2024年5月31日发(作者：)
特殊问题回答技巧
1What should the tour guides do when they discovered that an old man is
missing while the group is 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 guides and the tour escort should look for him
separately ,while the rest of the group should follow the local guide to proceed with the
your .
(2) If they failed to find him, they should apply to the nearby police station and to
his 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 be prepared to deal with possible problems arising from the
event.
(6) Finally, they should write out a report on the event.
2. What should the tour guides 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 guides 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.
3. What should the tour guides do in case a tourist in the group suddenly had a
heart attack?
(1) If the tourist is surely suffering from heart attack, the tour guide should
immediately help him lie down on his head cushioned to rise a bit, and ask his family
member to feed him with 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 rearmament 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 .It 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.
4. What must the tour guide do if, by any chance, the tourists were robbed when
they were on their own?
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 tourists 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
5. What precautions should the tour guide take when the group has just checked
in at the hotel in order that, in case of fire, the tourists may quickly escape with their
life?
In order that, in case of fire, the tourists may quickly escape 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 member of the tour escort and all other tourists of the group.
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 elector and in no case should they leap
down from height 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 can not run away, they must
stop up the chinks of the door with soaked clothes or bedding 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
7 .What should the tours guide do if, by any chance, the tourists are poisoned by
foot?
In case the tourists suffer food-poisoning…
(1) 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) Must take them immediately to the hospital for emergency treatment and ask the
doctor for a medical certificate.
(3) He meantime, he should report the case to the local travel service to fix
responsibility on the restaurant.
8 .The tourists of a group requested some time before meal that the Western-food
meal reserved for them should be changed to a Chinese-food meal .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.
local guide of a group just go 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 room’s falls short of the requirements provided inn the
tour contract, so, if I were the local guide of the group, I must undertake the
responsibility of changing those 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 space 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 too 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
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 form 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 shipping 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.
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 tab 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.
12. A tourists group scheduled to arrive this morning is reposted to be delayed till
tomorrow before dinner and so the time of its stay in the local city will be short
ended 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 earlier
arrangements off 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 accord kingly .While the
tourist resort 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.
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 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 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 fulfilling the scheduled sightseeing
program.
14、As the road to the tourist resort is impassable, a tourist group has to cancel its
one-day tour to the place and this has made the tourists feel quite unhappy. How
can the local guide solve this problem?
(1)The local guide must arrange anther 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.
15、Supporting that ,when you get to the train station ,the tourists group you are
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 off 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.
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?
In this case I must first try to find out why the tourist made the request. If the reason is
that the two-room mate were not getting a good well with each other, I would ask the
tour escort to mediate between them or try to help them ask the escort to 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.
If the tour escort failed to settle the problem, I can ask for an extra single room from
the hotel provides it’s available. But, I must make it clean to that tourist beforehand
that he should pay for it because the general rule is that person who asks for should
pay.
17What must the tour guide do in case the group has failed to catch the flight?
In case the group has flight, the tour guide must do the following:
He must report the matter immediately to the leaders of his travel service to ask for help.
He must consult the airline and try to arrange another flight for the group to leave tat an
earliest possible time.
He must have the meals, hotel accommodations and sightseeing well arranged for the
tourist while they are detained so as relieve them from anxiety.
Then, he must inform the travel service in the next destination city so that they may alter
tour program for the group accordingly.
And, of cause, he must write out a report to find out the cause of the event and to
ascertain where responsibility lies so that the wrong –doer should answer for the losses
incurred.
18What 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 him for a new American passport and
a new visa to China. The expense incurred from this must be borne by the person
concerned.
To help him apply for a new American the local guide must first get a certification of loss
from the local travel service and ask the tourist to get his photo ready for use.
With the certificate of loss from the Guangzhou Public Security Bureau and ask the case
to the for an official of loss
With the certificate of loss from the Guangzhou Public Security Bureau, the tourist
should go to America Consulate in Guangzhou to apply for a new American passport.
19. What should the tour guide do if an American Chinese 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.
To apply for a new Chinese passport, the tourist must first get his photos ready for
use.
