2019 年全国导游资格考试口试 200 问
英语翻译版
一、导游规范知识问答及参考答案
1、按业务范围区分，导游人员可分为哪几类？
分为四类，分别是：
(1)出境旅游领队人员； (2)全程陪同导游员： (3)地方陪同导游员； (4)旅游景区讲解员
How many categories of tour guides are there according to the business domain?
The tour guides can be divided into four categories. They are:
(1). Outbound(['a?tba?nd]出国的) Tour Leader
(2). National guide
(3). local guide
(4). Scenic( [?sin?k] adj. 风景名胜的) guide
2. 熟悉团队是导游人员带团的第一步，它主要包括哪几方面的内容?
主要包括三方面内容： (1)熟悉团员情况； (2)熟悉团队特点； (3)熟悉接待计划和行程特点。
For tour guides, to be familiar（ [f?'m?lj?]熟悉的） with the team is the first step of tour guiding. What are the main contents?
The main contents include:
(1). To be familiar with the team members
(2). To be familiar with the characteristics of the team
(3). To be familiar with the reception program and trip characteristics
3．在旅游团抵达的前一天，导游人员应主要落实哪些接待事宜？
(1)与协作旅行社计调人员联系； (2)联系旅游车辆，确定接站时间；
(3)核实团队住房及用餐预订情况； (4)掌握各种联系电话。
What kind of reception matters should tour guides mainly carry out on the previous(['priv??s]) day of the tour group’s arrival?
(1). contact with the tour operator of the cooperation travel agency
(2). contact with touring vehicle([?vi?k?l]) and make sure the pick-up time.
(3). Verify the tour housing（['ha?z??]） and meal booking(预定，预约)
(4). Get hold of the contact numbers in need.
4．导游人员接站服务程序主要分为哪几步个骤？
(1)提前半小时到达接站地点； (2)手持接站牌迎候客人；
(3)核实团队； (4)集合登车； (5)清点行李和人数。
What is the procedure of tour guide pick-up service?
(1). Get to the pick-up station half an hour earlier.
(2). Greet([ɡrit] 欢迎，迎接) the guests with pick-up signs.
(3). Verify the team members
(4). Assemble([?'s?mbl] 集合，聚集) the team members and get boarded.
(5). Check the baggage and the number of team member.
5导游人员在团队用餐时应及时巡视团队就餐情况，巡视的主要内容有哪些？
(1)监督餐厅提供的餐食是否符合约定标准；(2)回答客人关于餐食方面的疑问；
(3)了解客人对菜肴是否满意，以便以后有针对性地进行调整。
Tour guides should make and inspection of the dining situation during the dinning time. What is the inspection mainly about?
(1). Check if the meals accord with the provided arranged standard
(2). Answers guests’ questions about the meals.
(3). Get to know the evaluation ([?,v?lj?'e??n] n. 评价) of the guests to the
meals in order to make relevant adjustments.
6．如果游客在自由活动中买到假冒伪劣商品，导游人员应该如何处理？
(1)应积极主动协助游客退货并索赔，努力维护游客的合法权益；
(2)事后，将经过向旅行社做汇报；
(3)后续行程中多向游客宣讲自由活动时购物的注意事项，多做提醒工作。
What should the tour guides do if tourists buy counterfeit( ['ka?nt?'f?t] adj. 假冒的，伪造的) goods in individual activities?
(1). In order to safeguard the tourists’ rights and interests, tour guides should help them return the goods and claim for compensation（[,kɑmp?n'se??n]赔偿）;
(2). Afterwards, report to the travel agency
(3). Remind（提醒） the tourists of the do's and don'ts in their following individual activities.
7．欢送词的主要内容包括哪几点？
(1)回顾行程；
(2)表达惜别之情；
(3)感谢游客的配合，征求游客的意见和建议；
(4)就行程中服务不到位的地方向客人致歉，请予包涵和理解；
(5)表达祝愿，期盼重逢。
What is the main content of a farewell speech?
(1). Review of the touring.
(2). Express the unwillingness(不愿意不情愿) of farewell([,f?r'w?l]告别).
(3). Thank the tourist for their coordination and ask for their comments and suggestions.
(4). Apologize to tourists for their discontent（[,d?sk?n't?nt] n. 不满）and ask for their pardon.
(5). Express wishes and pray to meet again.
8．旅游车行驶途中，地陪应进行途中导游服务，主要包含哪些环节？
(1)讲解当日活动安排； (2)沿途风情、风光导游；
(3)互动，活跃气氛； (4)到达景区前介绍景区概况，激发游兴。
On the bus ride（[ra?d] n. 骑；乘坐；旅行）, what is the main content of local guides’ guiding service?
(1). Make an explanation of the activity arrangements.
(2). Make an introduction of the sceneries（['sin?riz] scenery原n. 风景）along
the way.
(3). Interact with the members and live up the atmosphere.
(4). Make a brief introduction of the scenic spot in advance so as to stimulate （['st?mj?'let] vt. 刺激；鼓舞，激励）tourists’ interests.
9．地陪导游人员在景区内的服务主要包含哪些环节？
(1)强调集合时间、地点，提醒游览注意事项； (2)购票入园；
(3)景区内开展导游讲解，并注意清点团队人数； (4)处理突发事件；
(5)景区游览时，地陪导游人员应全程随团服务。
What does the service of local tour guide mainly include in the scenic spot?
(1). Emphasize the time and location to assemble , and remind the tourists of the do's and don'ts.
(2). Buy tickets and get into the scenic spot.
(3). Conduct([k?n'd?kt] vt. 管理；引导；表现) interpretation in the scenic spot and pay attention to the member number.
(4). Deal with emergencies.
