What are the two c...
1.4.2.2

096.Basically there are six stages in terms of wor...
1.4.2.3

097.What kind of preparations should the national ...
1.4.2.4

098.What should the national guide do when meeting...
1.4.2.5

099.What should the national guide do when the gro...
1.4.2.6

100.On what occasions does the national guide need...
1.4.2.7

101.What service should the national guide provide...
1.4.2.8

102.What service should a national guide provide w...
1.4.2.9

103.What issues are included in the follow-up stag...
1.5

Part Ⅲ　Special Care for Special Groups特殊旅游群体服务
1.5.1

Unit 11　FIT散客服务
1.5.1.1

104.What are the reasons for the rapid development...
1.5.1.2

105.What are the characteristics of FIT?（散客有哪些特点？）
1.5.1.3

106.What are the difference between package tour a...
1.5.1.4

107. What are the characteristics of FIT service?（...
1.5.1.5

108.How to do a good job in picking up FIT?（如何做好散客...
1.5.1.6

109.What can be the possibilities if you fail to s...
1.5.1.7

110.What kind of service can you offer for FIT tou...
1.5.1.8

111.What are you supposed to do before you say goo...
1.5.1.9

112.What kind of service can you offer for VlP FlT...
1.5.1.10

113.When an FIT asks you to take him to an erotic ...
1.5.1.11

114.What will you do if you fail to fi nd the FlT ...
1.5.2

Unit 12　Special Groups特殊群体服务
1.5.2.1

115.What kind of service will you provide for elde...
1.5.2.2

116.What kind of service will you provide for a re...
1.5.2.3

117.What kind of service will you provide for thos...
1.5.2.4

118.What special attention should a tour guide pay...
1.5.2.5

119.What are the characteristics of the profession...
1.5.2.6

120.What kind of service should a guide provide fo...
1.5.2.7

121.What are the general psychological characteris...
1.5.2.8

122.What are the characteristics of business group...
1.6

Part Ⅳ　Dealing with Individual Requests and Proble...
1.6.1

Unit 13　Dealing with Individual Requests游客个别要求处理
1.6.1.1

123.How should a tour guide deal with individual r...
1.6.1.2

124.What will you do when a tourist wants to end h...
1.6.1.3

125.What will you do if a tourist wants to change ...
1.6.1.4

126.How will you handle the incident that rooms pr...
1.6.1.5

127.What should the tour guide do when some touris...
1.6.1.6

128.What should the tour guide do if tourists prop...
1.6.1.7

129.What will you do if one tourist wants to skip ...
1.6.1.8

130.What will you do if most of the tour members w...
1.6.1.9

131.How will the tour guide handle the request of ...
1.6.1.10

132.What should a tour guide do if a tourist in an...
1.6.1.11

133.How should the tour guide do if a tourist asks...
1.6.1.12

134.If a tourist wants to buy something, but unfor...
1.6.2

Unit 14　Dealing with Problems应急问题处理
1.6.2.1

135.What are the principles of dealing with unexpe...
1.6.2.2

136.What are the common reasons which may lead to ...
1.6.2.3

137.What will you do if you fi nd that the tourist...
1.6.2.4

138.If you arrive late to meet the tourists, what ...
1.6.2.5

139.A tour guide found he picked up a wrong group ...
1.6.2.6

140.How will you handle the loss of luggage at the...
1.6.2.7

141.How will you handle the loss of personal belon...
1.6.2.8

142.If a tourist can’t locate his/her passport, wh...
1.6.2.9

143.How will you deal with the problem that a tour...
1.6.2.10

144.What will you do if one of the tourists refuse...
1.6.2.11

145.How will you deal with someone who is seriousl...
1.6.2.12

146.What measures can be taken to prevent tourists...
1.6.2.13

147.What are you supposed to do when a tourist sud...
1.6.2.14

148.How to prevent sunstroke?（如何避免或防止游客中暑?）
1.6.2.15

149.How will you deal with the incident that a tou...
1.6.2.16

150.What should the tour guide do if a tourist hur...
1.6.2.17

151.How will you deal with the incident that touri...
1.6.2.18

152.Are there any tips which are helpful for overc...
1.6.2.19

153.In case of fire, how can a tour guide react pr...
1.6.2.20

154.What will you do if the group has to end the t...
1.6.2.21

155.What measures can be taken in order to persuad...
1.6.2.22

156.What should a tour guide do when the group mis...
1.6.2.23

157.What can you do if the group misses the train?...
1.6.2.24

158.What should a tour leader/national guide do wh...
1.6.2.25

159.What should the tour leader/national guide do ...
1.6.2.26

160.How to deal with sudden natural disasters such...
1.6.2.27

161.What should the tour leader/national guide do ...
1.6.2.28

162.What should a tour leader/national guide do wh...
1.6.2.29

163.What should the tour leader do if a tourist do...
1.7

Part Ⅴ　The Art of Managing a Tour导游带团艺术
1.7.1

Unit 15　A Harmonious Service Team和谐的服务团队
1.7.1.1

164.What are the differences between a tour leader...
1.7.1.2

165.What are the principles of establishing a good...
1.7.1.3

166.Under what circumstances, does a local tour gu...
1.7.1.4

167.What are the common situations when the servic...
1.7.1.5

168.What should the tour leader the national guide...
1.7.1.6

169.How do tour guides cooperate with drivers to p...
1.7.2

Unit 16　The Art of Managing a Tour导游带团艺术
1.7.2.1

170.List some possible reasons that tourists might...
1.7.2.2

171.How do you deal with complaints?（如何应对游客投诉？）
1.7.2.3

172.What will you do when someone blames everythin...
1.7.2.4

173.How will you establish a good relationship wit...
1.7.2.5

174.How can a tour guide recognize the central fi ...
1.7.2.6

175.What precautions should be taken by the tour g...
1.7.2.7

176.How can you tell tourists the importance of pu...
1.7.2.8

177.What will you do if the questions raised by to...
1.7.2.9

178.What will you do if tourists insist on discuss...

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

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

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