导游服务能力——英语现场考试200问一、导游规范知识问答及参考答案（65问）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Differentiatedbybusiness,whichkindofcategoriestourguidescanbedividedinto?Dividedintofourcategories,namely:(1)Tourleader.(2)Nationalguide.(3)Localguide.(4)Touristguide.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。Thefirststepofleadingagroupisbeingfamiliarwiththeteam,whataspectsofcontentitmostlyconsistsof?Mainlyincludesthreeaspects:(1)Beingfamiliarwithgroupmembers.(2)Beingfamiliarwithteamfeatures.(3)Beingfamiliarwithhostingplansandtripcharacteristics.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。Whatshouldthetourguidedobeforethearrivingofthetouristgroup?(1)Confirmthevehiclethetouristgrouptookandtheaccuratearrivaltime:Askclearaccuratetimewiththeinformationofficeoftheairports,trainstationsquay（码头）beforesettingout.(2)Fixthetimeandplacewiththetourbusdriver:guaranteetoarrivehalfanhourinadvance;Tellthescheduleandarrangementoftimeandactivitytothedriverontheway;afterreachingthestationfixtheparkingplace.(3)Checktherightarrivingtimeofthetouristgrouponcemore:arriveattheairport,stationorquayaheadoftime.(4)Getintouchwiththeporte（r行李员）:Notifytheplacethattheluggageissentto,andfixtheparkingplacewiththeluggagevan（行李车）driver.(5)Receivethetouristgroupwithsignsormeetingboardsatthestation:meetthetouristatastriking（突出的）positionatthestationexit,indicate（标明）groupnameandnumber,leader’snameornationalguide’snameornameoftouristonthemeetingboard.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；1/56(3)核实团队；(4)集合登车；(5)清点行李和人数。Themainstationoftourguidesserviceprogram,whichseveralstepsaredividedinto?(1)Halfanhourearlytopickuppoints.(2)hand-heldstopsigntogreetguests.(3)Verifyteam.(4)Boardtogether.(5)Inventthebaggageandthenumber.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。Tourguidesshouldbetimelyinspectingteamineatingmealsofthegroup.Whatarethemaincontentsofinspection?(1)Supervisethemealintherestaurantwhetherisinconformitywiththeagreedstandard.(2)Answerquestionsaboutthemeal.(3)Understandwhetherthecustomerssatisfiedwiththedishesforlatertargetedadjustments.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。Whatthelocalguideshouldpayattentiontowhengoshopping?Model:(1)Abidebytherulesofthetravelagencyrigorously(严格的).(2)Knowthetouristswell,andtaketide(趋势)attheflood.(3)Beagoodguidewhileshopping.(4)Protectthetourists’benefitsactively.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。Deliverafarewellspeech,includingthat:(1)Recallingtrips.(2)Expressthefeelingofreluctancetopart....