(5). Local guide should accompany the tour group during the tour guiding. 10. 旅游团完成游览项目并结束当地行程后，地陪应提供送站服务，主要包括哪
些环节？
(1)介绍海关、边检或运输部门相关规定； (2)致欢送词；
(3)提前到达机场、车站或码头； (4)办理交通票据，引领团队到安检区或检票口；(5)处理善后事宜。
After completing the tour guiding, the local guide should provide send-off service. What does it mainly include?
(1). Introduce the regulations([,r?ɡju'le??nz]条例；规程) of the customs, border control and transportation department.
(2). Give a Send-off Speech;
(3). Get to the airport, station or dock([dɑk] n. 码头；船坞) in advance;
(4). Deal with the traffic tickets affaires and lead the group to the security inspection area or the check-in office;
(5). Deal with the problems left over.
11．全陪导游人员在陪同团队过程中，应做好哪些工作？
(1)与地接社和地陪的衔接工作； (2)团队事务的参与工作；
(3)服务质量监督工作； (4)途中问题协调工作；
(5)全程安全管理工作。
What should national guide pay attention to during their company?
(1). The connection with pick-up agencies and local guides;
(2). The participation([pɑr,t?s?'pe??n] n. 参与) of the team affairs;
(3). The supervision([,s?p?'v???n] n. 监督，管理) of service quality;
(4). The coordination of problems on the way;
(5). The safety management in the whole journey.
12. “合理而可能”原则是导游人员处理游客个别要求的出发点，“合理”是指
什么？
(1)游客的要求不违法，符合中国人的道德规范，符合导游人员的职业道德；
(2)游客的要求不违反旅游协议合同，不改变既定行程；
(3)虽然造成合同的部分更改或预订的改变．但游客愿意支付相关费用。
The principle “reasonable and possible” is the starting point for tour guides to cope with some exceptional requirements. What does the “reasonable” mean?
(1). The requirement should be legal and in accordance [?'k?rdns] with Chinese moral(['m?r?l]) rule and tour guides ’professional ethics([‘?θ?ks]);
(2). The requirements should not violate(违反) the tourism contract or the original schedule.
(3). The tourists are willing to pay for the expenses if it will change parts of the contract or the reservation.
13. 游客提出想邀请其亲友随团旅游，导游人员应如何处理？
(1)看旅游车是否有空座； (2)征得全陪或领队以及其他游客的同意；
(3)核实亲友的身份； (4)请示旅行社批准； (5)收取相关费用。
What should the tour guides do if some tourists want to invite their friends or relatives to travel with the tour group?
(1). Check if the seats are available;
(2). Seek for the approval of the national guide and other team members;
(3). Verify the identity of the friends or relatives;
(4). Request for the approval of the travel agency;
(5). Charge related expenses.
14. 发生漏接事故时，导游人员应如何处理？
(1)首先应如实地向游客说明原委； (2)诚恳地赔礼道歉，努力获得游客谅解；
(3)积极主动开展工作，争取用热情周到的服务重新赢得游客的信任。
What should tour guides do if they miss some tourists?
(1). Explain the reasons to tourists.
(2). Apologize sincerely to gain the understanding of the tourists.
(3). Try to work harder to regain tourists’ trust.
15. 旅游活动计划和日程的变更主要表现为哪三种结果？
(1)延长在当地的旅游日程； (2)缩短在当地的游览日程；
(3)被迫改变部分行程计划。
What are the result of the change of tourism plan and schedule?
(1). The local travel schedule is extended;
(2). The local travel schedule is shortened;
(3). The travel schedule is changed partly.
16. 地陪在首站赴饭店途中的导游服务主要包含哪些环节？
(1)致欢迎词； (2)说明相关事项； (3)介绍本地概况和沿途风光； (4)介绍饭店
概况。
What procedure does local guides’ service mainly include on the way to the hotel of the first stop?
(1). Give a welcoming speech.
(2). Explain relevant matters;
(3). Introduce the local situation and scenery along the way;
(4). Introduce the main situation of the hotel.
17. 出境旅游导游服务中，海外紧急情况的预防和处理主要应注意哪些细节？ (1) 导游人员应牢固树立安全意识； (2)引导游客尊重当地居民和民俗；
(3)时刻提醒游客防范旅游风险；
(4)果断处理各种突发情况，将游客的人身安全放在第一位。
In the service of outbound tourist guides, what details should be paid attention to in the prevention and treatment of overseas emergencies？
(1). The tour guide should establish strong safety awareness;
(2). Lead the tourists to respect the local people and their customs;
(3). Remind tourists of the travel risks;
(4). Deal with various emergencies decisively（[d?'sa?s?vli]果断地）, and the tourists’ personal safety should be put into the first place.
18. 酒店火灾事故中，如果团队被大火和浓烟包围，导游人员引导游客自救的方法有哪些？
(1)稳定游客情绪，提醒游客不要乘坐电梯逃生；
(2)用毛巾捂住口鼻，身子尽量贴近地面，沿墙根匍匐爬行；
(3)如大火封闭房门，可用湿布塞住门缝，不断往门上浇水降温，等待救援；
(4)在窗口摇动色彩鲜艳的衣物，呼唤救援人员。
If the team is surrounded by fire and smoke in a hotel fire accident, how can the tour guide lead tourists to save themselves?
(1). Claim down the tourists and warn them not to take the elevator(['?l?vet?]电梯);
(2). Cover mouth and nose with a wet towel（['ta??l]毛巾）, make body as close as possible to the ground, and crawl（[kr?l]爬） along the wall;
(3). If the door is blocked by the fire, cover the door crack with a wet towel, water the door constantly for cooling and wait for help.
(4). Shaking brightly colored clothing in the window, and call for rescuers.
19. 导游人员可以从哪几个方面了解游客的心理？
(1)从国籍、职业、年龄、性别和社会地位了解游客心理；
(2)从旅游动机了解游客心理；
(3)从旅游活动不同阶段游客的表现了解游客心理。
What is the starting point for tour guides to understand tourists’ psychology?
