导游规范服务

 

（QUESTIONS AND ANSWERS ON NORMAL SERVICES OF TOUR GUIDES）

1. What are the main points that the local guide must try to make sure when reading the tour plan of the group in order that he would not miss meeting the group or fail to meet a group at the airport, train station or any other ports?

The local guide must pay attention to the following points:

(1) The name and telephone number of the tour operator of the domestic tour organizer travel service.

(2) The number of people in the group and the name, sex and occupation of the tourists.

(3) The arrival time and the place of the plane or train that the group is going to take.

(4) For an inbound tourist group, he must also know the name of the overseas tour organizer travel service, the name or code of the group, the name of the tour escort, the language they speak, nationality and religious belief of the tourists and the entry and exit cities of the group.    

1.为了避免接团时发生误接﹑漏接和空接，地陪在阅读接待计划时应注意弄清哪些内容？

地陪必须注意以下几点:  
答：
（1）国内组团社联络人和全陪的姓名及电话号码；

（2）旅游团成员的人数、性别、姓名和职业；
（3）团队抵达本地时所乘的交通工具的班次、时间和接站地点；
（4）接待入境团时还要了解客源地组团社和领队的名称﹑旅行团的外语名称或代号﹑游客的国籍﹑语言和宗教信仰以及旅行团的入（出）境地点等。

2. What are the main points that the local guide of an inbound tourist group must get to know about the transport tickets for the group?

In regard to transport tickets for the group, the local guide must try to get the answers to the following questions:

(1) Have the group’s transport tickets for the next destination been booked according to schedule or have they been changed? And, has the changed booking been confirmed?

(2) Are there any return tickets for the group?

(3) Do the tourists hold international air-tickets for domestic flight?

(4) Whether their return tickets have been reconfirmed.

2．接待入境团的地陪应从哪几方面掌握交通票据的情况？
答：
（1）团队往下一站的交通票是否按计划订妥﹑有无变更以及更改后的落实情况；
（2）是否有返程票；
（3）是否有国内段国际机票；
（4）他们的返程机票是否已重新经确认好。

3. In what ways must the local guide make preparations for conducting a group in respect to language and knowledge?

(1) Before the group arrives, the local guide must familiarize himself with the explanatory materials on the places that the group is going to visit. For an English-speaking guide, he must also make preparations for the English way of expressing himself.

(2) For a tourist group that is composed of people in a special trade, the local guide must try to acquaint himself with the knowledge and technical terms of their specialty.

(3) In addition, the local guide must be well prepared for questions about hot talks of the town, important news at home and abroad and any other subjects that the tourists may be interested in.

(4) If the local guide himself is new to the places to be visited by the group, he must try his best to familiarize himself with them beforehand.

3．地陪上团前应如何做好语言和知识方面的准备？
答：
（1）根据接待计划上确定的参观游览项目，做好讲解内容的准备,外语导游还要做好语言表达方法上的准备；
（2）接待有专业要求的团队，要做好相关专业知识、词汇的准备；
（3）作好当前的热门话题、国内外重大新闻、游客可能感兴趣的话题等方面的准备；（4）对自己不熟悉的景点应事先设法作详细了解。

4. While meeting an inbound group in the airport or train station, how can the local guide make sure that the group he is meeting is the very one he should meet?

The local guide must make certain that:

(1) The local guide must ask the tourists what country they come from and inquire of them about the names of their tour escort and their national guide, the name of the travel service in their own country and the name of the tour organizer travel service in China.

(2) If the group has neither escort nor national guide, he must inquire of the tourists their nationality, the name or code of the group, and the number of people and the main itinerary of the group.

4．接待入境团的地陪在机场或车站接团时，应如何确认某一团队是否是自己应接的团？

答：
（1）应问清该团来自哪个国家（地区）、客源地组团社和国内组团社的名称、领队和全陪的姓名等；

（2）如该团没有领队和全陪，地陪应与该团成员核对团名、团号、国别及游客人数、姓名并核实其主要行程。

5. Try to make a welcome speech to a tourist group in the name of a local guide. The following points should be included:

(1) According the tourists a welcome for their visit to your city on behalf of your travel service, the driver and yourself;

(2) Introducing yourself and the travel service you work for;

(3) Introducing the driver;

(4) Expressing your willingness and desire to render good services to the tourists;

(5) Wishing the tourists a pleasant stay in your city.

5．试以地陪的身份对旅行团致一段规范的欢迎辞。

答：要求包括以下内容：

（1）代表所在接待社、司机及本人欢迎客人的光临；

（2）介绍自己的姓名及所属单位；

（3）介绍司机；

（4）表示提供优质服务的诚挚愿望；

（5）预祝游客旅游愉快。

Reference Example:

A Local Guide’s Welcome Speech (For Reference)

Good morning, Ladies and Gentlemen:

Welcome to Guangzhou! My name is … Our driver’s name is … I work for Guangzhou China International Travel Service, and we two have the pleasure of being your guides during your stay in Guangzhou (or we are very glad to be with you during your visit to our city). I expect that this is the first trip to Guangzhou for most of you. We’ll do our best to make your stay here enjoyable, restful and comfortable, so please feel free to let us know whatever complaints you may have about our work or the hotel service, or whatever, so we can improve in good time. We look forward to your cooperation. Wish you enjoy your tour in our city and have fun.

参考示例:

地陪欢迎词 (仅供参考)

女士们,先生们: 早上好!

欢迎来到广州，我的名字是xxx, 我们的司机的名字是xxx。我是中国国际旅行社广州分社的导游,在你们逗留期间我们俩很荣幸做你们的导游(或我们非常高兴在你们访问我们的城市期间能与你们在一起)。我估计这次是你们的大多数人第一次广州到广州来吧。在你们逗留广州期间我们会尽力让你们在这里过得愉快、休闲与舒适。因此如有任何关于我们工作或酒店服务等方面的不满意,请不要介意告诉我们。这样我们便可以及时改进。我们期待着你们的合作。愿你们享受这里的旅游，同时玩得开心。

6. What things should be mentioned when the local guide is telling the tourists the general conditions of his city?

When giving the tourists a general idea of the city, the local guide should refer to such things as:

(1) The city’s climate, population, administrative divisions, social life, cultural tradition, special products and its history.

(2) In the meantime, he should take occasion to tell the tourists something about the

city’s developments in economy and municipal construction as well as the streets and important buildings along the way.

6．地陪在向游客作当地概况介绍时，应包括哪些内容？
答：
（1）介绍当地的概况应包括气候条件、人口、行政区域划分、社会生活、文化传统、土特产品、历史沿革等；
（2）还要适时介绍当地的市貌、发展概况及沿途经过的重要建筑物、街道等。

7. How can the local guide keep in touch with the tourists after the group has checked in at the hotel?

The local guide must write down all the room numbers of the group, especially those of the tour escort and the national guide. He should also tell the tour escort and the national guide his own room number and telephone number so that they may reach each other in time of need.

7．在游客入住酒店后，地陪应如何保持与旅行团的联系？
答：地陪要掌握领队、全陪和团员的房间号，并将与自己联系的办法如房间号、电话号码等告诉全陪和领队，以便有事时尽快联系。

8. What should the local guide do if the tour escort or the national guide proposed to make a minor change or add a new item to the sightseeing program?

(1) The local guide should report the matter to the travel service leadership and try his best to arrange it if their proposal is reasonable and feasible.

(2) If an extra charge must be made for the added item, he must let them know in advance and must collect the money at the set price.

(3) If it is difficult or impossible to meet their demand, he must give them a clear explanation and patiently persuade them to follow the original program.

8．当领队或全陪对接待计划提出小的修改意见或增加新的游览项目时，地陪应如何应对？
答：（1）及时向旅行社有关部门反映，对合理又可行的要求，应尽量予以满足；
（2）对需要加收费用的项目，地陪要事先向领队或游客讲明，按有关规定收取费用；
（3）对确实无法满足的要求，地陪要详细解释，耐心说服。

9. In what way should the local guide collect the checked luggage of the group that has just arrived?

(1) When the group has arrived, the local guide should help the tourists get their luggage together at a designated place and remind them to check and make sure that their bags are all in good condition.

(2) Together with the tour escort and the national guide, he should count to get the right number of pieces and then hand them over to the luggage man of the local travel service through necessary procedures.

(3) If something is missing or damaged, he should help the owner to approach departments concerned to report and register the loss or claim compensation for the damaged.

9．有托运行李的旅行团抵达本地后，地陪应如何清点行李？

答：
（1）地陪应协助本团游客将行李集中放在指定位置，提醒游客检查自己的行李物品是否完整无损；

（2）与领队、全陪核对行李无误后，移交给行李员，双方办好交接手续；

（3）若有行李未到或破损，地陪应协助当事人到有关交通部门办理行李丢失或赔偿申报手续。

10. What should the local guide remind the tourists to do when they are going to leave the bus for sightseeing?

On this occasion the local guide should advise the tourists to remember the model, color, number and special sign of the tour bus. He should also tell them where the bus will be parking and what time they will be leaving for the next destination.

10．游客下车参观景点前，地陪应向他们交代什么？
答：地陪要讲清并提醒游客记住旅行车的型号、颜色、标志、车号，以及停车地点、开车的时间等。

11. What are the main points that need the local guide’s attention in regard to the travel certificates of the tour escort and other tourists?

(1) Under normal conditions, the local guide should not keep the travel certificates of the tourists. If  he needs to use them, he must return them to the tourists as soon as he has finished using them.

(2) On the day before the group leaves, the local guide should check his own belongings to see if he has kept any of the group’s passports or other papers and, if any, should hand them back personally to their owners without delay.

(3) Some hotels request that the tour escort should leave his passport at the reception department when the group checks in at the hotel. In this case, the local guide must remind the tour escort to take it back when the group checks out to leave the hotel.

