導(dǎo)游現(xiàn)場考試(面試)科目五為導(dǎo)游服務(wù)能力，主要考查考生導(dǎo)游詞講解和導(dǎo)游服務(wù)規(guī)范、綜合知識的掌握程度，同時對其應(yīng)變能力、講解能力、語言 表達能力、交流能力進行綜合測評。下面小編整理了導(dǎo)游面試考點總結(jié)，希望對大家有所幫助，考外語導(dǎo)游的考生也可以進來看一看哦~

1.按業(yè)務(wù)范圍區(qū)分，導(dǎo)游人員可分為哪幾類?

分為四類，分別是：

(1)出境旅游領(lǐng)隊人員; (2)全程陪同導(dǎo)游員： (3)地方陪同導(dǎo)游員; (4)旅游景區(qū)講解員

Differentiated by business, which kind of categories tour guides can be divided into?

Divided into four categories, namely:

(1) Tour leader.

(2) National guide.

(3) Local guide.

(4) Tourist guide.

2.熟悉團隊是導(dǎo)游人員帶團的第一步，它主要包括哪幾方面的內(nèi)容?

主要包括三方面內(nèi)容：

(1)熟悉團員情況; (2)熟悉團隊特點; (3)熟悉接待計劃和行程特點。

The first step of leading a group is being familiar with the team, what aspects of content it mostly consists of?

Mainly includes three aspects:

(1) Being familiar with group members.

(2) Being familiar with team features.

(3) Being familiar with hosting plans and trip characteristics.

3.在旅游團抵達的前一天，導(dǎo)游人員應(yīng)主要落實哪些接待事宜?

(1)與協(xié)作旅行社計調(diào)人員聯(lián)系; (2)聯(lián)系旅游車輛，確定接站時間;

(3)核實團隊住房及用餐預(yù)訂情況; (4)掌握各種聯(lián)系電話。

What should the tour guide do before the arriving of the tourist group?

(1) Confirm the vehicle the tourist group took and the accurate arrival time: Ask clear accurate time with the information office of the airports, train stations quay(碼頭) before setting out.

(2) Fix the time and place with the tour bus driver: guarantee to arrive half an hour in advance; Tell the schedule and arrangement of time and activity to the driver on the way; after reaching the station fix the parking place.

(3) Check the right arriving time of the tourist group once more: arrive at the airport, station or quay ahead of time.

(4) Get in touch with the porter(行李員): Notify the place that the luggage is sent to, and fix the parking place with the luggage van(行李車) driver.

(5) Receive the tourist group with signs or meeting boards at the station: meet the tourist at a striking(突出的) position at the station exit, indicate(標明) group name and number, leader’s name or national guide’s name or name of tourist on the meeting board.

4.導(dǎo)游人員接站服務(wù)程序主要分為哪幾步個驟?

(1)提前半小時到達接站地點; (2)手持接站牌迎候客人;

(3)核實團隊; (4)集合登車; (5)清點行李和人數(shù)。

The main station of tour guides service program, whichseveral steps are divided into ?

( 1 ) Half an hour early to pick up points.

( 2 ) hand-held stop sign to greet guests.

( 3 ) Verify team.

( 4 ) Board together.

( 5 ) Invent the baggage and the number.

5.導(dǎo)游人員在團隊用餐時應(yīng)及時巡視團隊就餐情況，巡視的主要內(nèi)容有哪些?

(1)監(jiān)督餐廳提供的餐食是否符合約定標準; (2)回答客人關(guān)于餐食方面的疑問;

(3)了解客人對菜肴是否滿意，以便以后有針對性地進行調(diào)整。

Tour guides should be timely inspecting team in eating meals of the group. What are the main contents of inspection?

(1) Supervise the meal in the restaurant whether is in conformity with the agreed standard.

(2) Answer questions about the meal.

(3) Understand whether the customers satisfied with the dishes for later targeted adjustments.

6.如果游客在自由活動中買到假冒偽劣商品，導(dǎo)游人員應(yīng)該如何處理?