(1). Tourists’ nationality, occupation, age, gender and social status;
(2). Tourists’ motivation([,mot?'ve??n] n. 动机；积极性；推动);
(3). Tourists’ performance in different stages of tourism activities.
20. 团队中领队、全陪、地陪和司机该如何友好合作，才能更好地完成接待任务？
(1)尊重并支持彼此的工作； (2)生活上互相照顾；
(3)出现问题时，以合同为依据，据理分析，避免正面冲突。
In order to complete the reception task better, how should tour managers, national guides, local guides and drivers cooperate with each other?
(1). Respect and support each other's work;
(2). Take care of each other;
(3). Deal with problems according to the contract and on the basis of reasonable analysis, and try to avoid disputes if there are some.
21. 在旅游过程中，游客利益受损，会向导游人员现场投诉，导游人员应如何处理？
(1)认真倾听，做好记录； (2)诚恳道歉，及时弥补；
(3)勇于检讨，把握尺度； (4)不计前嫌，更好服务。
In the process of tour guiding, the interests of the tourists are damaged and they complaint for this afterwards. How should tour guides deal with this situation?
(1). Listen carefully and make records;
(2). Apologize sincerely and make up for in time;
(3). Make self-criticism properly;
(4). Let go, and provide better service.
22. 特殊旅游团队主要包括哪些类型？
(1)政务型团队； (2)宗教型团队； (3)青少年团队； (4)银发团队；
(5)特殊人群团队； (6）商务考察团队；（7)其他成员特殊、旅游目的特殊的
团队。
what types do special tourism teams mainly include?
(1). Government officials group;
(2). Religious group;
(3). Teenager tourism group;
(4). Seniors tourism group;
(5). Special populations tourism group;
(6). business group
(7). Other tourism groups with special members or special purpose.
23. 作为政务型团队的导游人员，应在哪些方面多加留意？
(1)重视礼貌礼节，认可团员的社会身份； (2)注意自己的身份；
(3)突出团队的主要领导； (4)除非合同明确规定，不得安排定点购物。
As a tour guide for government-affair-related group, what should be paid more attention to?
(1). Pay attention to political and manner, and recognize the members’ social status;
(2). Pay attention to the identity of oneself;
(3). Emphasize the team’s main leaders;
(4). Arrange absolutely no shopping unless the contract clearly
stipulates(['st?pjulets] 规定).
24. 导游人员在青少年旅游团队接待中应把握哪些服务要点？
(1)行程要适合孩子的特点； (2)每天的行程不宜过于紧密；
(3)要了解青少年关心的知识领域，把握青少年心理特点，讲解生动灵活；
(4)要注重安全防范。
What should tour guides pay attention to in teenager tourism team?
(1). The trip should be suitable for the teenagers;
(2). The daily schedule should not be too close;
(3). Understand the knowledge fields the teenagers care about, grasp their psychological characteristics, and conduct interpretation vividly and flexibly;
(4). to pay attention to the safety and security.
25．导游人员可以从哪几个方面做好银发旅游团队的服务工作？
(1)服务中的耐心和细心；
(2)加强讲解、住宿、餐饮等服务的针对性，多提醒注意事项；
(3)行程节奏舒缓；
(4)不折不扣落实相关优惠政策。
How could tour guides serve seniors tourism group well?
(1). Be patient and careful in service;
(2). Be targeted in explanation, accommodation, catering(['ket?r??] 给养；饮食) and other services, and remind them of the do’s and don’ts more often;
(3). The schedule should be loose;
(4). Abide by the relevant preferential(/,pr?f?'r?n?l/) policies.
26．散客旅游团队有哪些特点？
(1)服务承诺的差异； (2)参团价格的差异；
(3)成员社会地位的差异； (4)客人期望值的差异。
What are the features of individual tourist team?
(1). The differences in service commitment;
(2). The difference of the price;
(3). The differences of team members’ social status;
(4). The difference of team members’ expectations
27. 面对纷繁复杂的散客旅游团队，导游人员应坚持哪些服务原则？
(1)精心化解矛盾的原则； (2)服务主导的原则；
(3)服务多样性原则； (4)以建设团队文化为先导的原则。
What principle should tour guides adhere([?d'h?r]) to(坚持；拥护) in face of complicated individual tourist team?
(1). The principle of resolving([r?'zɑlv]) contradictions([,kɑntr?'d?k??n]矛盾);
(2). The principle of having the service as the priority;
(3). The principle of offering various service;
(4). The principle of team-culture-building as the priority.
(1)积累美学知识，培养审美意识； (2)提高文化素质，培养审美能力；
(3)注重总结提炼，提高审美水平。
Tour guides should pay attention to their own aesthetic([es?θet?k] 美学的；审美的) cultivation(['k?lt?'ve??n] 培养). What are the cultivating methods?
(1). Accumulate aesthetic knowledge and cultivate aesthetic consciousness;
(2). Improve cultural quality and cultivate the aesthetic ability;
(3). To summarize and refine, and improve the aesthetic level.
29．2018 年 1 月 1 日起施行的《导游管理办法》第二十六条规定，导游在执业过程中，人格尊严受到尊重，人身安全不受侵犯，合法权益受到保障。导游有权拒绝旅行社和旅游者的哪些要求？
(1)侮辱其人格尊严的要求； (2)违反其职业道德的要求；(3)不符合我们民族风俗
习惯的要求； (4)可能危害其人身安全的要求； (5)其他违反法律、法规和规章规定的要求。
(1) the requirement that insults [in?s?lts] the personal dignity [?d?gn?ti];
(2) the requirement that violates the professional ethics;
(3) the requirement that do not meet of our national customs;
(4) the requirement that may endanger personal safety;
(5)other requirements in violation of laws, regulations and rules.