(4) When a foreign group is going to leave the country, the local guide should remind the tourists to check and make sure that they have their passports and Customs declaration forms readily available for examinations by the Customs and immigration officers. (They must not pack them into their bags to be checked.)

11．在领队和游客的证件保管、使用方面，地陪应做哪些工作？
答：
（1）一般情况下，地陪不应保管团队的旅行证件。如需使用游客的证件办理某项手续时，应在用完后立即归还游客；
（2）在离站前一天，地陪要检查自己的物品，看是否保留有游客的证件、票据等，若有应立即归还，当面点清；

（3）某些酒店在旅行团入住时，要求领队将其证件留在总台，地陪应在旅行团离店时提醒领队取回自己的证件；

（4）入境团出境前，要提醒游客准备好护照和申报单，以便交边检站和海关检查。

12. How can the tour guide ensure that the tourists will not get lost?

To prevent the tourists from getting lost, the tour guide must do a good job of the following:

(1) The local guide must request that the tourists should bear in mind the names of the local travel service and the hotel and the number of the tour bus, that they must not wander too far away from the group while it’s moving on, and that they must not come back to the hotel too late if they leave the group to stay behind or when they go out of the hotel by themselves.

(2) During the sightseeing tour, the local guide should often announce the itinerary of the day so as to keep the tourists informed of such things as the route of the tour, the time and place for meals, the time and place to assemble and the parking place of the tour bus.

(3) The tour guide should stay together with the tourists all the time and frequently count the number of people in the group.

(4) The local guide, the national guide and the tour escort must closely cooperate in their work. While the local guide leads the way for the group, the national guide and the tour escort should bring up the rear.

(5) The local guide’s explanatory speeches must be interesting enough to attract the tourists’ attention so that they would not wander away from the group.

12．导游人员应如何预防游客走失？
答：
（1）导游人员要提醒游客：记住地接社名称、车号、酒店名称，团队行进时不要离团太远，在外逗留或自行外出时回酒店不要太晚。
（2）在参观游览过程中，经常向游客预报行程并讲清用餐时间、地点，游览线路，集合时间、地点以及停车地点。
（3）时刻与游客在一起，经常清点人数。
（4）地陪、全陪、领队密切配合；地陪在前领路，全陪、领队做好断后工作。
（5）地陪要以精彩的讲解吸引游客。

13. What should the local guide tell the tourists when the group is going to check in at the hotel?

When the group is going to check in at the hotel, the local guide should tell the tourists where they can change their money, how to find the place for entertainment and the locations of the stores, public toilets and the Chinese and Western-food restaurants and so on. In addition, he should also make the tourists acquainted with matters deserving their attention while staying in the hotel.

13．地陪在旅行团入住饭店时，应向游客交代什么？
答：地陪应向全团介绍酒店内的外币兑换处、中西餐厅、娱乐场所、商场、公共洗手间等设施的位置，并讲清入住的注意事项。

14. What should the local guide do before, during and after meals in order that meals for the group could be properly arranged?

(1) Before meals, the local guide must check such things as place, time, number of diners and per capita price for the meals and particular requests of the tourists, and try to make sure that all these have been properly arranged.

(2) When the tourists are having their meals, the local guide should go, once or twice, around the dining-room to answer questions of the tourists and to supervise the service of the restaurant.

(3) After meals, the local guide must settle the bills strictly in accordance with the fixed per capita charge and the actual number of diners.

14．地陪在团队用餐前、用餐时和用餐后要做好哪些工作？
答：（1）用餐前，地陪要提前对用餐地点、时间、人数、标准、特殊要求等逐一核实并确认；
（2）用餐时，地陪应巡视团队的用餐情况一两次，解答游客在用餐中提出的问题，并监督、检查餐厅的服务质量;

（3）用餐后，地陪要严格按实际用餐人数、标准与餐厅结账。

15. What is the right way for the local guide to deal with the recreational activity that is included or excluded in the group’s scheduled program?

(1) If the activity is included in the group’s itinerary, the local guide is duty-bound to accompany the

tourists to attend it and make them acquainted with the performance.

(2) If it is not included in the group’s itinerary, for instance, if the tourists ask to watch a theatrical performance at their own expense, the local guide can help them with such things as buying admission tickets or hiring a taxi but usually he has no occasion to keep them company.

(3) When the group is staying in a large place of recreation, the local guide should advise the tourists against separating themselves from the group. He must also keep an eye on the movement of the tourists and the condition of the surroundings so as to be prepared for any contingency.  

15．地陪应怎样安排好旅游团计划内和计划外的文娱活动？

答：
（1）如果是计划内的文娱节目，地陪应陪同前往，并介绍情况;

（2）如果是计划外的文娱活动（如游客提出自费观看文娱演出或参加某种娱乐活动），地陪一般应予以协助，但通常不陪同前往；

（3）当游客要去大型娱乐场所活动时，地陪应提醒游客不要走散，并留意其动向和周围的环境，以防不测。

16. What should the local guide do when the group is going to leave the hotel?

(1) When the group is about to leave the hotel, the local guide must collect all the heavy bags of the tourists for consignment if they have any. And, together with the tour escort, the national guide and the luggage man, he should check the number of pieces and the packing condition of the luggage at an appointed time.

(2) Under normal conditions, he should go through the check-out formalities before 12:00 noon.

(3) Before the group leaves, he should remind the tourists to pay the hotel bills and return the keys to the reception desk in case they should forget. When the tourists are all seated in the bus, he should carefully count the number of people and remind the tourists to check and make sure that they have nothing left behind in the hotel.  

16．旅行团离开当地饭店前，地陪要做好哪些工作？

答：
（1）集中交运行李。如旅行团有行李须交付托运，地陪要按商定好的时间与领队、全陪、行李员一起清点行李并检查行李的包扎情况。

（2）办理退房手续。如无特殊情况，地陪应在中午12点前办理退房手续;

（3）集合登车。离开饭店前，地陪要询问游客与饭店的帐目是否结清，请游客将房间钥匙交回服务台；集合游客上车，等游客入座后，要仔细清点实到人数，提醒游客检查有无遗漏物品。

17. What should the local guide do when the sightseeing tour of the day is coming to an end and the tourists are all seated in the bus on the way back to the hotel?

(1) On this occasion, the local guide should review the sightseeing tour of the day, tell the tourists more in detail about what they have seen and answer their questions, if they have any.

(2) If the tour bus is not going the same way back to the hotel as it came out, the local guide should take occasion to acquaint the tourists with the sights passed by.

(3) Before the tourists get off the bus, the local guide should announce the program for the evening and for the next day, and tell them the time to leave and the place to meet.

(4) On arriving at the hotel, the local guide should remind the tourists to take all their belongings with them when they leave the bus.

(5) When the bus is parked, the local guide should be the first to get off the bus and stand at the door to say good-bye to the tourists while watching them getting off the bus.

17．在结束一天的游览返回饭店的途中，地陪有哪些工作要做？

答：
（1）返回饭店的途中，地陪应回顾当天参观、游览的内容，必要时可补充讲解并回答游客的问询;

（2）如旅行车不从原路返回饭店，地陪应作沿途风光导游;

（3）在游客下车前，地陪要预报晚上或次日的活动日程、出发时间、集合地点等;

（4）提醒游客带好随身物品;

（5）地陪要先下车，照顾游客下车，并向他们道别。

18. What are the three “outposts” that a tourist group has to pass through before it enters a foreign country?

The three “outposts” refer to the check-posts of the three authority organs of the destination country, that is, the Customs, immigration and quarantine check-posts stationed at the city of entry to the destination country. (This means that, before the group is allowed to enter the country, it must go through all the checking and examination formalities of the Customs, immigration and quarantine authorities of the destination country.)

18．旅行团进入旅游目的地国家时，需要过哪“三关”？

答：就是要办理有关入境的三项检查手续：卫生检疫、证件查验、海关检查。

19. How long before departure time must tourist groups arrive at the airport, train-station or pier so as to ensure that they will not lose the flight, train or ship？

In order that the tourist group will not risk losing the flight, train or ship, the tour guide must manage to ensure that his group will arrive at the airport, train station or pier at an earliest possible time. Specific requirements are:

(1) If the flight is an international flight or is destined for a coastal city, the group must get to the airport 2 hours before departure time;

(2) For domestic flight, 90 minutes before departure time;

(3) For train and ship, one hour before departure time.

19．为了避免误机（车、船）事故的发生，导游送团时在时间安排上要注意什么？

答：导游团送团时，应确保团队在飞机或车、船离站前抵达机场或车站、码头，具体要求是：

（1）乘坐出境航班或去沿海城市的航班，提前2小时;

（2）乘坐国内航班提前1.5小时；

（3）乘坐火车、轮船提前1小时。

20. On what principle must the national guide insist when discussing the sightseeing program with the local guide?

The national guide’s duty is to ensure that the tour itinerary worked out by the tour organizer will be fully implemented by the tour executor travel service. So, …

(1) If the local guide suggests a change in the itinerary, the national guide must insist that the order of visits to places of tourist interest can be changed but none of the items in the program can be omitted. When occasion requires, he should report the matter to the tour organizer travel service.

(2) In case the local guide proposes to add an item with extra charge, the national guide must get the common consent of the group before he agrees to the proposal.

20．全陪在与地陪商定日程时，应掌握怎样的原则？

答：
（1）如果地陪修改日程，全陪应坚持“调整顺序可以，减少项目不行”的原则，必要时报告组团社；

（2）地陪推荐自费项目时，全陪要征求全体旅游团成员的意见。

21. What is the national guide required to do whenever the group arrives at a destination city?

Every time the group arrives at a destination city, the national guide is duty-bound …

(1) To acquaint the local guide with things in the group so as to help him with his work;

(2) To supervise the service of the local travel company and, if he thinks necessary, put forward some suggestions;

(3) To take care of the tourists to guard against any possible accidents and to solve problems arising from accidents, if any;

(4) To give advice to the tourists when they are shopping;

(5) And, to make contacts with people concerned, especially with the travel service in the next destination city, so that the group may travel smoothly.