(1)應(yīng)積極主動協(xié)助游客退貨并索賠，努力維護游客的合法權(quán)益;

(2)事后，將經(jīng)過向旅行社做匯報;

(3)后續(xù)行程中多向游客宣講自由活動時購物的注意事項，多做提醒工作。

What the local guide should pay attention to when go shopping?

Model :

(1) Abide by the rules of the travel agency rigorously(嚴格的).

(2) Know the tourists well, and take tide(趨勢) at the flood .

(3) Be a good guide while shopping.

(4) Protect the tourists’ benefits actively.

7.歡送詞的主要內(nèi)容包括哪幾點?

(1)回顧行程;

(2)表達惜別之情;

(3)感謝游客的配合，征求游客的意見和建議;

(4)就行程中服務(wù)不到位的地方向客人致歉，請予包涵和理解;

(5)表達祝愿，期盼重逢。

Deliver a farewell speech, including that:

(1) Recalling trips.

(2) Express the feeling of reluctance to part.

(3) Thanks to tourist cooperation, and seek the views and suggestions of visitors.

(4) Where services are not in place on the journey apologized to the guests for your indulgence and understanding.

(5) Express wishes, hope once again.

OR:

Deliver a farewell speech: including that feels reluctant to part.表示惜別.

expresses gratitude to cooperation.感謝合作

reviews traveling.回顧旅程

solicits the suggestion.征求意見

looks forward to meeting.期盼相逢

8.旅游車行駛途中，地陪應(yīng)進行途中導(dǎo)游服務(wù)，主要包含哪些環(huán)節(jié)?

(1)講解當日活動安排; (2)沿途風情、風光導(dǎo)游;

(3)互動，活躍氣氛; (4)到達景區(qū)前介紹景區(qū)概況，激發(fā)游興。

What should a local guide do on the way to a certain scenic area?

(1) Inform the tourists of the itinerary of the day again including the time and place of meals, report the time of reaching the tour site. Report the news if necessary.

(2) Comment on the local customs and scenery along the way and answer questions.

(3) Give the group a brief introduction to the tourist destination, especially the historical value and feature, rousing their curiosity of the tour site.

(4) Organize entertainment activities, promoting friendship between the local guide and the tourists.

9.地陪導(dǎo)游人員在景區(qū)內(nèi)的服務(wù)主要包含哪些環(huán)節(jié)?

(1)強調(diào)集合時間、地點，提醒游覽注意事項; (2)購票入園;

(3)景區(qū)內(nèi)開展導(dǎo)游講解，并注意清點團隊人數(shù); (4)處理突發(fā)事件;

(5)景區(qū)游覽時，地陪導(dǎo)游人員應(yīng)全程隨團服務(wù)。

Which links are mainly included when a tour guide services in one scenic area?

(1) Emphasize the collection time and place, to remind Visiting Attractions.

(2) Buy tickets to the Park.

(3) Begin the scenic guide, and count the number of teams carefully.

(4)Handle emergencies.

(5) When tour at the scenic, the local guide should accompany with the team for full-mission service.

10. 旅游團完成游覽項目并結(jié)束當?shù)匦谐毯?，地陪?yīng)提供送站服務(wù)，主要包括哪些環(huán)節(jié)?

(1)介紹海關(guān)、邊檢或運輸部門相關(guān)規(guī)定; (2)致歡送詞;

(3)提前到達機場、車站或碼頭; (4)辦理交通票據(jù)，引領(lǐng)團隊到安檢區(qū)或檢票口;

(5)處理善后事宜。

Tour after completing tours and put an end to one of the local tour, the local guide should offer the delivery service, including which links?

(1) Introduce customs and border protection, or the relevant provisions of the transport sector.

(2) To a farewell speech.

(3) Arrive to the airport, station or wharf beforehand.

(4) Get the traffic tickets, leading the team to a security zone or a wicket.

(5) Handle the aftermath.

11.全陪導(dǎo)游人員在陪同團隊過程中，應(yīng)做好哪些工作?

