20 10 annual tour guide qualification examination "tour guide practice" real questions and answers

20 10 tour guide exam "tour guide practice" real questions and answers

Fill in the blanks (fill in the blanks in the stem to make the whole sentence complete and correct. 1 point per space, *** 16 points,)

L, implement the principle of tourists first, and require the guide service to combine standardized service with personalized service. Standardized services are also called the unified standards that services (works) published by _ _ _ _ _ _ _ _ should meet.

2. Overseas tour leaders refer to the representatives of _ _ _ _ travel agencies approved by the national tourism administration department, and are _ _ _ _ _ and _ _ _ of outbound tour groups.

3. _ _ _ _ _ is the basic guarantee for tour guides to do a good job in tour guide services.

4, tour guide skills, is to guide the tour according to _ _ _ _ _ and _ _ _ _ _ _

5. If individual passengers leave the station by boat, they should be allowed to arrive at the dock _ _ _ in advance.

6. If a foreign tourist wants to buy 99-foot silk, the tour guide should tell the clerk _ _ _ _ _.

7, Taiwan Province compatriots travel documents issued by _ _ _ _.

8. The gait of the tour guide should give people a feeling of _ _ _ _ _ _, stability and solemnity.

9. Touching the scene and feeling is an explanation method for tour guides to see things and feel.

10, the basic principle that the tour guide must follow when explaining is _ _ _ _.

1 1. The cumulative time for tour guides to receive daily training organized by travel agencies shall not be less than _ _ _ _ _.

Second, multiple-choice questions (fill in the correct questions in the brackets after the questions are dry. 2 points for each question. ***28 points. )

1. If a tourist is stung by a bee, the method that a tour guide can't take is ().

A, try to pull out the stinger B, and wash the wound with salt water.

C. Suck out the poison D through the mouth or straw, and let it take the painkillers provided by the guests.

2. The weight of free luggage that children can carry with them on the Yangtze River passenger ship is ().

A, 0 kg b, 10 kg c, 15 kg d, 20 kg

3, the tour guide discipline is ().

A, don't quarrel with tourists B, tourists first

C, self-control D, rationality

4. The tour guide has the right to refuse the unreasonable demands of tourists to insult personal dignity, which reflects ()

A, treat everyone equally, be neither humble nor supercilious; b, love your country and your enterprise, and be self-respecting.

C, law-abiding, dedication and love for their jobs d, unity and cooperation, the tail from wagging the dog.

5. the characteristics of tour guide service () require tour guides to have a high sense of responsibility and professionalism, as well as strong psychological self-control.

A, high relevance, strong independence.

C, complex and changeable D, highly integrated brain and body

6. The first batch of professional tour guides in China refers to ().

A, 65438+ China tour guides hired by western tourism enterprises when they organized foreign tourists to visit China at the end of 2009 and the beginning of the 20th century.

B1In July, 927, the Tourism Department of Shanghai Commercial Reserve Bank became an independent tour guide employed by China Travel Agency.

C after the founding of new China, the first travel agency, Xiamen Overseas Chinese Service Agency, hired tour guides.

D,1March, 989, tour guides hired by travel agencies after the implementation of the national tour guide qualification examination.

7. Clarity and fluency are the embodiment of tour guide language ().

A, targeted B, normative

C, vividness D, scientificity

8. If foreign tourists need to buy musk, the tour guide should ()

A. provide necessary help. B.advise them to handle it themselves.

C, flatly refuse D, dissuade, and inform China Customs regulations.

9. If the domestic guest group is accompanying the whole journey, it is necessary to get in touch with () one day before the departure of the tour group and make an appointment for the time and place to board the ship (car, boat) the next day.

A, the tourists of the tour group B, the local escort at the first stop

C, driver D, tour operator

10, the guide who usually goes through the check-in formalities for foreign delegations is ().

A, overseas tour leader B, local escort

C. Hotel receptionist D. Accompanying all the way

1 1. Tour guides should highlight their leadership responsibilities in the process of traveling and don't change their travel itinerary easily, which embodies the concept of tourism ().

A, the contractual nature of service B, the initiative of work

C, orderly guide D, treat people with integrity

12, a tourist said to the beautiful female tour guide: "Xiao Li, I heard that Hunan women are affectionate, and you are also a Hunan sister. Is it a lot of love? " The tour guide replied: The amorous feelings of Hunan women are that Hunan girls are warm and hearty, and I am no exception. This is the use of the tour guide's refusal skills ()

A, soft refusal B, circuitous refusal

C, delayed rejection D, induced rejection

13. Hong Kong and Macao residents who lose their Mainland Pass in China shall reissue it ().

One-time valid travel documents for compatriots from Hong Kong and Macao to and from the Mainland

B, People's Republic of China (PRC) one-time valid exit permit.