30．导游人员常用资料的搜集方式有哪些？
(1)查阅文献资料； (2)优秀导游的言传身教； (3)培训与强化训练；
(4)处处留心皆学问； (5)加强实践与总结。
What are the methods of collecting information for the tour guides?
(1). Refer to documents or other materials;
(2). Instructions of excellent tour guides.
(3). Cultivation and intensive [?n't?ns?v] training;
(4). Pay attention to all kinds of details;
(5). Strengthen ['str??θn] practice and summary.
31. 导游人员确定景区的讲解主题，应该综合考虑哪三个因素？
(1)景区自身的特色； (2)讲解对象的特征； (3)自己知识结构的储备。
Which three factors tour guides should take into consideration integrally([‘?nt?ɡr?li] 完整地) when determining(决定) the interpretation([?n't?pr?'te??n] 讲解) theme([θim] 主题) of the scenic spot?
(1). the characteristics of scenic spot;
(2). the characteristics of the interpretation object;
(3). Their own’s knowledge reserves.
32. 导游讲解是一门说话的艺术，实施中必须遵循哪些原则？
(1)讲解内容的正确、规范； (2)语言表达的清楚； (3)讲解效果的生动；
(4)讲解方式的灵活。
Interpretation is a talk of art. What principles should tour guides abide by?
(1). The rightness and standardization [,st?nd?da?'ze???n] 标准化of the contents
(2). The clearness of the expression.
(3). The vividness of the interpretation.
(4). The flexibility of the interpretation methods.
33. 导游语言的规范性是导游人员在讲解时必须遵守的基本原则，它主要指什么？
(1)要对讲解的内容进行仔细校对； (2)要选择恰如其分的词汇进行描述；(3)要对讲解中逻辑线索准确把握。
The standardization of language is a basic principle that the tour guide should obey. What does it mean?
(1). Check the contents of the interpretation carefully;
(2). Choose the suitable words;
(3). grasp the logical clues of the interpretation accurately [??kj?r?tli] 精确地，准确地.
34. 导游讲解要做到形象、生动，为游客所接受，应注意哪几点？
(1)表情生动，善于模仿； (2)善叙事，语言生动，为游客所喜闻乐见；
(3)与生活实际相结合，深入浅出; (4)善于使用生动幽默的段子。
Tour guides’ interpretation should be vivid and intelligible([?n't?l?d??bl] 可理解的；明了的) for the tourists. What should be paid attention to?
(1). The interpretation should be with vivid expressions and imitations [,?m?'te??n] 模仿;
(2). be good at story telling by using vivid language, and the things loved by tourists.
(3). be realistic with life and do the explanation in a simple way;
(4). Use humorous jokes.
35. 导游人员讲解中的手势主要有哪三种？
(1)情感手势； (2)指示手势； (3)象形手势。
What are the three main gestures(['d??st??] 手势原gesture) of tour guides in interpretation?
(1). Emotional gestures;
(2). Directional gestures;
(3).Pictographic([,p?kt?'gr?f?k] 象形文字的) gestures.
36. 导游交际语言是导游人员与游客交往时的一种语言形式，它主要包括哪些形式？
(1)称谓语言；(2)道歉语言；(3)答问语言；(4)劝说语言；(5)拒绝语言等。The communicative language is a kind of language form for tour guides to communicate with tourists. What form does it mainly include?
(1). Appellation([,?p?'le??n] 称呼；名称) language;
(2).Apology language;
(3). Question and answer language;
(4). Persuasion [p?'swe?n] language;
(5). Refusal language, etc. [?t 's?t?r?]
37. 在导游工作中，道歉也是一门艺术，它主要包括哪几种？
(1)微笑式道歉； (2)迂回式道歉； (3)自责式道歉等。
How to apologize is also an art in the work of tour guides. How many does it mainly include?
(1). Apology with smile;
(2). Detouring(['dit?r] 绕道；迂回) apology;
(3). Self- criticism apology, etc.
38．导游人员向游客道歉的“三原则”是什么？
(1) 道歉必须及时、真诚； (2)道歉要把握好分寸；(3)道歉应有一定沟通效果。
What are the four principles for tour guide to apologize to tourists?
(1). Apologize sincerely and timely;
(2). Apologize properly;
(3). Apologize communicatively.
39. 导游回答客人问题有哪几种主要方法？
(1)是非分明式； (2)以问为答式； (3)曲迂回避式； (4)诱导否定式。
What are the main methods for tour guide to answer tourists’ questions?
(1). right or wrong type;
(2). Answer with a rhetorical([r?'t?r?kl] 修辞的) question
(3). roundabout[?ra?nd??ba?t] type;
(4). the way of leading the questioners to deny.
40．在导游过程中，导游人员常需要对游客进行劝说，有哪几种方式可以运用？
(1)诱导式劝说； (2)迂回式劝说； (3)暗示式劝说等。Persuasion is usually needed in tour guiding. What are the common ways?
(1). Inductive [?n'd?kt?v] persuasion;
(2). roundabout persuasion;
(3). persuasion by giving a hint [h?nt], etc.
41. 导游人员在讲解中，要善于运用语言的停顿，主要的方式有哪些？
(1)语义停顿； (2)暗示省略停顿； (3)等待游客反应的停顿； (4)强调语气停顿。
Tour guides should make good use of pauses language in interpretation. What are main ways?
(1). Semantic[s?'m?nt?k] pause;
(2). Pause for implies(意味，暗指) the omission（[o??m???n]省略）;
(3). Pause waiting for the visitors’ reaction;
(4). Pause for emphasizing.
42．问答法是导游讲解中较常用的方法，主要应用于哪些环境？
(1)导游人员需要提醒游客注意时； (2)当游客精神萎靡或注意力分散时；
(3)导游讲解前后景点之间的衔接时；(4)单一陈述法讲解时间过长需要调整时。
question and answer method is commonly used in interpretation. What
situation is it mainly applied to?