And the local guide must get a certificate of loss from his travel service.
With the certificate of loss form the travel service, the tourist must go personally to the
Publish Security Bureau of Guangzhou Province to report the loss and apply for a new
Chinese passport.
Then, with the new passport, the tourist should apply to the American Consulate in
Guangzhou for an entry visa to the US.
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?
The tour guide should first ask the local service to write out a letter of certification to
prove the loss.
With the letter of written by the local travel service, the tourist must personal report to
will be settled after the tour according to the stipulations of the tour contract. the local
publish
The local public security bureau will verify the case and issue a certificate to prove his
identity.
If he failed to get the certificate from the public security bureau , the tour guide should
arrange for him to travel fares should be paid by the said tourist and final accounts
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?
In case, the local guide should take the tourist to the Lost Luggage Registration Office
of the airport to report and register the loss.
While the grope is vesting the local city, the local guide should often call the airport to
inquire about the result of their search for the luggage.
When the luggage is not found for the moment, the local guide should help the tourist
to buy the daily necessities.
If eventually they give it up for lost, the local guide should help the tourist to claim
compensation from the airline.
22. What should the tour guide do if the tourists are greatly discontented with the
meals they have been served during their stay in a city?
The tour guide should earnestly listen to and write down the opinion and complaints of
the tourists.
And report the matter to the local travel service and the hotel or restaurants so that
they would make important or take possible remedial to apologize to the tourist.
Also, he should make a study of people’s like and dislike.
23. What should the national guide do to take care of the tourists who are liable to
carsickness, airsickness or seasickness?
To take good care of the tourists who are liable to carsickness, airsickness or
seasickness, the national guide should warm them not to eat too much before traveling.
He should remind them to take a right dose before carsickness preventive, but must warm
them of the contradictions of the drug because much carsickness is harmful to health.
When assigning seats on the bus or plane, that less shaky position should be
reserved for them.
When the group is traveling long distance by plane or train, the national guide should
ask the attendant to help look after them.
24. What should the tour guide do if a tourist in the group fainted away for
heatstroke?
If a tourist in the group 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.
Then he should feed him some salted drinks and heatstroke preventive if they are
available
When the painter condition is still serious, he can just let him sit or lie down to rest for
a while.
But if his condition is very serious, he must be taken to the hospital.
25. What should the tour guide advise the tourists to do in order that they would be
safe from harm or attack while they are staying in the hotel?
To ensure that the tourists are safe from harm or attack wile they are in the hotel, the tour
guide should advise the tourists.
That they must lodge their valuables in the safes of hotel instead of carrying them in
their person or just leaving them about in the hotel room.
And that they should always leaves their doors fastened when doing in and out of
their rooms and must not allow strangers or people who claim to be hotel workers 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.
26. A local guide follows the original schedule and got to the airport in time to meet
the group. However, when the plane came in, the grope didn’t turn up. What should
he do now?
He should immediately try to get in touch with people in his office to find out the
reason.
If the grope is delayed for only a short time, he should keep on waiting in the airport.
If it is delayed for a long time, he must work out a new sightseeing program for the
group according to the arrangement of the departments concerned.
27 A local guide had taken over a group at the air port but ， when they arrived at
the hotel ， he discovered that he had taken a wrong group。 What should he do to
solve the problem？
He should first seek the cause of the mistakes and 。。。
Try to find out where his group is and if it was taken away by mistakes so that he may
get in touch with it without delay。
If his grope was taken by one of his colleagues and they all act as a local guide ，they
don’t need to change。
Then he should honey explain whole things to the tourist and sincerely apologize for
the mistakes。
28. When a group had finished its scheduled itinerary and was going to leave China,
several tourists in the group requested that they would stay behind to proceed with
the tour. What should the national guide do to help them?
The national guide should ask the tour organizer travel service for instruction and give
them necessary assistance. He should get a letter of certification from the local travel
service, have their passport and the collective visa of the grope ready and then to the local
public security.
If the tourist need continue guide service and other service ， the National guide
should help them concluded a new contract with the travel service。
29. Supposing the tour bus of a group was turned over and three people were
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