(1)與地接社和地陪的銜接工作; (2)團隊事務(wù)的參與工作;

(3)服務(wù)質(zhì)量監(jiān)督工作; (4)途中問題協(xié)調(diào)工作;

(5)全程安全管理工作。

What a national guide should do when accompanying with the team?

(1)The connection work between the travel agency and the local guide.

(2) Involved in team affairs.

(3) Quality of service monitoring.

(4) Problems on the way coordination.

(5) The security management during the full tour.

12. “合理而可能”原則是導(dǎo)游人員處理游客個別要求的出發(fā)點，“合理”是指什么?

(1)游客的要求不違法，符合中國人的道德規(guī)范，符合導(dǎo)游人員的職業(yè)道德;

(2)游客的要求不違反旅游協(xié)議合同，不改變既定行程;

(3)雖然造成合同的部分更改或預(yù)訂的改變.但游客愿意支付相關(guān)費用。

"Reasonable and probable" principle is a starting point that guides to deal with visitors’ individual requirements, what the meaning of "reasonable"?

(1) The requirements of visitors are not illegal, with Chinese ethics, compliance with professional ethics of tour guide.

(2) The tourists do not breach of the tourism agreement contract, and does not change the established travel.

(3) Although part of the contract changes or the book changes. But visitors are willing to pay the related costs.

13. 游客提出想邀請其親友隨團旅游，導(dǎo)游人員應(yīng)如何處理?

(1)看旅游車是否有空座; (2)征得全陪或領(lǐng)隊以及其他游客的同意;

(3)核實親友的身份; (4)請示旅行社批準; (5)收取相關(guān)費用。

If a tourist’s relative wishes to join the tour group, what are the procedures a guide must accomplish?

(1) Provide that there are empty seats of the coach or other vehicles available.

(2) The guide should first get allowance from the tour leader and group members.

(3) Verify the identity of relatives and friends.

(4) Upon approval of the travel agency, the guide is expected to ask the tourist to register.

(5) Collect the appropriate travel expenses, and provide the necessary documentation.

14. 發(fā)生漏接事故時，導(dǎo)游人員應(yīng)如何處理?

(1)首先應(yīng)如實地向游客說明原委; (2)誠懇地賠禮道歉;

(3)積極主動開展工作，爭取用熱情周到的服務(wù)重新贏得游客的信任。

How a tour guide to handle with the accident that the guide is not present when tourists arrive? (1) First, give an explanation of the event to visitors.

(2) Sincerely apologize.

(3) Actively work towards using warm and thoughtful service to win the trust of visitors.

15. 旅游活動計劃和日程的變更主要表現(xiàn)為哪三種結(jié)果?

(1)延長在當?shù)氐穆糜稳粘? (2)縮短在當?shù)氐挠斡[日程;

(3)被迫改變部分行程計劃。

Which three main changes of tourism plan and schedule mainly perform?

(1) Extension of local travel schedule.

(2) A reduction in local tour schedule.

(3) Forced to change part of the itinerary.

16. 地陪在首站赴飯店途中的導(dǎo)游服務(wù)主要包含哪些環(huán)節(jié)?

(1)致歡迎詞; (2)說明相關(guān)事項; (3)介紹本地概況和沿途風光; (4)介紹飯店概況。

Which links are included when a local guide services to a group on the way to the first hotel?

(1)Give a welcome speech.

(2) Describe the relevant matters.

(3) Introduce local profiles and the scenery.

(4) Introduce the hotel profile.

17. 領(lǐng)隊服務(wù)中，海外緊急情況的預(yù)防和處理主要應(yīng)注意哪些細節(jié)?

(1)領(lǐng)隊人員應(yīng)牢固樹立安全意識; (2)引導(dǎo)游客尊重當?shù)鼐用窈兔袼?

(3)時刻提醒游客防范旅游風險;

(4)果斷處理各種突發(fā)情況，將游客的人身安全放在第一位。

A tour leader in service, what details should pay attention to due to overseas emergency prevention and treatment?

(1) The tour leader should foster safety awareness.

(2) Guiding tourists to respect the local population and folklore.

(3)Reminding tourists is against travel risks.