(1). When the tour guides needs to attract tourists’ attention;
(2). When the tourists are low-spirited or distracted;
(3). When a connection is needed before and after interpreting one scenic spot;
(4). When keep talking too much about one topic and needs adjusting.
43. 我们通常将导游服务的方式划分为哪两大类？
(1)第一种是图文声像导游； (2)第二种是实地口语导游；
(3)实际操作中，图文声像导游为辅，实地口语导游为主，前者为后者服务。what are the two main types of tour guide services?
(1). The first category is visual and audio guide.
(2). The second category is local speaking guide.
(3). In practical work, the second category is mostly used, and supplemented （增补） by the first category.
44.导游服务是针对旅游者提供的专项服务，具有哪些特征？
(1)服务性特征； (2)经济性特征； (3)文化性特征； (4)涉外性特征。Tour guide service is a kind of special service targeted at tourists. What are the characteristics?
(1). Serving characteristic;
(2). Economic characteristic;
(3). Cultural characteristic;
(4). Foreign affairs characteristic.
45.导游服务的实施具有哪些特点？
(1)工作独立性强； (2)需要很强的责任心；
(3)工作强度大，非常辛苦； (4)脑力劳动与体力劳动高度结合。
What are the characteristics of implementing(['?mpl?,m?nt]实施) tour guide service?
(1). With high work independence;
(2). With a strong sense of responsibility;
(3). With high work intensity /?n't?ns?ti/;
(4). A combination([,kɑmb?'ne??n] 结合) of mental and physical work.
46.导游服务原则是导游人员从事导游工作的出发点，包含哪些原则？
(1)宾客至上、优质服务的原则； (2)维护游客合法权益的原则；
(3)规范服务与个性化服务相结合的原则； (4)平等服务的原则。
Tour guide service principle is the starting point of tour guiding. What principle does it include?
(1). The principle of customer first and high-quality service;
(2). The principle of safeguarding tourists’ legitimate /l??d??t?m?t/ rights and interests;
(3). The combination of standardized service and personalized service;
(4). The principle of equal service.
47.导游人员的基本工作职责有哪些？
(1)安排、组织和陪同旅游者完成既定的旅游计划；
(2)提供翻译、讲解、向导和旅途生活服务；
(3)协调关系，处理问题；
(4)保护游客的人身和财产安全；
(5)回答问询，反馈信息。
what are the basic duties of tour guides?
(1). Arrange, organize and accompany the tourists to complete the planned schedules;
(2). Provide translation, interpretation, guide and travel life service;
(3). Coordinate relations and deal with problems;
(4). Protect the tourists' personal safety and property;
(5). Answer inquiries(['?nkw?ri;]打听inquiry的复数) and feedback information.
48.地陪人员的职责有哪些？
(1)安排旅游活动日程； (2)做好接待工作； (3)提供导游、讲解服务；
(4)维护安全； (5)处理问题。
What are the responsibilities of local guides?
(1). Arrange for tourism itinerary /a?'t?n?r?ri/旅行日程;
(2). Accomplish reception;
(3). Provide guide and interpretation service;
(4). Safeguard security;
(5). Deal with problems.
49.作为一名优秀的导游人员应当具有哪些高尚品德？
(1)热爱祖国； (2)爱岗敬业； (3)遵纪守法； (4)情操高尚。
What noble(['nobl] 高尚的) characters should an excellent tour guide
possess([p?'z?s] 拥有，具备)?
(1). Love of the motherland;
(2). Dedication;
(3). Compliance /k?m'pla??ns/;
(4). High sentiments /'s?nt?m?nt/情操.
50．导游人员应该具备渊博的知识，这些知识主要包括哪些方面？
(1)政治、经济和社会知识； (2)文化知识；
(3)心理学和美学知识； (4)旅游常识。
Tour guides should possess profound knowledge. What does it mainly includes?
(1). Political, economic and social knowledge;
(2). Cultural knowledge;
(3). Psychology /sa?'kɑl?d?i/ and aesthetics([?s'θ?t?ks]) knowledge;
(4). Touring common sense.
51.导游人员应当具有较强的工作能力，主要包括哪些方面？
(1)组织协调能力； (2)独立应变能力； (3)语言讲解能力。(4)有效沟通能力。
Tour guides should possess strong work competence(['kɑmp?t?ns] 能力，胜任). What does it mainly include?
(1). Organization and coordination competence /'kɑmp?t?ns/能力;
(2). Independent strain capacity(两应变能力);
(3). Verbal(/'v?bl/言语的) interpretation competence.
(4). Effective communication skills
52.导游员的讲解如何能做到吸引游客？
(1)有效地传达信息； (2)内容与形式统一；
(3)抓住游客的兴趣点； (4)精彩的语言和灵活的讲解方式。
How can tour guides’ interpretation be attractive to tourists?
(1). Express information effectively;
(2). Integrate(['?nt?ɡret] 一体化) content with form;
(3). Grasp the interests of tourists;
(4). Possess interesting language and flexible interpretation methods.
53.欢迎词的形式主要有哪些？
(1)规范式； (2)聊天式； (3)调侃式； (4)抒情式； (5)安慰式。
What are the main types of welcoming speeches?
(1). Standardized type;
(2). Chatting type;
(3). humorous type;
(4). Emotional type;
(5). Comforting type.
54.途中导游的特点有哪些？
(1)导游讲解容量大； (2)导游讲解内容杂； (3)导游讲解方法活。
what are the characteristics of guiding on the way?
(1). too much information to talk about;
(2). varieties of topics;
(3). flexible guiding interpretations.
55.途中导游有哪些常用的方法？
(1)专题讲解与一般讲解相结合； (2)按序讲解与即兴讲解相结合；
(3)主动讲解与回答提问相结合。
What are the common methods of guiding on the way?