21．每到一个旅游目的地，全陪都要做好哪些工作?

答：
（1）全陪应向地陪通报旅游团的情况，并协助地陪工作；

（2）监督各地服务质量，酌情提出改进意见和建议；

（3）保护游客的安全，预防和处理各种事故；

（4）为游客当好购物顾问；

（5）做好与下一站的联络工作。

22. What role does a national guide play in the tour activities, and what are his responsibilities?

The national guide is the representative of the tour organizer travel service. He must join the group throughout journey and take part in all its activities. His duty is to make the whole trip of the group well connected between destination cities along the route of the journey, to supervise the service of the local travel companies to ensure that the set itinerary for the group will be carried into effect, and to coordinate and harmonize the relations between the tour escort, the local guide and the driver.

22．全陪在旅行团的旅游活动中充当什么角色？承担什么责任?

答：全陪是组团社的代表，应自始至终参与旅游团队的全程活动，负责旅行团行程中各环节的衔接，监督接待计划的实施，协调领队、地陪、司机等接待人员之间的关系。

23. In what ways must the national guide supervise the shopping arrangements for the group and how should he help the tourists to do shopping?

(1) If the local guide has arranged too many times for the group to do shopping and if shopping has taken up too much of the time for sightseeing, the national guide must advise the local guide against the arrangements.

(2) When the tourists are shopping, the national guide should advise them to examine the price and quality of the articles they are thinking of buying so that they should not buy any inferior goods or fake products.

(3) When some foreign tourists have bought something valuable, especially antiques, the national guide should remind them to keep the receipts for Customs examination. For purchase of ready-prepared Chinese medicines or Chinese medicinal materials, he should tell them the relevant regulations of the Chinese Customs.

23．全陪在旅行团购物时，应如何发挥监督与指导作用？

答：

（1）如地陪安排购物次数过多或延长购物时间，全陪要及时交涉；

（2）购物时，要提醒游客注意商品的质量和价格，谨防假货或以次充好；

（3）入境团游客购买贵重物品特别是文物时，要提醒其保管好发票以备出海关时查验；在他们购买中成药、中药材时，要向其讲清中国海关的有关规定。

24. What is the national guide required to do when the group has arrived in the hotel?

(1) When the group has arrived in the hotel, the national guide must take an active part in the work of checking in at the hotel.

(2) While the responsibility of assigning rooms to the group members is usually undertaken by the tour escort, the national guide must keep a rooming list of the group. He should also exchange room numbers with the tour escort so that they may reach each other in case of need.

(3) When the tourists have got their room numbers, the national guide should show them the way to their rooms.

(4) If the local guide is not staying in the hotel for the night, the national guide must take full responsibility of taking care of the group.

(5) In addition, the national guide should note down the telephone number of the hotel reception and must inquire of the local guide about the way of getting in touch with him in case of emergency.

24．在旅行团抵达酒店时，全陪有哪些工作要做？

答：

（1）积极主动地协助领队办理旅游团的入住手续；

（2）请领队分配住房，全陪要掌握住房分配名单，并与领队互通房号以便联系；

（3）热情引导游客进入房间；

（4）如地陪不住酒店，全陪要负起全责，照顾好旅行团；

（5）掌握酒店前台的电话号码以及与地陪联系的办法，以备必要时联系。

25. What should the national guide do in order to supervise the service quality of the local travel agencies?

(1) If the sightseeing program in a city is much the same as those in the preceding cities, the national guide must suggest that the local guide should make some changes.     

(2) He must frankly give his opinions to the local guide if he has any complaint about the service of the local tour company; for example, if the meals, hotel or tour bus arranged by the local tour company do not come up to the agreed standards, if the local guide deliberately cancel an item on the sightseeing program in an attempt to add another item for extra charge before he is authorized to do so, or if shopping has taken up too much of the time for sightseeing.

(3) If his efforts of talking to the local guide have no effect, he should refer the problem directly to the local travel service leadership or report the matter to the tour organizer if necessary.

25．在监督各地服务质量方面，全陪应采取怎样的措施？

答：

（1）若某地的活动安排与前几站有明显重复，全陪应建议地陪作必要的调整；

（2）若对当地接待工作有意见（如住房、餐饮、车辆达不到原协议的标准﹑地陪擅自减少取消旅游项目或收费加点以及过多安排购物等），要诚恳地向地陪提出。

（3）如仍未改善，则直接向接待社提出，必要时向组团社报告。

26．What should the national guide of a foreign tourist group do when the group is about to leave the country?

(1) When a foreign tourist group’s trip to our country is coming to an end and the group is going to leave the hotel for the airport or train station, the national guide should remind the tourists to check and make sure that they have all their belongings with them and have their travel certificates within easy reach.

(2) On the way to the airport or train station, he should earnestly ask the tourists for their comments or complaints on the tour.

(3) When the bus is arriving at the airport or train station, he should make a farewell speech to give thanks to the tourists for their cooperation and understanding and express his expectation for their return.

26. 在入境团即将离境时,全陪要做好哪些工作？

答：
（1）当旅行结束时，全陪要提醒游客带好自己的物品和证件；

（2）征求游客对整个接待工作的意见和建议；

（3）致欢送辞，对客人给予的合作表示感谢并欢迎再次光临。

27. Try to make a farewell speech to the tourists in the name of a national guide. The following points should be included in the speech:

(1) Reviewing the trip of the group and giving your thanks to the tourists for their cooperation.

(2) Expressing your friendliness to the tourists and your reluctance and regret to part with them.

(3) Inviting suggestions and opinions from the tourists.

(4) Offering apologies to the tourists if things on the tour were not going smoothly or if the tourists are not satisfied with the service they have received.

(5) Expressing your good wishes to the tourists  

27．试以全陪的身份对旅行团致一段欢送辞。

要求包括以下内容：

（1）回顾旅游活动，感谢大家的合作；

（2）表达友谊和惜别之情；

（3）诚恳征求游客对接待工作的意见和建议；

（4）若旅游活动中有不顺利或旅游服务有不尽如人意之处，导游人员可借此机会再次向游客赔礼道歉；

（5）表达美好的祝愿。

Reference Example:

A National Guide’s Farewell Speech (For Reference):

Ladies and Gentlemen:

Your visit to China is now coming to an end. In the last 10 days, you have climbed up on the Great Wall, which is one of the eight wonders of the world and was once said to be the only man-made object on earth man could see from the moon; you have visited the home of the Ming and Qing emperors - the Forbidden City in Beijing; you have reviewed the guards of honor of the Qin emperor in Xi’an, I mean the 6000 terracotta figures of soldiers and horses dating back over 2000 years; you have feasted your eyes on the beautiful karst scenery in Guilin, and you have just tasted the best Chinese food in Guangzhou… Anyway, you have got an idea of how China looks like. But China is a big country with a vast territory of 9.6 million square kilometers, with a population of 1.3 billion and a recorded history of nearly 5000 years. A 10-day visit to China, as a Chinese idiom goes, is just like a hurried journey of dragonflies, skimming the surface of the water looking for food. Therefore, you should come again if you want to get a better understanding of the country. I look forward to seeing you again in China in the near future.

However, I know it is time you went home and rejoined your family. On this occasion before your immediate departure, I should say I’ve got a very nice group of very nice people and it’s been my pleasure staying with you over the last 10 days. I understand that the tour may be not a satisfaction to you all and our work leaves much to be desired, so any comments or complaints from you will be much appreciated.

Friends, yours has been such a nice group that I hate to say good-bye to you and so I say “See you again!” Take care everybody and I wish you a pleasant journey home!

参考范例:    全陪告别词 (仅供参考):

女士们,先生们:

你访问中国现在即将结束。在过去10天里,你们登上了长城, 万里长城是世界八大奇迹之一,据说曾经是从月球上能看到的地球上唯一的人造物体。你们访问了明朝和清朝皇帝的家——北京紫禁城;你们检阅了秦始皇帝在西安的仪仗队,我的意思是那追溯到2000多年前的6000多秦兵马俑；那美丽的桂林喀斯特风景令你们一饱眼福；你们刚刚还在广州品尝了最好的中国菜…...。总之,我想中国是怎么一个样子你们已经有了一定的了解。但是,中国是一个大国,地域辽阔，有着960万平方公里国土,人口13亿,承载了近5000年的历史。为期10天的访问中国就像中国的成语--“蜻蜓点水”。因此, 如果你们能够再来你们将会对这个国家有更好的理解。我期待着在不久的将来在中国再次见到您。

然而,我知道这该是你们回家与家人团聚的时间了。在你们即将离开的时刻,我应该说我接待了一个很好团和一群很好的人。这是我的荣幸和你们一起度过了过去的10天。我知道这次旅游不能令你们所有人都满意你，我们的工作还有很多不尽如人意的地方,所以你们对我们如有任何的意见或投诉，我们将会不胜感激。

朋友们,你们是这么好的一个团,我真的很不想与你们说再见,所以我只能说“再见到你!”大家保重,祝你们归途愉快!

28. In what manner must tour guides behave before the excessive demands and critical remarks of the tourists?

Before the excessive demands and critical remarks of the tourists, the tour guide must keep calm and behave reasonably and politely.

(1) First, they should have the patience to listen to the tourists and must not interrupt them to assert that their demands are unreasonable, or just find an excuse for refusal.

(2) Second, they should keep smiling all the time and must not talk back to the tourists or become impatient the moment he hears something unpleasing to the ear.

(3) Third, they should have the patience to explain to the tourists why it is impossible to satisfy their demands even if they are reasonable, and must not flatly refuse them simply by saying “No, it is impossible!”