C, Hong Kong and Macao residents to and from the Mainland Pass

D. One-time valid exit permit

14, a domestic guest group had a conflict with its roommates and asked to change rooms, but now it is the tourist season and the hotel has no rooms. A tour guide should ().

A, ask the team leader to mediate. Let the tourists make their own arrangements.

C, be satisfied, but at your own expense. D, please accompany the mediation throughout, and try to distribute it internally.

Third, multiple-choice questions (fill in the correct options in brackets after the questions are dry. 3 points for each question. ***30 points. )

1, tourists request to change to the same standard room with different orientations. The correct way for a tour guide is ().

Ask him to contact the floor attendant. B, if the hotel has vacancies, it can be satisfied.

C, let them contact relevant personnel at the front desk. D. Ask the team leader to make internal adjustment.

2, the following knowledge belongs to the tour guide must master the tourism knowledge are ()

A, traffic knowledge b, health and disease prevention knowledge c, money and insurance knowledge d, tourism laws and regulations knowledge.

3, tour guide work has the following characteristics ()

A, strong independence B, high integration of brain and body C, complex D, cross-culture.

According to airline regulations, passengers are not allowed to carry the following items in their checked baggage? ( )

A, confidential documents, diplomatic bag b, passport, simulated pistol

C, bills of exchange, negotiable securities D, fragile goods, US dollars

5, personal tourism service project "hotel service" includes ()

A, help with check-in procedures B, confirm the schedule

C. Confirming air tickets D. Follow-up service

6, the tour guide to provide pick-up service for individual passengers "hotel service" includes the work content ()

Confirm the schedule with the guests

B define the service items provided by the hotel, and inform the expenses and items that need to be paid in cash when leaving the hotel.

C, check-in formalities

D. promoting tourism service projects

7. Boating on the Three Gorges can appreciate the aesthetic experience of "the apes on both sides of the strait can't stop crying, but the canoe has passed Chung Shan Man", and it uses the method of () in viewing the scenery and appreciating the beauty.

A, dynamic viewing B, static viewing

C, viewing opportunity d, viewing position

When talking about the two carved screens in Yueyang Tower, the tour guide told the tourists on the first floor that one was genuine and the other was fake, so the guests could guess for themselves. On the second floor, tell the guests that the carved screen on the second floor is the original picture, then tell the identification method and explain the legend by the way. This is the skill of using the guide to explain ().

A, question and answer method B, suspense method

C, touching the scene D, combining reality with reality

9. Tourists come to Changsha to travel, which coincides with the "Golden Eagle Festival" held locally. On the day of arrival, some tourists expressed their hope that in the evening.

During the break, go to the scene to watch the "Golden Eagle Festival" literary evening, and the tour guide should ().

First, politely refuse, patiently explain

Assist in purchasing tickets

C, assist in arranging vehicles, but pay the fare.

D, remind the relevant matters needing attention, but can't accompany.

10, a foreign tourist insists on leaving the group early because his personal requirements are not met. The tour guide should ()

First, try to make up and explain patiently

B, due to the need to go through the exit visa procedures, in principle, should be rejected.

C. Meet its requirements, but explicitly inform that the comprehensive service fee not enjoyed will not be refunded.

Assist in re-booking air tickets and seats, but the expenses required are borne by the tourists themselves.

4. Short answer questions (4 points for each question * * 4 questions * * 16 points)

1. What are the characteristics of individual tour compared with group tour?

2. What are the main aspects of handling missed plane (car, ship) accidents?

At night, tourists ask for free activities. What should the tour guide remind the guests?

4. As a tour guide, how to deal with the relationship with the tour guide?

V. Case analysis (10)

One morning, when the tour group gathered at the stipulated time, the local escort found that Mr. X, who lived in a single room, had not arrived. After a while, he asked the tourists who had arrived to rest in place and went upstairs to find him with the local escort. Mr x's door was closed, and there was no response when he knocked at the door. The local escort asked the floor attendant to open the door and found Mr. X lying in bed. The two men rushed out of the room and ran downstairs to the hall. The local escort told the tourists in panic that Mr. X had died in bed. Excuse me:

(1) What happened to the local escort? (5 points)

(2) How to correctly handle such tourist deaths? (5 points)

Reference answer:

fill (up) a vacancy

1, standardization service, national and industry authorities

2. Spokesman for organizing outbound tourism.

3. Abide by professional ethics in an exemplary manner

4. The overall needs of tour groups, individual needs of different tourists, and utilization value.

Fifty or forty minutes.