(1). Combine([k?m'ba?n]) thematic /θ?'m?t?k/ interpretation with general interpretation;
(2). Combine procedural /pro'sid??r?l/程序上的interpretation with impromptu([?m'prɑmptu] 即兴的) interpretation
(3). Combine interpretation with answering questions.
56.导游人员在进行自然景观讲解时，应该如何向游客传达美的信息？
(1)准确抓住形式美； (2)有效突出文化美； (3)着力深化象征美。
landscapes(['l?nd,skep] 风景) to tourists in interpretation?
(1). Capture the beauty in form;
(2). Highlight the cultural beauty;
(3). Deepen(['dip?n] 使加深) the symbolic([s?m'bɑl?k] 象征的) beauty
57. 导游讲解的灵活性原则有哪些具体表现？
(1)依据不同的对象调整讲解内容；(2)依据场景的变化调整讲解内容；(3)注意过度语言的使用。
(1)adjust the content according to different objects;
(2)adjust the content according to the change of the scene;
(3)pay attention to the use of excessive/?k?s?s?v/过度的language.
58. 一般来说，自驾游团队的导游人员应具备哪些职业素质？
(1)必须具有较丰富的驾驶经验，了解汽车维修常识；(2)应当熟悉沿途路况；(3)熟悉交通规则，具有丰富的应变能力。
(1)They must have rich driving experience, know vehicle maintenance
/'ment?n?ns/维修common sense;
(2)They must be familiar with the road conditions along the way;
(3)They must be familiar with traffic rules and have rich strain capacity.
59．导游人员要把古建筑景观讲解好，除了掌握必要的古建筑知识外，还要突
出哪些重点？
(1)突出古建筑的功能性； (2)突出古建筑的风格特色；
(3)突出古建筑的结构原理； (4)突出古建筑的精工技巧。
In order to give excellent interpretation of the ancient([?en??nt] 古代的) architectural ([,ɑrk?'t?kt??r?l]建筑上的) landscape, tour guides should master requisite(['r?kw?z?t] 必备的) knowledge. What should be highlighted in addition?
(1). The functionality /,f??k??'n?l?ti/功能of the ancient /?en??nt/ architectures /'ɑ
rk?'t?kt??/;
(2). The style and characteristic of ancient architectures;
(3). The structural theory/'θi?ri/原理of ancient architectures;
(4). The fine workmanship手艺of ancient architectures.
60.导游人员在进行佛教建筑讲解时，要从哪几个方面入手？
(1)讲清佛教建筑的基本格局； (2)讲清佛教建筑的艺术与工巧特征；
(3)讲清佛教建筑的思想内涵。
What is the starting point for tour guides to explain the Buddhist architecture?
(1). Clarify(['kl?r?fa?] 澄清；阐明) the basic layout of Buddhist architecture;
(2). Clarify the art and exquisite([?k'skw?z?t] 精致的) features of Buddhist architecture;
(3). Clarify the connotation([,kɑn?'te??n] 内涵) of Buddhist architecture.
61 .导游人员在讲解石窟时，应抓住哪几个要点？
(1) 开凿背景； (2) 表现手法与雕刻技法； (3)结构布局； (4) 重点龛窟
What are the main points for tour guides to explain grottos(['gr?t??] 洞穴)?
(1). the building background;
(2). the technique of expression and carving;
(3). structural layout
(4). key niche /ni?/壁龛 Grottoes /'ɡrɑtoz/洞穴or representative statues.
62.导游人员在餐饮服务中应尽到哪些职责？
(1)协调职责； (2)监督职责； (3)保障职责； (4)讲解职责。
What are tour guides’ responsibilities in catering service?
(1). Coordination responsibility;
(2). Supervision responsibility;
(3). Safeguard responsibility;
(4). Interpretation responsibility.
63.导游人员带领探险旅游团时有哪些注意事项？
(1)要有强壮的身体和必需的专业知识； (2)要做好充分的物质准备；
(3)生活照料要周到； (4) 极强的安全意识和果断处理突发问题的能力。 What matters should tour guide pay attention to when the leading
expedition([,?ksp?'d???n] 远征；探险队) tour groups?
(1). Must have strong body and necessary professional knowledge;
(2). Be well prepared in material storage;
(3). Take good care of team members;
(4). Strong safety awareness and ability to deal with emergent problems.
64．领队服务中的出入境服务主要包含哪些环节？
(1)发放旅行证件和机票； (2)协助游客整理行李；
(3)协助游客进行申报； (4)带领游客依次接受边防检查和安全检查。 What are the main procedures of the leader of the entry and exit service in guide leading?
(1). Give out travel documents and air tickets;
(2). Assist visitors in sorting luggage(['l?ɡ?d?] 行李);
(3). Assist the visitors to report;
(4). Lead tourists to stand in line to go through the immigration Inspection and the security check.
65.景区导游服务流程主要包括哪些环节？
(1)接团、致欢迎词； (2)提醒注意事项；
(3)开展景区内讲解及相关服务，处理突发事件； (4)致欢送词及征求意见。
What are the main procedures of tour guiding service in scenic spots?
(1). Pick up the group, and give a welcoming speech;
(2). Remind the tourists of the do’s and don’ts;
(3). Carry out related interpretation and deal with emergencies in scenic spots;
(4). Give a farewell speech send off words and asking for comments and suggestions.
二、应变能力知识问答及参考答案（55 问）
应变能力.1．地陪导游员应如何防止漏接事故发生？
(1)认真阅读接待计划，对旅游团抵达的日期、时间和接站地点等要亲自核实清楚；
(2)核实交通工具到达的准确时间；
(3)提前半小时到达接站地点，等候团队的到来。
How can local guides prevent accident of missing the group?