28．面对游客的苛求和挑剔，导游人员应如何应对？
答：

（1）一要认真倾听，不要没有听完就指责游客的要求不合理或胡乱解释；
（2）二要微笑对待，不要一听到不顺耳的话就表示反感还恶语相向；

（3）三要耐心解释，对合理的但不可能办到的要求，要耐心地、实事求是地进行解释，不要以“办不到”一口拒绝。

29. What kind of relationship should be maintained between the tour guides and thetourists?

(1) The tour guides must bear in mind that they are the host and must behave as such. they should have the manner of being hospitable, courteous and thoughtful towards the guests.

(2) But the tour guides must not keep much too close a relation with the tourists. They should treat people equally and must not favor one and be prejudiced against the other. They must never tell tales among the tourists, nor must he get involved in the disputes between them.

29．在带团的全过程中，导游人员与游客之间应保持怎样的人际关系？
答：

（1）导游人员要记住自己是主人。要有主人热情好客的态度，要有主人的度量，对游客礼让三分。
（2）导游人员不要与游客过分亲近；不介入旅行团内部的矛盾和纠纷，不在游客之间搬弄是非；对待游客要一视同仁，不厚此薄彼。

30. How are tour guides to assist foreign tourists to meet with people in China?

When the foreign tourists in a group of a special trade are scheduled to meet with their Chinese counterparts, the tour guide is duty-bound to act as an interpreter. If another interpreter is appointed, he can just sit aside and listen quietly. In case the tourists want to meet with their friends or relatives in China, the tour guide can help them with arrangements, but usually he is not necessarily responsible for interpretation.

30．导游人员应如何协助、安排入境游客的会见活动？
答：

（1）当游客（主要是专业旅行团）会见中国方面的同行或负责人，必要时导游员可充当翻译；若另有翻译，导游员可在一旁静听。

（2）若游客要会见在华亲友，导游员应协助安排，一般情况下没有充当翻译的义务。

31. What must the local guide do before setting out to meet the tourist group in order that the tour bus for the group may be properly arranged?

In order to make sure that the tour bus for the group is properly arranged, the local guide must:

(1) Call the tour bus company to inquire about the model and number of the bus and the name and telephone number of the driver, and then …

(2) Get in touch with the driver to decide when and where they shall meet and, at the same time, tell the driver the itinerary and sight-seeing program of the group.

31．地陪在接团前应如何落实旅游车辆？
答：（1）与车队联系，确认车型、车牌号和司机姓名及电话；
（2）与司机确定接头地点并告知活动日程和具体时间安排。

32. What articles should the local guide get ready for conducting a tourist group?

Before setting out to meet the group, the local guide should get the following things ready for use in conducting the group: adequate copies of tourist maps or brochures and admission tickets according to the number of people in the group, vouchers or cash for payments for meals or other expenses, tour plan of the group, tour guide’s identity certificate, sign board and flag of his travel service and so on.

32．地陪上团前应准备好哪些物品？

答：上团前，按照人数领取导游图、门票、用餐结算单和费用，带好接待计划、导游证IC卡、本社社牌、导游旗、接站牌等必备物品。

33. What should the local guide do when the group is on the way to a tourist attraction?

When the group is on the way to the tourist resort for sight-seeing, the local guide should …

(1) Announce to the tourists the sight-seeing program of the day;

(2) Take occasion to make the tourists acquainted with the sights passed by; and ...

(3) Give them a general description of the place they are going to visit.

33．在旅行团前往景点参观的途中，地陪应做些什么？

答：

（1）重述当日的活动安排;

（2）做好沿途风光导游;

（3）扼要介绍景点的情况。

34. What should the local guide tell the tourists when they are gathering in front of the sketch map of the tourist resort? （20）

(1) On this occasion, the local guide should illustrate to the tourists the route of their procession, tell them how long they will stay and at what time and what place they shall meet to leave for the next destination.

(2) In the meantime, he should make clear other matters deserving their attention while visiting the place.

34. 在景点示意图前，地陪应向游客交代什么？

答：
（1）讲明游览路线、所需时间、集合时间和地点等；

（2）讲清游览参观过程中的有关注意事项。

35. What should the local guide tell the tourists when they are having an elaborate dinner of typical local dishes?

On this occasion, the local guide should try to make the tourists acquainted with the famous local dishes, their ingredients, ways of preparation and serving, eating, and the stories relating to them, if any.

35．在风味餐宴上，地陪要向游客介绍什么?

答：地陪要向游客介绍风味名菜的选料、烹制，有关典故及其吃法。

36. What is the right manner for the national guide to deal with the conflicts between the tour escorts and the group members?

(1) The national guide must not inquire deeply into the details of their conflict.

(2) He must not get involved in their disputes by stating his view to favor one side against the other.

(3) On the contrary, he must act as a peace-maker to mediate between them, if possible.

36．领队与客人之间出现矛盾时，全陪应该怎么办?

答：
（1）全陪对他们之间的矛盾不宜寻根究底；

（2）不宜发表自己的意见，不宜介入矛盾；

（3）必要时可帮助协调他们之间的关系。

37. What should the national guide do to ensure that the tourists will be safe from accidents while they are sightseeing?

(1) When the group is doing sightseeing, the national guide should help the local guide with his work. He should keep a close watch on the surroundings and the movements of the tourists so as to guard against accidents and see to it that the tourists will not wander away from the group.

(2) He should often advise the tourists to stay safe from danger and remind them to take care of their personal belongings. If unfortunately an accident should happen, he must rely on the local travel service to handle it properly.

37．在游览活动中，为了保护游客的安全，预防事故的发生，全陪要做什么？

答：
（1）在游览活动中，全陪要注意观察周围的环境，留意游客动向，协助地陪圆满完成导游讲解任务，避免游客走失或发生意外。

（2）全陪要提醒游客注意人身和财物安全；如突发意外，应依靠地方领导妥善进行处理。

38．What should the national guides do when the group is traveling long distance (by plane, train or ship)?

(1) When the group is traveling long distance by plane, train or ship, the national guides must try to seek help from the crews of the plane, the train, and the ship，working together to ensure that the tourists will be taken good care of and will stay safe from danger.

(2) They should also remind the tourists to watch the safety of their own persons and their personal belongings.

(3) They must have their meals and recreational activities properly arranged and make sure that they can have a good rest on board.

(4) Keep safely the baggage checks and other documents such as plane tickets, train tickets and boat tickets, and hand them to the local guide when arriving at the next destination;

(5) When traveling on train, he should help the tour escort to distribute in advance the compartments and berths to the group members

38．团队乘坐长途交通工具（机、车、船）时，全陪应做好哪些工作？

答：
（1）乘飞机（火车、轮船）时，全陪要积极争取民航、铁路、航运部门工作人员的支持，共同做好安全保卫、生活服务工作；

（2）在运行中，全陪应提醒游客注意人身和物品的安全；

（3）组织好娱乐活动，安排照顾好游客的饮食和休息；

（4）保管好行李托运单和飞机、车、船票等单据，抵达下站时将其交予地陪；

（5）乘火车旅行时，应事先请领队分配好包房、卧铺铺位。

39. What should the national guide do when the group is going to leave a city for the next destination?

(1) When the group’s visit to a city is coming to an end, the national guide should consult the local guide to make sure that transport tickets for the next destination are confirmed and…

(2) Help the local guide and the tour escort with the necessary procedures for leaving the city.

(3) In the meantime, he must keep and take care of the transport tickets and luggage claiming tags of the group.

39．在旅行团离开各地时，全陪应做好哪些工作？

答：

（1）提前提醒地陪落实离站的交通票据及离站的准确时间。

（2）协助领队和地陪办理离站事宜。

（3）妥善保管票证。

40. What should a tour guide prepare mentally before conducting tourist groups?

(1) A tour guide must get prepared to bear hardships and troubles. He not only must render a warm service to the tourists according to the routine working procedure, but must also be ready at all times to tackle any problems and accidents probably occurred in the course of the tour and to offer additional services to particular tourists.

(2) A tour guide must get fully prepared to endure grumbles and complaints. No matter how hard a tour guide tries to serve the tourists attentively, there would always be someone who finds fault to make complaints. So, the tour guide must get fully prepared for this and, when this happens, he must have enough of the patience and tolerance to proceed with his work without resentment and regret.

40．导游人员在上团前，要做好哪些方面的心理准备？

答：
（1）准备应对艰苦复杂的工作。导游人员不仅要按照常规工作程序的要求向游客提供热情的服务，还要有为特殊游客提供服务以及在接待工作中发生问题或事故时去面对、去处理的思想准备。

（2）准备承受抱怨和投诉。导游工作繁杂辛苦，有时导游人员已尽其所能热情周到地为旅游团服务，但还会有一些游客挑剔、抱怨、指责导游人员的工作，甚至提出投诉。对于这种情况，导游人员也要有足够的心理准备，冷静、沉着地面对，无怨无悔地为游客服务。

41. What are the main points that tour guides should pay attention to under the regular COVID-19 epidemic prevention and control?

(1) Prepare with protective equipment. Sufficient disposable medical protective equipment shall be prepared to provide necessary protection for tourists.

(2) Strengthen inspection before the trip. Inform tourists of prevention and control matters in advance, and the personal health information of tourists should be known in advance, and the health code and temperature should be checked again before the trip.

(3) Strengthen prevention and control during the trip. While paying attention to his own personal protection, the tour guide should remind tourists of the prevention and control in every link of the journey to enhance tourists' awareness of self-prevention and control.

(4) Implement rapidly in emergency response. Pay close attention to the epidemic prevention and control information of all the places along the journey, and cooperate with relevant departments to carry out epidemic investigation and prevention and control measures. In the event of a case with suspected symptoms or confirmed, the emergency response plan should be immediately implemented, and cooperate with the relevant departments in isolating patients and tracking close contacts in accordance with the local guidelines and requirements, and properly handle the follow-up matters.