6、9

7. China Ministry of Public Security entrusts Hongkong China Travel Agency.

8, light and elegant

9. Take advantage of this topic

10, science

1 1、56

Second, the single choice

1、B 2、C 3、A 4、B 5、C 6、B 7、C 8、D 9

1 1、D 12、A 13、B 14、A

Third, multiple choices.

1、BD 2、ABC 3、ABCD 4、ACD 5、ABCD

6、ACD 7、AD 8、ABD 9、BCD 10、ACD

Fourth, short answer questions:

1, the scheduled period is short, the scale is small, there are many batches, and the change is great.

2. 1) Immediately report to the travel agency leaders and relevant departments for assistance;

2) Let tourists leave the station on the following flights and trains as soon as possible, and if necessary, take special vehicles, chartered flight, Jiagua and other means of transportation to the next station, so as to avoid causing greater economic losses;

3) Stabilize the mood of the tour group, try to arrange accommodation, sightseeing and other matters during the stay, and strive to minimize the adverse effects;

4) Inform the next stop in time and adjust the itinerary accordingly;

5) Write an accident report.

3, 1) Don't go too far;

2) Don't carry valuables;

3) Don't go to chaotic places;

4) Don't go back to the hotel too late.

5) If you need to take a taxi by car, please let us know the charging method.

4. 1) Respect the group leader; 2) Support the work of the team leader; 3) Avoid confrontation

Verb (abbreviation of verb) case analysis;

(1) Disadvantages: ① The local escort should go upstairs with the team leader to look for it, but not with the whole escort. (2) When Mr. X is found lying in bed, he should deal with it calmly, instead of scaring him out of the room. ③ Don't tell the tourists first, but inform the medical department of the hotel to confirm whether they are dead or not. ④ Maintain the site and ask the public security department to investigate the cause of death. You shouldn't go downstairs and tell the tourists. You should inform the travel agency first, not the tourists. (3) We should stabilize the mood of other tourists instead of waiting anxiously in the hall. (1) We should continue to do a good job in the reception of tour groups and should not make a fuss.

Treatment method:

(2) After the death is found, report to the reception institution immediately, and do a good job in the aftermath according to the instructions of the leaders of the reception institution.

(2) Protect the scene and require the public security department to issue a death certificate.

(3) Stabilize the mood of other tourists in the tour group.

(four) continue to do a good job in the reception of tour groups.

(5) If the relatives of the deceased are not around, the tour guide should immediately notify their relatives. If the relatives are foreigners, they should immediately remind the tour leader or inform the embassy or consulate of the country where the deceased belongs through the foreign affairs department.

(6) Seriously report the cause of death to the team leader and relatives and friends.

(7) Stamp the death certificate issued by the Public Security Bureau and give it to relatives, tour guides and travel agencies respectively.

(8) Autopsy of the dead body is generally not conducted. If an autopsy is required, a written application shall be submitted by a relative or a team leader, and it can only be carried out with the consent of the public security department.

(9) The relics of the deceased shall be counted by their relatives or team leaders, and the friends, escorts and representatives of the reception institutions of the deceased shall make a list in duplicate, which shall be kept separately after being signed by the above-mentioned personnel. The relics were brought back by relatives or leaders of the deceased.

(10) Disposal of remains: generally cremated locally. Before the cremation of the remains, the relatives or team leader of the deceased should write an application for cremation and hand it over to us for retention.

(1 1) Furthermore, if a relative requests that the body be transported back to China, in addition to the above procedures, the hospital will also carry out antiseptic treatment on the body, and the funeral home will turn it into a funeral home and issue a burial certificate.

(12) such as the place where tourists die. If it is not an exit port, the local quarantine organ shall issue a quarantine certificate from the place of death to the exit port. Then the quarantine organ at the exit port will issue a "permit for foreigners to carry coffins" to the "corpse"/"coffin/entry/exit permit" of China People's * * and National XX Quarantine Station, and then the embassy or consulate of the country where the deceased holds the passport will handle the coffin transit passport and leave the country together with the coffin.

(13) relatives and friends shall pay their own expenses during their stay in China.

(14) Write a complete accident report and submit it to the travel agency.