(1). Read the reception plan, and verify the arrival date, time and pick-up location of the group in advance;
(2). Verify the exact arrival time of the vehicle;
(3). Get to the pick-up location half an hour earlier and wait for the group to arrive.
应变能力.2．如果发生了错接事故，地陪导游员应如何处理？
（1）应立即向旅行社相关工作人员汇报，设法尽快交换旅游团；
（2）向游客说明情况并诚恳致歉；
（3）在后期行程中以更优质的服务赢得游客的信任。
What should local guides do if they pick up the wrong group?
(1) Report to the travel agency immediately, try to exchange the tour group.
(2) Explain the situation to tourists and offer sincere apologies.
(3) Try to regain the trust of the tourists with better service in the later journey.
应变能力.3．地陪导游员上午10点去机场接团，到达机场后得知团队航班晚点四个小时，地陪导游员应如何处理？
(1)立即向机场询问处查询该航班晚点的时间、原因，确认后地陪应重新安排接待事宜；
(2)通知旅行社，变更餐饮、入住宾馆时间，告诉旅游车司机飞机抵达的时间和接站车辆做准备工作；
(3)由于飞机晚点，必须调整下午和晚上的活动安排，并衔接计调对修改事宜做好落实工作。
If the tour guides arrive at the airport 10 am to pick up the group but to be informed that the flight is four hours’ delay, what should they do?
(1). Inquire(/?n'kwa?r/询问) about reason for the flight delays immediately, and then rearrange the reception after confirmation /,kɑnf?'me??n/;
(2). Inform the travel agency to change the time for catering and checking in. Inform the tour bus driver the arrival time and the pick-up vehicle to be prepared.
(3). Due to the delay of the flight, to carry out the revision work with the operator department for the afternoon and evening arrangements which must be changed.
应变能力.4．地陪如何防止错接事故的发生？
(1)地陪应加强工作责任心，提前半小时到达出站口等待；
(2)地陪应站在明显的位置高举社旗和接站牌，以便领队或旅游者前来联系；
(3)地陪应主动从旅游者的特征、衣着、组团社的徽记上分析判断，并上前询问；
(4)接团时应认真核实该团领队、全陪或旅游者姓名，团队代号、人数等。
How could local guides prevent picking the wrong group?
(1). local guides should have a strong sense of responsibility, arrive and wait at exit half an hour earlier.
(2). local guides should stand in plain sight and raise up the agency flag and
the sign for travel groups to contact.
(3). Local guides should judge from the characteristics, clothing and logo of the tourists and require afterwards.
(4).Local guides should verify the group’s leader, national guide, member’s name , tour code and member number.
应变能力.5．由于客观原因，旅游团要提前离开某地，导游员应如何处理？
(1)尽量抓紧时间，将计划内的参观游览安排完成。若有困难，地陪应有应变计
划重点游览本地最具代表性、最具特色的旅游景点；
(2)向旅行社报告与司机衔接，及时办理退房、退餐、退车事宜；
(3)通知计调及时通知下一站，制订变更接待计划安排。
If the tour group is to leave ahead of time due to some objective reasons, what should tour guides do?
(1). Take the time to complete the planned arrangements. If it’s difficult, try to arrange some key tour sites first;
(2). Report to the travel agency and contact with the drivers so as to check out, and cancel meals and vehicles in time;
(3). Remind tour operators to inform the next station to change the reception plan.
应变6．什么是误机？地陪应怎样处理？
(1)由于某种原因或旅行社工作失误造成旅行团没有按原定班次离开本站而导致
暂时性的滞留叫误机；
(2)地陪应第一时间报告旅行社，并有效安抚游客；
(3)地陪应随时关注最近的离境航班预订情况；
(4)各方努力，让游客乘最近班次离开本站或乘坐其他交通工具前往下一站；
(5)协助查清事故原因。
What is “miss the flight”? How to local guides deal with it?
(1). Due to a certain reason or certain mistakes made by the travel agency, a tour group does not fly out and has to stay in the same destination for sometime more. This is called flight missing
(2). Local guides should report to travel agency immediately, and try to appease([?'piz] 使平息) the tourists;
(3). Local guides should constantly pay attention to the possible next flights.
(4). All the departments should work together to help tourists leave for the next station by the latest flight or other vehicles.
(5). Assist in finding out the cause.
应变7．导游员如何防止误机事故发生？
(1)地陪和全陪应提前做好离站交通票据的落实工作，核对并确认日期、班次、时间、目的地等；
(2)带团期间要随时与旅行社联系，询问班次有无变化；
(3)临行前，不安排旅游团到地形复杂的景点游览，不安排团队到拥挤的地方购物或自由活动；
(4)安排充裕的时间去机场，保证旅游团提前到达离站地点。
How could tour guides prevent missing the flight?
(1). Local guides and national guides should implement(执行) the departure work, check and confirm the date, shift, time and destination etc. in advance. (2). Keep in touch with the travel agency during the tour guiding, and ask about changes in shifts;
(3). Before leaving, do not arrange any visit in scenic spot with complex terrain ([t??re?n] 地形),free shopping or individual activities in crowded places;
(4). Arrange enough time to get to the airport, and ensure that the tour group arrives at the station in advance.
应变8．由于天气原因，去上海的飞机不能按时起飞，推迟到晚上。但晚上10点机场宣布取消当日航班。外宾情绪低落，对你大吵大闹十分不满，地陪导游员应如何处理？
(1)地陪及时向游客说明情况，全力稳定游客情绪；
(2)立即落实第二天最早的航班班次，并安排行李等事项；
(3)及时解决游客的食宿问题；
(4)通知游客第二天叫早、早餐、出行李及发车时间；
(5)告知旅行社计调部门及时通知行程下一站。
The flight to Shanghai can’t take off on time and is postponed([p?ust'p?un 延期) to the evening due to the weather. However, the flight is cancelled at 10 pm. The foreigners are low-spirited and unsatisfied, and (make a scene 当众大吵大闹). How could the local guide cope with this situation?