 41. 在切实做好新冠肺炎疫情常态化防控前提下，导游要注意哪些方面？

答：（1）配备防护用品。应当配备数量充足且符合一次性使用医用标准的防护用品，为游客提供必要的防护保障。

（2）加强行前排查。提前告知游客出游防控注意事项，提前了解游客个人健康信息，并在出行前再次核验健康码和体温。

（3）加强团中防控。导游在做好个人防护的同时，要做好游客在旅途各个环节的防控提醒，增强游客自我防控意识。

（4）做好应急处置。密切关注旅程沿途各地疫情防控等级信息，配合相关部门做好疫情排查和防控措施；如一旦出现疑似或确诊病例，要立即落实应急处置预案，按照当地有关疫情防控指引和要求，配合相关部门和单位做好患者隔离、密切接触者追踪等工作，妥善处理善后事宜。

 

特殊问题的处理方法

（QUESTIONS AND ANSWERS ON WAYS OF SOLVING SPECIAL PROBLEMS）

1. What should the tour guides do when they discovered that an old man in the group is missing while they sightseeing in a tourist resort?

(1) In this case, the tour guides should first try to find out when and where he was missing and then the national guide and the tour escort should look for him separately, while the rest of the group should follow the local guide to proceed with the tour.

(2) If they failed to find him, they should apply to the nearby police station and the management of the tourist resort for help.

(3) In the meantime, they should call up the hotel to find out if the man has been back there.

(4) If not, they should phone to report the case to the local travel service and…

(5) They should get prepared to deal with possible problems arising from the event.

(6) Finally, they should write out a report on the event.   

1．某旅行团在景点游览时，发现少了一个老年游客，导游人员应如何处理？

答：
（1）了解情况，迅速寻找。一般是全陪、领队分头寻找，地陪带领其他游客继续游览。
（2）向当地派出所和景点管理部门求助；
（3）与饭店联系，询问该游客是否已回饭店；
（4）向旅行社报告；
（5）做好善后工作；
（6）写出事故报告。

2. What should the tour guide do if someone in the group is suspected of suffering from an infectious disease?

(1) In this case, the tour guide must first try to find out the details of the patient’s condition.

(2) And then, he should report the case to the local travel service and then to the quarantine and epidemic prevention departments.

(3) If they consider it necessary to do epidemiological examination, the tour guide should talk over the matter with the tour leader and persuade the patient to have his health checked and his blood serum tested.

(4) If the patient is proved to be infected with contagious disease, he must be isolated for treatment or other measures will be taken according to the requirements of the departments concerned.

(5) If the patient is a foreigner, he would be required to leave the country ahead of schedule. In this case, the tour guide must help him with the exit formalities.

(6) After the event, the tour guide should submit a written report to departments concerned, stating clear the details of the case and measures taken.

2．某旅行团中有一游客患有传染病，导游员应如何处理?
答：
（1）详细了解客人提供的情况及弄清患者的健康情况；
（2）向旅行社领导及当地防疫、卫生检疫机关汇报；
（3）如有关部门认为应对其进行防疫检查，应经领队和患者本人同意后，送患者到当地防疫站进行血清检验和检查；
（4）如查实确患传染病，应遵照有关部门意见进行隔离或采取其它措施；
（5）如患者是国外游客，应向患者及领队说明，按我国规定患者需提前出境，并帮其办理有关手续；
（6）将详细情况及处理经过以书面形式向有关方面汇报。

3. What would the tour guide do in case a tourist in the group suddenly has a heart attack?

(1) If the tourist is surely suffering from heart attack, the tour guide should immediately help him lie down on his back with his head cushioned to rise a bit, and ask his family member to feed him with the first-aid medicine he has brought with him so that his condition may improve.

(2) Then, the tour guide should call an ambulance to help or take the patient to the nearby hospital for treatment.

(3) In the meantime, he should ask the local travel service to send someone to help.

(4) When rescue treatment is in process, the local guide should ask the patient’s family member to stay in the hospital.

(5) While the patient is staying in the hospital, the local guide should often come to visit. If the patient is a member of a foreign group, he should help him with such things as separating his visa from the group’s collective visa, going through the formalities for leaving the hospital after his recovery and booking his home-bound transport ticket etc.

(6) Also, he must make good arrangements for sightseeing for the rest of the group.

3．旅行团中有一个客人心脏病发作，地陪应如何处理？
答：

（1）若证实是心脏病发作，应让病人就地平躺，头略高；让其家人取出备用药品让病人服用，以舒缓病情；
（2）马上叫救护车，或送病人到最近的医院；
（3）通知旅行社派人协助；
（4）医院抢救时，导游人员应要求病人亲属在场；
（5）地陪要不时去医院探望，若患者是入境团的客人，应帮助其办理分离签证、预订回国交通票证等事宜；

（6）地陪应安排好团队其他游客的活动。

4. What must the tour guide do if, by any chance, the tourists were robbed when they were on their own in the free time arranged?

In this case, the tour guide must do the following things:

(1) To dial 110 immediately to report the case to the police, stating clear the facts of the case, including when, where and how the robbery was, the features and appearance of the robbers, the names of the tourists and the tourist group, and the distinctive marks of the robbed articles.

(2) To report the case to the local travel service for directions.

(3) To pacify the tourists to proceed with the tour.

(4) To write out a report, stating clear the nature of the case, emergency measures taken and the opinions and demands of the victims

(5) To assist departments concerned to deal with problems arising from the event.

4．旅游团安排自由活动时，客人遭歹徒抢劫，作为该团导游员，要做哪几项工作？

答：

（1）立即报警：打电话110报案，介绍事故发生的时间、地点、经过，提供作案者的特征、受害者的姓名、团号、损失物品的名称、型号、特征等；

（2）及时向旅行社报告，请求指示；

（3）安定游客情绪；

（4）写出书面报告，写明案件性质，处理措施、受害者的反映及要求；

（5）协助有关部门做好善后工作。

5. When a group is checking in at the hotel, what precautions should the tour guide take, in case of fire, to evacuate quickly?

In order that, in case of fire, the tourists may quickly escape from danger, …

(1) The tour guide must try and get to know beforehand the route of fire escape and locations of the fire exit and emergency staircase.

(2) He should bear in mind the fire emergency telephone number (119) and keep ready at hand the room numbers of the tour escort and all other tourists of the group.

5．为了保证游客在火灾发生时能尽快疏散，导游人员在入住酒店时就要采取哪些防范措施？
答：
（1）熟悉饭店楼层的太平门、安全出口、安全楼梯的位置及安全转移路线，并向游客介绍；
（2）应牢记火警电话（119），掌握领队和游客所住房间的号码。

6. Supposing the hotel suddenly caught fire and the fire scene is 2 stories below the floor where a tourist group is staying. In these circumstances, how should the tour guide of the group direct the tourists to save themselves?

At this critical moment, the tour guide must keep calm to make a sober judgment of the situation. The basic point of first importance is that, in case of fire, people must not try to escape by taking the elevator and in no case should they leap down from high up the building.

(1) If people caught fire on their clothes, they can roll on the floor or slap their bodies with heavy clothing to put out the fire.

(2) When people must pass through dense smoke areas, they must wrap their bodies and cover their mouths and noses with wet clothes and creep forward along the walls.

(3) If the room door is blocked by fire and people cannot run away, they must stop up the chinks of the door with soaked clothes or beddings and splash water to lower the temperature.        

(4) At the same time, they must wave colorful clothes out of the window to call for help.

6．饭店突然发生火灾，火场就在旅行团入住客房的下面两层，导游员应如何引导客人自救？
答：千万不能让游客搭乘电梯或随意跳楼逃生，导游人员要镇定地判断火情，引导大家自救：
（1）若身上着火，可就地打滚或用厚重衣物压灭火苗；
（2）必须穿过浓烟时，用浸湿的衣物披裹身体，捂住口鼻，贴近地面顺墙爬行；
（3）大火封门无法逃出时，可用浸湿的衣物、被褥堵塞门缝并泼水降温，等待救援；

（4）摇动色彩鲜艳的衣物呼唤救援人员。

7. What should the tour guide do if, by any chance, the tourists are poisoned by food? In case the tourists suffer food-poisoning …

(1) The tour guide should tell the tourists to drink plenty of water and try to make them vomit so as to eliminate the toxins from their intestines.

(2) Then, he must take them immediately to the hospital for emergency treatment and ask the doctor for a medical certificate.

(3) In the meantime, he should report the case to the local travel service to fix responsibility on the restaurant.

7．旅行团发生食物中毒事故时，导游人员应如何处理？
答：
（1）设法为中毒者催吐并让其多喝水排解毒性；
（2）尽快将患者送医院抢救，请医生开具诊断证明；
（3）报告地接社，追究餐厅责任。

8. The tourists of a group requested some time before meal that the Western-food meal reserved for them should be changed to Chinese food. What should the local guide do in answer to their request?

(1) If their request (for substitution of Chinese food for Western food) was made 3 hours before the meal, the local guide should approach the restaurant and try to meet their requirement as far as possible.

(2) If they asked for the change just before the meal, the local guide usually could refuse but must tell them why it could not be changed.

(3) If they still insisted in making the change, the local guide could suggest that they order the meal themselves at their own expense.

(4) Their request for additional dishes and beverage (in excess of the set price) could be granted provided they agreed to cover the extra charge.

8．旅游团的客人临时提出将原订西餐换成中餐，地陪应怎样处理？
答：
（1）如游客在用餐前3小时提出换餐要求，地陪要尽量与餐厅联系，按有关规定办理；
（2）若在接近用餐时才提出换餐，则一般不予接受，但导游人员应做好解释工作；
（3）若游客坚持换餐，导游人员可建议他们自己点菜，费用自理；
（4）游客要求加菜、加饮料等，应予以满足，但费用自理。

9. The local guide of a group just got to know, when he was going through the check-in formalities in the hotel, that some of the double rooms they reserved for the group had been replaced by triple rooms. How would you solve this problem if you were the local guide of the group?