(4)Dealing a variety of emergency situations decisively, and putting the personal safety of visitors in the first place.

18. 酒店火災(zāi)事故中，如果團隊被大火和濃煙包圍，導(dǎo)游人員引導(dǎo)游客自救的方法有哪些?

(1)穩(wěn)定游客情緒，提醒游客不要乘坐電梯逃生;

(2)用毛巾捂住口鼻，身子盡量貼近地面，沿墻根匍匐爬行;

(3)如大火封閉房門，可用濕布塞住門縫，不斷往門上澆水降溫，等待救援;

(4)在窗口搖動色彩鮮艷的衣物，呼喚救援人員。

(1) The guide should report the fire immediately to the police.

(2) The guide should inform the tourists that there is a fire and lead them to a safe place through a safe emergency exit. While fleeting the fire, tourists must be warned not to take the elevator. Tourists may become trapped in the elevator due to power failure caused by the fire.

(3) Obey staff member’s unified command. Evacuate tourists through the extra exit rapidly.

(4) Lead tourists to save themselves. Don't take the elevator; use wet things to cover oneself, wave colorful things to call rescue people.

(5) Help to deal with rehabilitation works.

19. 導(dǎo)游人員可以從哪幾個方面了解游客的心理?

(1)從國籍、職業(yè)、年齡、性別和社會地位了解游客心理;

(2)從旅游動機了解游客心理;

(3)從旅游活動不同階段游客的表現(xiàn)了解游客心理。

Which aspects can a tour guide receive to understand the psychology of tourists?

(1) By nationality, occupation, age, sex, social status and psychological to get understanding of visitors.

(2) By motivation to understand tourists’ psychology.

(3) From the performances in different stages of tourist activities to understand the psychology of tourists.

20. 團隊中領(lǐng)隊、全陪、地陪和司機該如何友好合作，才能更好地完成接待任務(wù)?

(1)尊重并支持彼此的工作; (2)生活上互相照顧;

(3)出現(xiàn)問題時，以合同為依據(jù)，據(jù)理分析，避免正面沖突。

How a team leader, a national guide, a guide and a driver to cooperate friendly to better reception?

(1) Respect and support for each other's work.

(2) Take care of each other in life.

(3) If a problem occurs, according to the contract, argue analysis, to avoid confrontation.

21. 在旅游過程中，游客利益受損，會向?qū)в稳藛T現(xiàn)場投訴，導(dǎo)游人員應(yīng)如何處理?

(1)認真傾聽，做好記錄; (2)誠懇道歉，及時彌補;

(3)勇于檢討，把握尺度; (4)不計前嫌，更好服務(wù)。

In the course of travel, how a tour guide to do when tourists complain to the tour guide in the spot because of their damaged interests?

(1) Listening to them carefully and record,

(2) Sincerely apology and make up.

(3) Courage to review and grasp the scale

(4) To forgive, and offer better service.

22. 特殊旅游團隊主要包括哪些類型?

(1)政務(wù)型團隊; (2)宗教型團隊; (3)青少年團隊; (4)銀發(fā)團隊;

(5)特殊人群團隊; (6)其他成員特殊、旅游目的特殊的團隊。

What types are special package tours including?

(1) The type of governmental team.

(2) The religion-oriented team.

(3) The youth teams.

(4) The senior team.

(5) A special group team.

(6) Other special teams with special tourism purposes.

23. 作為政務(wù)型團隊的導(dǎo)游人員，應(yīng)在哪些方面多加留意?

(1)重視禮貌禮節(jié)，認可團員的社會身份; (2)注意自己的身份;

(3)突出團隊的主要領(lǐng)導(dǎo); (4)除非合同明確規(guī)定，不得安排定點購物。

As a tour guide of the administrative team, what should he pay more attention to?

(1) The politeness rituals, social identity of an authorized member.

(2) Notifying his identity.

(3) Showing the main leadership of the team.

(4) Unless expressly provided in the contract, not permitting arranges designated shopping.

24. 導(dǎo)游人員在青少年旅游團隊接待中應(yīng)把握哪些服務(wù)要點?