(1). Explain the situation to the tourists and stabilize /'steb?la?z/使安定the mood of tourists;
(2). Book the earliest flight of the second day and make arrangements for luggage and other matters;
(3). Deal with the accommodation([?,kɑm?'de??n] 食宿) of tourists in time;
(4). Inform tourists about the next day's wakeup call time, the breakfast time, luggage collection time and the departure time.;
(5). Inform the tour operators to notify the next station.
应变9．一韩国旅游团抵达双流机场的时间是早上8点，地陪导游员在前往机场途中遇到塞车，抵达机场时已是早上8点40分，地陪导游员应如何处理？
(1)这是一次漏接事故； (2)导游员应诚恳地向旅游者赔礼道歉；
(3)实事求是地说明交通情况； (4)热情主动做好后续服务工作，以取得游客的谅解。
A South Korean tour group arrived at Shuangliu Airport at 8:00 AM. However, the local guide arrived at 8:40 AM because of a traffic jam([d??m] 拥挤). What
should local guides do?
(1). This is an accident of missing the reception of the group;
(2). Local guides should apologize sincerely to tourists;
(3) Explain the traffic situation realistically/,ri?'l?st?kli/实际地.
(4). Serve tourists better in the following work so as to get the pardon of tourists.
应变10.由于暴风雪，机场关闭，旅游团需要延长时间在本市继续游览一天，地陪导游员应如何处理？
(1)立即向旅行社汇报，重新安排该旅游团的用餐、住宿、用车等事项；
(2)调整接待计划，酌情增加旅游景点，适当延长主要景点的游览时间，晚上可安排文娱活动，调节游客情绪；
(3)和计调人员保持紧密联系，落实第二天游客的离站航班；
(4)通知下一站旅行社。
Because of the snowstorm, the airport is closed and the tour group needs to extend the travel schedule in the city for one day. What should local guides do?
(1). Report to the travel agency immediately, and rearrange the dining([da?n??]), accommodation, vehicle etc.;
(2). Adjust the reception plan; increase the scenic spots, extend the tour time of main scenic spots; evening entertainment can be arranged so as to comfort the tourists‘ mood;
(3). Keep in touch with tour operators, and implement the flight on the next day for tourists;
(4). Inform the travel agency of the next stop.
应变11.由于旅游旺季，机票预订出现问题，旅行社不得不安排旅游团乘加班飞机提前离开本地，地陪导游员应如何协调？
(1)争取全陪和领队的配合，说明更改原因，取得游客的谅解和支持；
(2)讲清补救措施；
(3)充分利用有效时间安排客人参观本地主要景点，同时将更改计划通知组团社和下一站接团社；
(4)争取旅行社授权，给予游客适当补偿。
In peak([pik]峰值) season, there appears some ticket booking problems. The travel agency has to arrange the tour group to leave for the next stop in advance. How could the local guide coordinate this situation?
(1). Get the cooperation of the national guide and the tour leader. Explain the reasons to tourists and get their understanding and support;
(2). Clarify the remedies /'r?m?diz/补救措施;
(3). Make full use of time to visit the main scenic spots, change the original plan, and inform the travel agency and the next station;
(4). Get the authorization[,?θ?r?'ze??n]授权of the travel agency and provide some compensation for tourists.
应变12.地陪正带领一外国教育界旅游团在景点游览，一名团员突然发现他的护照丢失，地陪导游员应如何处理？If a tourist of a foreign educational tourism
group educational finds that he lost his passport during the tour guiding, what should local guides do?
(1)安慰团员，请其仔细回忆可能丢失的地点，积极协助寻找；
(2)确认丢失后，应第一时间报告旅行社，请旅行社出具证明，再由工作人员配
合游客到相关部门按流程补办；
(3)费用由该团员自理。
(1). calm down the tourist and encourage him to recall all the possible places the passport can be, and assist him look for it.
(2). If the loss is confirmed, report to the travel agency, and apply for certification. With the certification, the staff can assist the tourist to reissue a passport in relevant departments according to the regulations.
(3). The cost should be paid by the tourist himself.
应变13.一名外国游客在我国旅游期间所带贵重财物被盗，地陪导游员应如何处理？
(1)确认被盗后，地陪应立即报告公安机关、旅行社和保险公司，协助查找线索，力争尽快破案；
(2)若找不回被盗物品，地陪应协助失主持旅行社出具的证明到当地公安机关开
具失窃证明书，以便游客回国出关查验或保险公司索赔；
(3)安慰失主，缓解不快情绪。
If a foreign tourist’s valuable property is stolen in China during the tour guiding, what should tour guides do?
(1). After confirmation of the steal, report to the police, travel agency and insurance company. to help find clues([kluz]线索) for a quicker solution;
(2). If the belongings can’t be found, the local guide should assist the tourist issue a theft certification from the police with a proof issued by the travel agency, with which the tourist can pass the customs inspection and claim for compensation.
(3). try to comfort the tourist.
应变14．一位日本游客在乘坐国际航班来华途中丢失了行李，地陪导游员应该
如何处理？
(1)地陪导游员应详细了解情况，协助查找线索，协助游客在所属航空公司备案
登记：
(2)帮助游客解决因丢失行李而造成的生活不便；
(3)如找不回行李，应备齐相关资料和手续，协助游客向所属航空公司索赔。
If a Japanese tourist lost his luggage on an international flight to China, what should local guides do?
(1). The local guide should get hold of the details, assist to find clues and
report to the airlines to record;
(2). Help the tourist settle the inconvenience([,?nk?n'vin??ns] 不便) caused by the loss.
(3). If the baggage can’ be found, assist the tourist claim to the airline with relevant information and procedures.