(1) Lodging the tourists in triple rooms falls short of the requirements provided in the tour contract, so, if I were the local guide of the group, I must undertake the responsibility of changing them back to double rooms.

(2) First, I would take up the matter with the hotel management and request that they should try their best to spare enough double rooms for the group. If they were not able to help, I would try other hotels nearby.

(3) If all my efforts resulted in failure, I must make an apology to the tourists to seek their understanding, and promise them a suitable payment to make up the difference between the double and triple rooms so as to persuade them to make do with the triple rooms.

(4) For further compensation and apology, I could order a better meal for them or give them some souvenirs, and I should take care of them more attentively so that they would find satisfaction in being cordially treated.


9．地陪在为团队办理入住手续时才发现，原来预订的部分标准双人房被三人房取代。如果你是该团地陪，应如何处理？答：
（1）向客人提供的三人房，虽然床位没有减少，但实际是低于旅游协议中规定的双人房标准，地接社应负责予以调换；
（2）地陪应向酒店交涉，要求换回双人房，若本酒店没有，应考虑邻近酒店；

（3）如确有困难，则应向游客说明，请求谅解，并给予差额补偿；
（4）说服客人入住，并在事后给予物质补偿（如加酒水、加菜、送纪念品）和精神补偿（提供更为优质的服务）。

10. A foreign tourist requested that the tour guide should buy something for him and have it shipped to his country. What is the proper way for the tour guide to deal with his request?

In dealing with this kind of request from the tourists …

(1) The tour guide should first try to find an excuse to refuse tactfully.

(2) If it is hard to refuse at the insistent requests of the tourist, he should report the matter to his superior and ask for instructions.

(3) Then, he must get enough money from the tourist for purchase and shipping. When shipment is made, he should mail the original copies of the consignment bill and the receipt of purchase to the tourist while keeping the duplicates for future reference.

10．一名外国客人委托导游员购买物品并代其托运回国。导游员应如何处理这类要求？答：
（1）一般应该婉言拒绝；
（2）推托不了，要请示领导；

（3）认真办理受托事宜：向客人收取足够的货款和运费，购买并托运；事后将发票、托运单、托运费收据寄给客人；旅行社保存复印件，以备查验。

11. What can the tour guide do to prevent the tourists getting sick?

To ensure that the tourists will not get sick, the following precautions are necessary:

(1) When planning the sightseeing program for the group, the age and physical constitutions of the majority of the group members must be taken into account and margins of time must be left for relaxation as well as for sightseeing.

(2) Sometimes, the tour guide’s advice against drinking the unboiled tap water in the hotel rooms and buying food from street peddlers is necessary.

(3) In changeable weather, the tour guide should often announce weather forecasts for the next day so that the tourists may choose to dress themselves accordingly or bring an umbrella with them in a rainy day. At dry season, drinking more water and eating more fruit are also advisable.

11．导游人员应如何预防游客患病？
答：
（1）导游人员要认真分析团队情况，据多数人的年龄、身体状况周密安排行程；要注意有张有弛；
（2）提醒游客注意饮食卫生，不喝生水、不洁的水；
（3）做好天气预报：根据天气变化提醒游客增减衣服或带雨具；干燥季节要提醒游客多喝水、多吃水果等。

12. A tourist group scheduled to arrive this morning is reported to be delayed till tomorrow before dinner, so the time of its stay in the local city will be shortened by one and a half days. What should the local guide do to cope with the change?

(1) In this case, the local guide must, first of all, notify people concerned to cancel the earlier arrangements of meals and hotel accommodations for today and…

(2) Reconfirm the reservations of meals and hotel accommodations for tomorrow and the transport tickets for the next destination.

(3) The sightseeing program for the group must also be altered accordingly. While the tourist resorts of less importance can be skipped over, those of major importance must be retained.

(4) If time is too short, priority must be given to the tourist resorts that are typical of the local features.

12．一个原定今天上午抵达的旅行团，因故改为明天晚饭前才抵达，行程缩短了一天半。在这种情况下，地陪应该怎样做？
答：
（1）首先，地陪应通知有关接待单位退掉今日食宿；
（2）预订明天的食宿及交通；
（3）重新制订该团在当地的日程安排，尽量保留原定的主要游览项目；
（4）若时间太紧，应优先安排最具代表性和地方特色的旅游景点。

13. Sometimes a travel service would have no alternative but put a tourist group on an extra flight to leave ahead of schedule because there is a shortage of space on the regular flight. Under these circumstances, how can the local guide manage to get understandings from the tourists?

(1) In these circumstances, the local guide should first talk over the matter with the national guide and the tour escort and try to get cooperation and support from them.

(2) In the meantime, he should find out the persons of great influence in the group and try to talk them into consent.

(3) Then, he should honestly announce the real situation to the tourists and sincerely apologize for the change so as to ask for their forgiveness and understandings.

(4) For further apologies, a substantial compensation could be made if necessary.

(5) Besides, the local guide must make full use of the time to fulfill the scheduled sightseeing program.

13．因机票紧张，旅行社不得不安排旅行团乘坐加班机提早离开本地。在这种情况下，地陪怎样做才能使客人谅解？
答：
（1）先争取全陪与领队的配合，取得一致意见；
（2）做好团中有影响力的游客的工作；
（3）如实向游客说明情况，诚恳道歉以求得谅解；
（4）适当给予物质补偿；

（5）利用有限时间，安排客人参观计划内的景点。

14. As the road to the tourist resort is impassable, a tourist group has to cancel its one-day tour to the attraction and this has made the tourists feel quite unhappy. How can the local guide solve this problem?

(1) The local guide must arrange another activity as a substitute.

(2) He should try his best to arouse people’s interest in the new arrangement with his eloquent and interesting speech.

(3) He should ask the national guide to report the matter to the tour organizer travel service for a final decision.

14．因道路不通，旅行团被迫取消前往某地的一天行程。客人非常沮丧，地陪应怎样处理？
答：
（1）要安排另一活动替代；
（2）要以精彩的介绍、新奇的内容和最佳的安排激起游客的游兴；

（3）请全陪报告组团社并作出决定。

15. Supposing that, when you get to the train station, the tourist group you are to meet has been waiting there for a long time; the tourists are very unhappy about waiting and the tour escort also blame you for being late. What would you do in this case if you were the local guide of the group?

(1) In this case, I must make an apology to the tour escort, the national guide and all the tourists for my coming late.

(2) I must tell them the true reason why I was delayed and assure them of my sincerity to do a good job for the group.

(3) To make amends for my error, I should make full use of the time to fulfill the sightseeing program so as to get understandings from the tourists.

(4) And, if necessary, I should give them a substantial compensation.

15．当你抵达车站时，你要接的旅行团已在车站外等候多时，客人非常不高兴，领队也埋怨你漏接。作为地陪，你应如何处理？
答：
（1）应及时向领队、全陪及客人赔礼道歉；
（2）实事求是地说明情况，表明自己要做好导游工作的诚意；
（3）采取弥补措施，圆满完成接待计划，取得游客的谅解；

（4）必要时，酌情给予游客一定的物质补偿。

16．A tourist in the group told you that he didn’t want to share a room with others and asked for a separate room for his own. How would you solve the problem?

(1) In this case I must first try to find out why the tourist made the request. If the reason is that the two room-mates were not getting along well because of their differences in opinions or in habits and customs, I would ask the tour escort to mediate between them or try to help them exchange rooms with somebody else in the group.

(2) If the tour escort failed to settle the problem, I can ask for an extra single room from the hotel provided it’s available. But, I must make it clear to that tourist beforehand that he should pay for it because the general rule is that the person who asks for should pay.

16．团队中有一客人提出，不愿与别人合住双人房，要求单独住宿。你将怎样合理处置？
答：（1）如该客人是因与同房游客闹矛盾或生活习惯不同而要求住单间，导游人员应请领队调解或在内部调整；
（2）若调解、调配不成而酒店又有空房，可满足其要求；但导游人员须事先说明，房费由游客自理（一般是谁提出住单间谁付房费）。

17. What must the tour guide do in case the group has failed to catch the flight?

In case the group has lost the flight, the tour guide must do the following:

(1) He must report the matter immediately to the leaders of his travel service to ask for help.

(2) He must consult the airline and try to arrange another flight for the group to leave at an earliest possible time.

(3) He must have the meals, hotel accommodations and sightseeing well arranged for the tourists while they are detained so as to relieve them from anxiety.

(4) Then, he must inform the travel service in the next destination city so that they may alter the tour program for the group accordingly.

(5) And, of course, he must make an apology to the tourists for the mishap.

(6) Finally, he must write out a report to find out the cause of the event and to ascertain where the responsibility lies so that the wrong-doer should answer for the losses incurred.

17．一旦旅行团发生误机事故，导游人员应如何处理？
答：
（1）导游人员应立即向旅行社领导及有关部门报告,请求协助；
（2）尽快与机场联系，安排游客尽快离开本站；

（3）稳定游客的情绪，安排好食宿、游览等事宜；
（4）及时通知下一站，对日程作相应的调整；
（5）向游客赔礼道歉；
（6）写出事故报告，查清事故原因和责任，责任者应承担经济损失。

18. What should the local guide do if a Chinese American (an American citizen of Chinese origin) lost his passport while the group is sightseeing in Guangzhou?

In this case, the local guide must help him apply for a new American passport and a new visa to China. The expense incurred from this must be borne by the person concerned.

(1) To help him apply for a new American passport, the local guide must first get a certificate of loss from the local travel service and ask the tourist to get his photos ready for use.

(2) With the certificate of loss from the travel service, the tourist must personally report the case to (the Foreigners’ Exit and Entry Affairs Management Department of) the Guangzhou Public Security Bureau and ask for an official certificate of loss.