(1)行程要適合孩子的特點; (2)每天的行程不宜過于緊密;

(3)要了解青少年關(guān)心的知識領(lǐng)域，把握青少年心理特點，講解生動靈活;

(4)要注重安全防范。

What services points should a tour guide take in the youth travel teams?

(1) The itinerary being suit for characteristics of children.

(2) The schedule should not be too close.

(3) Understanding the knowledge areas that young people are interested, and grasping the psychological characteristics of young people, to give interactive explaining.

(4) Paying attention to the safety precautions.

25.導(dǎo)游人員可以從哪幾個方面做好銀發(fā)旅游團隊的服務(wù)工作?

(1)服務(wù)中的耐心和細心;

(2)加強講解、住宿、餐飲等服務(wù)的針對性，多提醒注意事項;

(3)行程節(jié)奏舒緩;

(4)不折不扣落實相關(guān)優(yōu)惠政策。

Tour guides from which silver Group services work?

(1) The patience and care in the service.

(2) Explain, accommodation, catering and other services targeting many reminder notes.

(3) The stroke rhythm.

(4) Implement relevant preferential policies to the letter.

26.散客旅游團隊有哪些特點?

(1)服務(wù)承諾的差異; (2)參團價格的差異;

(3)成員社會地位的差異; (4)客人期望值的差異。

What the characteristics they are for independent tour group?

(1) The differences of service permission.

(2) The differences offered price.

(3) The differences in social status of all the members.

(4) The differences of guests’ expectations.

27. 面對紛繁復(fù)雜的散客旅游團隊，導(dǎo)游人員應(yīng)堅持哪些服務(wù)原則?

(1)精心化解矛盾的原則; (2)服務(wù)主導(dǎo)的原則;

(3)服務(wù)多樣性原則; (4)以建設(shè)團隊文化為先導(dǎo)的原則。

Facing the complex independent tour groups, which service principles a tour guide should adhere?

(1) The principle of resolving conflicts elaborately.

(2) Services-oriented principle.

(3) The principle of servicing diversity.

(4) The leading principle of building team cultures.

28. 導(dǎo)游人員應(yīng)當重視自身美學(xué)修養(yǎng)的培養(yǎng)，培養(yǎng)的途徑有哪些?

(1)積累美學(xué)知識，培養(yǎng)審美意識; (2)提高文化素質(zhì)，培養(yǎng)審美能力;

(3)注重總結(jié)提煉，提高審美水平。

A tour guide should pay attention to their cultivation of aesthetic accomplishment, what are the ways of the development?

(1) Accumulating knowledge of aesthetics, and cultivating consciousness of aesthetics.

(2) Improving cultural quality and cultivating aesthetic judgment.

(3) Focusing on the summary extraction, and improving aesthetic level.

29. 帶團過程中，游客可能提出一些不可能滿足的要求，導(dǎo)游人員常用的拒絕藝術(shù)有哪些?

(1)微笑不語法; (2)先是后非法; (3)順水推舟法; (4)避實就虛法。

In the possession of the group tour, visitors may make some requirements which are impossible to meet, what arts are for tour guides to deny?

(1) Smiling instead of speaking.

(2) Denying after the certain.

(3) Make law.

(4) The deficiency by avoiding the excess.

30.導(dǎo)游人員常用資料的搜集方式有哪些?

(1)查閱文獻資料; (2)優(yōu)秀導(dǎo)游的言傳身教; (3)培訓(xùn)與強化訓(xùn)練;

(4)處處留心皆學(xué)問; (5)加強實踐與總結(jié)。

Which collection methods are there, by which tour guides are used to collect materials?

(1) Consulting the literature material.

(2) Deeds of outstanding tour guides.

(3) Training and intensive training.

(4) Always paying attention to knowledge.

(5) Strengthening practice and summary.

編輯推薦：

2019年導(dǎo)游資格考試真題（更新中）

2019年導(dǎo)游證成績查詢時間及入口

全國導(dǎo)游資格考試輔導(dǎo) 全新課程上線

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