Practical Guidance for Tour Guides: Practical Case Analysis Questions for Tour Guide Examination

1. A Singaporean tour group of 23 people was received by local escort Ms. Wang in X city. After visiting a temple in the afternoon, Wang introduced a newly opened local pearl museum to everyone. She said: "The owner He is my friend, and he guarantees good prices and good quality." At the pearl museum, a lady named Zhu became interested in a pearl necklace priced at 4,000 yuan. Wang immediately took the initiative to introduce the method of identifying real and fake pearls, and bargained for it, finally settling for 900 yuan. Transaction.16: 00, the tour group visited a certain scenic spot. Because the scenic spot was about to close, everyone hurriedly took photos as a souvenir and left. On the way back to the hotel, several men asked to go to the bookstore to buy maps of China, and several women wanted to buy Chinese cooking. Books. Ms. Wang said that she could arrange it. Before leaving the next day, Ms. Zhu held the necklace she bought yesterday and asked Ms. Wang to help her return it. She said: "An expert determined that it is a defective product." Wang said that it could not be returned and she visited in the morning. After that, she took the whole group to a designated handicraft store. Many people were not interested and just sat in the car. Ms. Wang begged, "Please help me. It doesn't matter if you don't buy anything. You can just go into the store and take a look around." "So, some tourists reluctantly got out of the car and entered the store. At 13:30, on the way to the airport, several tourists mentioned buying books again. Ms. Wang said: "There is no time." A week later, the travel agency received a call from Singapore to organize a group The fax sent by the agency stated that if the agency has a team to go to city N in the future, Miss Wang cannot lead the group.

I would like to ask: What did Miss Wang do wrong in the process of receiving the group? Why?

2. At 8 o'clock in the morning, all members of a tour group were already seated in the car and were preparing to leave the hotel and head to the station. Local tour guide A hurried from the hotel. After getting on the bus, he counted the number of people and asked the tour guide about the luggage situation. The tour guide told him that the entire group had 16 pieces of luggage, which he had handed over to the tour leader and the hotel bellman. After that, A said the following: "Ladies and gentlemen, good morning! Our whole group of fifteen people has arrived. OK, let's go to the train station now. This morning, we will take the 9:30 train to the next train. Dear, you must have had a great time over the past two days, right? I am very grateful to you all for your understanding and cooperation in my work. There is an old saying in China: It is necessary to know each other when we meet. In just two days, we have enhanced our understanding of each other and become successful. Friends, when we are about to say goodbye, I hope that all ladies and gentlemen will have the opportunity to visit our city again in the future. People often say that the world is getting smaller and smaller, and we will definitely have the opportunity to meet again. Now I will sing a song for everyone. , I wish you all a safe journey and a happy journey! (Singing) Okay, ladies and gentlemen. The train station is here, please get off the train now."

Please use your tour guide's knowledge to analyze that Tour Guide A is here. shortcomings in a period of work.

Reference answers

1. Analysis:

WHO--- It has been stated in the question that Miss Wang is a local escort in N city.

WHEN----No changes in time have occurred, so there is no need to consider time issues.

HOW---Tourists' shopping requirements violate professional ethics and behavioral norms.

Answer:

1. Wrong - taking tourists to non-designated shopping stores for shopping; Correct handling - tour guides must go to designated shopping stores when leading shopping groups.

2. Wrong - introducing products without seeking truth from facts; correct handling - tour guides cannot deceive tourists into spending or collude with operators to deceive tourists into spending.

3. Error - refuse to help tourists return or exchange goods; correct handling - tourists request to return or exchange unsatisfactory goods, and the tour guide should satisfy them, especially if they have done so.

4. Error---Multiple forced shopping arrangements have affected normal tourist activities. Correct handling--tour guides cannot coerce tourists to consume or operators collude to coerce tourists to consume.

2. Analysis:

WHO---It has been stated in the question stem that A is the local companion.

WHEN---No time change has occurred.

HOW-----Delivery service.

Answer:

1. I was late on the day of sending the group off.

2. Failure to check the luggage in person before leaving the store.

3. Tourists were not reminded to check their belongings before departure.

4. Tourists were not reminded to check out with the hotel and hand over the room keys.

5. Tourists were not reminded again to check their documents and belongings before driving.

6. The tourists’ opinions and suggestions were not solicited in the farewell speech.

7. There was no review of tourism activities in the farewell speech.

8. There was no apology in the farewell speech.

9. Tourists were not reminded again to bring their carry-on luggage before getting off the bus.