(3) With the certificate of loss from the Guangzhou Public Security Bureau, the tourist should go to the American Consulate in Guangzhou to apply for a new American passport.

(4) Then, with the new passport, he should go to the Guangzhou Public Security Bureau again to apply for a new visa to China.

18．某旅行团在广州游览时，团内一位美籍华人不慎丢失了自己的证件，经多方寻找仍无下落。作为地陪，你应当如何处理？
答：要协助失主补办护照及签证,办证所需费用由游客自理。程序是：
（1）先由旅行社出具遗失证明并让失主准备照片；
（2）由失主本人持证明去广州市公安局（外国人出入境管理处）报失并开具证明；
（3）持公安局的证明去美国驻广州领事馆，申请补办美国护照；
（4）领到新护照后，再去广州市公安局补办中国签证。

19. What should the local guide do if an American Chinese (a Chinese national residing in the United States) lost his passport while the group is sightseeing in Guangzhou?

In this case, the local guide must help him apply for a new Chinese passport and a new visa to the United States.

(1) To apply for a new Chinese passport, the tourist must first get his photos ready for use.

(2) And the local guide must get a certificate of loss from his travel service.

(3) With the certificate of loss from the travel service, the tourist must go personally to the Public Security Bureau of Guangdong Province to report the loss and apply for a new Chinese passport.

(4) Then, with the new passport, the tourist should apply to the American Consulate in Guangzhou for an entry visa to the United States.

19．某旅行团在广州游览时，团里一位美国华侨不慎丢失了自己的证件，经多方寻找仍无下落。作为地陪，你应当如何协助他补办护照和签证？
答：
（1）让失主准备照片；

（2）请当地接待社开具遗失证明；
（3）失主持遗失证明到广东省公安厅报失并申请补办中国护照；

（4）持新护照到广州美国领事馆办理进入美国的签证。

20. A native Chinese in a tourist group lost his identity card and the group is going to travel by plane. What should the tour guide do to deal with the case?

(1) The tour guide should first ask the local travel service to write out a letter of certification to prove the loss.

(2) With the letter of certification written by the local travel service, the tourist must personally report the case to the local public security bureau and ask them to issue a certificate to prove his identity.

(3) If he failed to get the certificate from the public security bureau, the tour guide should arrange for him to travel by other means of transport. The travel fares should be paid by the said tourist and final accounts will be settled after the tour according to the stipulations of the tour contract.

20．旅行团中，有一名国内客人在旅游期间不慎丢失了自己的身份证，而该团须乘飞机旅行，导游人员应如何处理此事？
答：（1）由当地旅行社出具遗失证明；
（2）失主本人持证明到当地公安局报失并要求开具身份证明；
（3）如无法办理身份证明文件，则安排该客人改乘其它交通工具，交通费用先由该客人自付，待旅游结束后再依协议书或有关规定合理结算。

21. When a foreign tourist group arrived in the airport in China, a tourist in the group discovered that his luggage was missing. What should the local guide do to help him?

(1) In this case, the local guide should take the tourist to the Lost Luggage Registration Office of the airport to report and register the loss.       

(2) While the group is visiting the local city, the local guide should often telephone the airport to inquire about the result of their search for the luggage.

(3) When the luggage is not found for the moment, the local guide should help the tourist to buy his daily necessities.

(4) If eventually they give it up for lost, the local guide should help the tourist to claim compensation from the airline.

21．一位外国游客的行李在来华途中丢失，在到达我国机场时才发觉。地陪应如何协助他处理此事？
答：
（1）带失主到机场失物登记处，办理行李丢失和认领手续；
（2）在本地游览期间，地陪要不时打电话询问寻找行李情况；
（3）一时找不回行李，要协助失主购置必要的生活用品；

（4）若行李确实丢失，应协助失主向有关航空公司索赔。

22. What should the tour guide do if the tourists are greatly discontented with the meals they’ve been served during their stay in a city?

(1) The tour guide should earnestly listen to and note down the opinions and complaints of the tourists.

(2) And report the matter to the local travel service and the hotel or restaurants so that they would make improvement or take possible remedial measures to apologize to the tourists.

(3) Also, he should make a study of people’s likes and dislikes in food and, before the group leaves, inform the travel service in the next city about what’s happened in the group so that they could have the group’s meals purposely prepared in advance.

22．某旅行团表示对某一地的餐饮强烈不满时，导游员在该团离开此地前应采取什么补救措施?
答：

（1）认真听取客人的意见，并做好记录。
（2）向该地旅行社及饭店通报情况，并提出改进意见；若有可能，可让其向游客道歉，并采取必要的补救措施。
（3）分析了解客人的餐饮习惯并通知下一站旅行社，使其提前做好这方面的特别服务。

23. What should the national guide do to take care of the tourists who are liable to carsick, airsick or seasick?

(1) To take good care of the tourists who are liable to carsickness, airsickness or seasickness, the national guide should warn them not to eat too much before traveling. He should remind them to take a right dose of carsickness preventive, but must warn them of the contraindications of the drug because many carsickness preventives are harmful to health, especially for glaucoma sufferers.

(2) When assigning seats on the bus or plane, those at less shaky positions should be reserved for them.

(3) When the group is traveling long distance by plane or train, the national guide should ask the attendants to help look after them.
23．全陪对旅行团中会晕车、晕机或晕船的客人，应作何关照？

答：

（1）提醒晕车、晕机、晕船者，旅行前要不饱食并服用适当药物（最好是使用自备药，并提醒游客留意药品的禁忌，许多晕车药均不适合青光眼患者）；
（2）尽可能安排其坐在较为平衡的座位上；
（3）长途旅行中游客晕机（车、船），导游人员可请乘务员协助照顾。

24. What should the tour guide do if a tourist in the group fainted away for heatstroke?

(1) If someone fainted away for heatstroke, the tour guide should help him lie down on his back at a cool and shady place and unbutton his collar and loosen his waist-belt.

(2) Then, he should feed him some salted drinks and heatstroke preventive if they are available. If the patient has a fever, he should wipe his body with alcohol or cold water so as to disperse the excessive heat from his body.

(3) When the patient’s condition has improved, he can just let him sit or lie down to rest for a while.

(4) But, if his condition is still serious, he must take him to the hospital for further treatment.

24．团中有一客人中暑晕倒，导游人员应采取什么措施？
答：
（1）应置患者于阴凉处，平躺，解开衣领，放松裤带；
（2）可能时让其饮用含盐饮料或服用必要的防暑药物，对发烧者要用冷水或酒精擦身散热；
（3）症状缓解后，让其静坐（卧）休息；
（4）严重中暑者在作必要处理后，立即送医院治疗。

25. What measure should the tour guide take in order to prevent tourists from personal and property damage while they are staying in the hotel?

(1) That they must lodge their valuables in the safes of the hotel instead of carrying them on their persons or just leaving them about in the hotel rooms.

(2) And that they should always leave their doors fastened when going in and out of their rooms and must not allow strangers or people who claim to be hotel workers (say, repairmen) to come into their rooms, especially at night.

In addition, the tour guide should advise the tourists against changing their money with private money-changers so that they should not be fooled and cheated by evil people.

25．旅游团入住饭店时，导游人员要采取什么措施，防止游客人身及财物遭受损害?答：

（1）入住饭店后，导游人员应建议游客将贵重财物存放在饭店保险柜中，不要随身携带或放在房间内；
（2）提醒游客出入房间锁好门，不要将房号随便告诉陌生人；不要让陌生人或自称饭店维修工等人员随便进入房间，尤其是夜间不可贸然开门，以防止意外；不要与私人兑换外币。

26. A local guide followed the original schedule and got to the airport in time to meet the group. However, when the plane came in, the group didn’t turn up. What should he do now?

(1) He should immediately try to get in touch with people in his office to find out the reason.

(2) If the group is delayed for only a short time, he should keep on waiting in the airport.

(3) If it is delayed for a long time, he must work out a new sightseeing program for the group according to the arrangements of departments concerned.

26．地陪按原定计划准时到达机场迎接团队，但却没有接到，他应怎么做？

答：
（1）立即与本社有关部门联系，查明原因；
（2）如团队推迟到达时间不长，可留在接站地点继续等候；
（3）如推迟时间较长，要按本社有关部门的安排重新落实接团事宜。

27. A local guide picked up a group at the airport but, when they arrived at the hotel, he discovered that he had taken a wrong group. What should he do now to solve the problem?

(1) He should first seek the cause of the mistake and…

(2) Try to find out where his group is and by whom it was taken away by mistake so that he may get in touch with it without delay.

(3) If his group was taken by one of his colleagues and they all act as a local guide, they usually need not change their groups back to each other. But, if any of them is at once the local guide and national guide, they must change their groups back to each other, even though they come from the same company.

(4) Then, he should honestly explain the whole thing to the tourists and sincerely apologize for the mistake.
27．一地陪按计划到机场接回一个团队，抵达饭店时才发现该团并非自己应接的团，他应当如何处理？
答：
（1）找出差错的原因；
（2）了解自己团队的去向；如果是被其他旅行社的导游接走，应尽快取得联系,立即换回；
（3）若自己的团队是被本旅行社的导游接走，则地陪一般不必换回,但全陪必须调换；

（4）实事求是地向客人说明情况，诚恳道歉。

28. When a group finish its scheduled itinerary and is going to leave China, several tourists in the group request that they would stay behind to proceed with the tour. What should the national guide do to help them?

(1) The national guide should ask the tour organizer travel service for instruction and then give them necessary assistance. He should get a letter of certification from the local travel service, have their passports and the collective visa of the group ready and then take them to the local public security bureau to separate their visas from the collective one and extend their individual visas so that they could stay longer in China. He should also help them reserve hotel accommodations and transport tickets. All the expenses incurred from these must be covered by the tourists themselves.

(2) If the tourists need continuous guide service and other services, the national guide should help them conclude a new contract with the travel service.

28．有几个外国游客，按团队接待计划完成在我国的旅游行程后，要求留下来继续游览。全陪应如何处置？
答：
（1）在请示旅行社后，可向其提供必要的帮助：陪同他们持本人的护照﹑旅行社的证明和旅游团的集体签证，去当地公安局办理分离签证和延长签证手续，协助其重订交通票及住房，所需费用由游客自理；
（2）若他们需要旅行社继续为其提供导游等服务，则应另签合同。

29. Supposing the tour bus of a group turned over and three people were seriously injured and several were slightly wounded. What would you do in this case if you were the tour guide of the group?

(1) At this critical moment of life and death, I must lose no time in arranging first-aid treatments for the wounded.

(2) I must keep the accident scene intact and call departments concerned for help.

(3) At the same time, I should report the accident to the local travel service and…

(4) Try to placate the tourists of the group.

(5) Finally, I should write out a report about the accident.

29．旅游车不慎翻侧，造成3 人重伤，多人轻伤。如果你是该团的导游人员，你会采取什么措施处理？
答：

（1）立即组织抢救；
（2）保护现场，立即报案；
（3）迅速向旅行社汇报；
（4）安抚全团游客情绪；
（5）写出事故的书面报告。

30. What should the tour guide do in order to guard against traffic accidents during the tour?

In order to avoid traffic accidents, the tour guide should do as follows:

(1) Before setting out to meet the group, the tour guide should ask the driver to check and make sure that the bus is in good condition or request that the bus be changed if any breakdown has not been fixed.

(2) When the tour guide is planning the sightseeing program, he must leave adequate margins of time to allow for traffic jams and other possible delays so that the driver should not be pressed to drive over speed limit to hurry on with the journey.

(3) When driving in bad weather or on rough or heavily trafficked roads, the tour guide should warn the driver not to drive rashly.

(4) When occasion requires, the tour guide should advise the driver against allowing other drivers to drive his bus and …

(5) When the driver is at work, stop him from having alcoholic drinks.

30．在旅游过程中，为了预防出现交通事故，导游员应做好哪些工作?

答：
（1）出团前，提醒司机检查车辆，发现隐患及时排除或换车。
（2）安排行程要留有余地，不因赶行程而催促司机超速或违章行车。
（3）在天气、交通、路况不好的情况下，行车时要提醒司机注意安全。
（4）禁止非本车的司机开车。
（5）提醒司机不要饮酒。

31. What must the tour guide do in order that the tourists should not be poisoned by food?

To guard against the accident of food-poisoning,

(1) The tour guide must reserve meals for the group in the restaurants that are designated for tourist groups and …

(2) Warn the tourists not to buy any food from street peddlers.

(3) If the food served in the restaurant is found turning bad or unclean, the tour guide must ask to change it without delay.

31．导游员应如何防止旅行团发生食物中毒事故？
答：（1）必须安排旅行团在定点餐厅用餐；
（2）提醒游客不要在小摊购买食物；
（3）用餐时发现食物不洁或变质，应立即要求更换。

32. What should the tour guide do if a tourist from Taiwan reported that his Travel Permit for Taiwan Compatriot was nowhere to be found?

In this case, the tour guide should have a letter of certification written by the local travel service to prove the loss and ask the tourist to have his photo taken. With the letter written by the local travel service and the identity certificate and photos of the tourist, the tour guide should take him to report the loss to the local security bureau at the municipal level, which will verify his identity and give him a provisional Entry and Exit Permit that is valid just on one occasion.

32．旅行团中，一位来自台湾的客人发现自己的旅行证件不见了。地陪应如何处理？

答：由地接社出具证明，让失主携带能证明其身份的证件、资料及照片，向遗失地的市级公安局出入境签证处报失，核实后发给一次性有效的出入境通行证。

33. What should the national guide do if someone in the group failed to get his luggage back from the luggage conveyer belt in the airport?

(1) The national guide should take the tourist to the Lost and Found Office of the airport to register the loss. The tourist must produce his air-ticket and luggage claim and fill out a Lost Luggage Registration Form.

(2) Then, the national guide should report the matter to the local travel service leadership so that they may contact the airport, the airline and the travel service in the preceding city for help.

33．如游客在机场行李输送带前找不到自己的行李，全陪应怎么做？

答：
（1）带失主到失物登记处办理行李丢失和认领手续。由失主出示机票和行李牌，填写丢失行李登记表；

（2）立即向旅行社领导汇报，请其安排有关部门和人员与机场、上一站旅行社、航空公司等单位联系，积极寻找。

34. What can the tour guide do if a couple of husband and wife in the group asked to have their meal in their hotel room?

(1) In this case the tour guide can ask the tour escort to help persuade them to have their meal with the group.

(2) If they still insist in having their meal in their room, the tour guide can tell them that they can order a room service with the hotel restaurant at their own expense and that the service charge they have paid for the tour is not to be refunded.

34．旅游团中，一对夫妇要求在客房自行用餐，导游人员怎样处置？

答：

（1）导游人员要耐心解释，并请领队劝其与团队一起用餐；

（2）如游客仍坚持要在客房自行用餐，导游人员可告知其直接与餐厅联系送餐，但餐费自理，而且不能退还综合服务费。

35. What should the tour guide do if someone in the group intends to give up the sightseeing tour and stay behind in the hotel for a rest because he is not feeling well?

When someone in the group is sick and is not able to join the group for sightseeing,

(1) The tour guide should let him stay behind in the hotel for a rest. He should not urge him to join the group for sightseeing.

(2) He should reserve a lunch for him in the hotel restaurant or arrange a room service for him if necessary.

(3) He should tell the tourist the way of getting in touch with the doctor in the hotel and …

(4) Ask the hotel house-keeper to help take care of him

(5) When back from sightseeing, the tour guide should go to see him and inquire after his health so as to show concern for him.

35．游客因身体不适，想单独留在饭店休息而不随团活动时，怎么办?

答：（1）请其自便，不勉强其随团活动；

（2）通知餐厅安排午餐，必要时为其提供送餐服务；

（3）告知客人饭店医务室的联系办法；

（4）告知房间服务员注意照顾客人；

（5）游览回来后，应去询问该客人情况，以示关心。

36. What should the tour guide do if a foreign tourist in the group insists that, for a certain reason, he must stop traveling and leave China for home ahead of schedule?

(1) Usually such request of the tourists should be granted, but the unused part of the service charge included in the travel fare will not be refunded or will be partly refunded according to the stipulations of the tourist agreement. The tour guide must immediately report the matter to people concerned in the local travel service, who will consult the domestic tour organizer travel service.

(2) With the consent of the domestic tour organizer travel service, the tour guide should help the tourist with such things as separating his visa from the group’s collective visa, booking his home-bound transport ticket and going through other formalities for leaving the group. All the expense incurred from these must be borne by the tourist himself.

36．有一外国游客，因有要事要求提前离团回国，导游员应如何处理？

答：

（1）导游员应马上将游客的要求向旅行社汇报，经接待社与组团社协商后，可满足其要求；至于未享受的综合服务费，按旅游协议书规定可部分退还或不予退还；

（2）导游员还要协助该游客重订交通票，办理分离签证及其他离团手续，所需费用由游客自理。

37. While a group was sightseeing, a photography-lover in the group said that he didn’t want to join and keep moving on with the group. How would you respond if you were the local guide of the group?

I would agree to his request if conditions permitted, say, the place was not crowded and public order was good, but meanwhile I must remind him of the time and place to meet and the number of the tour bus or, to be on the safe side, give him a note marking clear the time and place to meet, the number of the tour bus and the name and telephone number of the hotel.

37．在旅行团观光游览途中，团内有摄影爱好者提出不随团行走。你是地陪，将如何妥善安排？

答：若情况许可（游人不太多，秩序不乱），可满足其要求，但要提醒游客集合的时间和地点及旅游车的车号；必要时可留一字条给游客，写明集合时间和地点﹑车号以及饭店名称和电话号码等。

38. A tourist told the tour guide that he wanted to exchange his purchase with the shop. Should the tour guide help him with the replacement?

The tour guide is duty-bound to help him and should accompany him to the shop for the replacement if necessary.

38．有位游客在商店购买商品后要求退换，导游员应否予以帮助？

答：导游人员应积极协助，必要时陪同前往。

39. Supposing a group is traveling by train and a tourist suddenly fell seriously ill. What must the tour guide do since the train is speeding forward and is not allowed to stop at will?

In this case, the tour guide must ask the head of the train crew to help find a doctor on the train to give him first aid treatment. In the meantime, he must notify the travel service in the next destination city to get prepared to transfer the patient to the hospital as soon as the train arrives.

39．火车在运行中是不能随意停站的。如旅行团乘火车旅行时，有游客突发重病,全陪应如何处理？

答：应立即请求列车员在火车上寻找医生就地抢救，并通知下一站急救中心和旅行社准备接车抢救。

40. What should the tour guide do if the tourists request that they should go swimming in a nearby beach?

(1) The tour guide must try patiently to dissuade them from going, because bathing in a natural beach without any safety installations is dangerous.

(2) He can take them to a swimming-pool if they insist in going swimming.

(3) He must not accompany a small number of people to swim while ignoring the majority of the group.

(4) Even if the tourists are swimming in a swimming-pool, the tour guide should warn them of possible dangers so as to guard against accidents of drowning.

40．若游客要求导游员组织他们到附近的海滨游泳，导游员应该怎么办?

答：
（1）耐心劝阻并向客人说明，不可到没有安全措施的自然水域中去游泳。

（2）必要时可组织他们到游泳池游泳。

（3）导游员决不可置全团不顾，陪少数人去游泳。
（4）即使到游泳池游泳，也应提醒游泳者注意安全，以免发生溺水事故。