导游服务技能(英文组)

2020年云南省”导游服务技能(英文组)“业务题题库”

外语学院2019-12-18

2020年云南省“导游服务技能(英文组)”业务试题

(共计30题)


2020年云南省”导游服务技能(英文组)“业务题题库“.docx


Dialogue 1

Suppose you are Wang Ming, a local guide from CITS. You are meeting Mr. Smith, the tour leader of a tour group from USA. Your dialogue will include the following points:

A. Greetings.

B. Ask if the group is led by Mr. Smith.

C. Ask for some details concerned.

 

Dialogue 2

Suppose you are Wang Ming, a local guide from CITS. You are talking with Jack, an individual guest from USA, on the way from the airport to the hotel. The car is about to start right now. Your dialogue will include the following points: 

A. Introduce yourself and the driver to him.

B. Answer questions asked by the guest.

C. General introduction to the hotel.

 

Dialogue 3 

Suppose you are Wang Ming, a local guide from CITS. You are leading the guest to his room. But the guest is not satisfied with the noisy room facing the street. Your dialogue will include the following points:

A. Apologize for the inconvenience.

B. Give the reasons.

C. Offer solutions.

 

Dialogue 4 

Suppose you are Wang Ming, a local guide from CITS. Now you have met your group. One of the guests has lost one piece of his luggage and looks very anxious. Your dialogue will include the following points:

A. Comfort the guest.

B. Ask for the details about the luggage: size, color, material etc..

C. Offer solutions.

 

Dialogue 5

Suppose you are Wang Ming, a local guide from CITS. According to the itinerary, the group will visit the Stone Forest this morning. But it rains heavily. Now you want to cancel the arrangement and go to discuss with the tour leader, Mr. Smith. Your dialogue will include the following points:

A. Explain the danger of going on the tour in such heavy rain.

B. Apologize.

C. Offer solutions.

 

Dialogue 6

Suppose you are Wang Ming, a local guide from CITS. You are helping your guest, Mr. Smith, check in at a hotel, but he cant find his passport. Your dialogue will include the following points:

A. Ask the tourist to present his passport.

B. Comfort the tourist. 

C. Offer solutions  

 

Dialogue 7

Suppose you are Wang Ming, a local guide from CITS. After a day’s visit, one of your guests wants to go out by himself. Make a dialogue with him. Your dialogue will include the following points:

A. Satisfy the requirement if it does not affect the whole plan of the group.

B. Remind the guest to take the name card of the hotel and not to stay out too late.

C. Ask the guest to be careful.

 

Dialogue 8

Suppose you are Wang Ming, a local guide from CITS. Some tourists want to watch the performance of Impression of Yunnan in the evening. Your dialogue will include the following points:

A. Tell these tourists that they should pay for the performance by themselves.

B. Suggest that they should go there by taxi. It is about half an hour to drive from the hotel to the theater.

C. After the performance, they could use Didi Car-hailing app to rent a car and go back to the hotel.

 

Dialogue 9

Suppose you are Wang Ming, a local guide from CITS. You are confirming the itinerary with the tour leader Mr. Smith. Your dialogue will include the following points:

A. Confirm the details of the itinerary.

B. Agree to Mr. Smith’s advice of changing the traditional dinner into one of local special dishes.

C. Reconfirm the set-off time of next day.

 

Dialogue 10

Suppose you are Wang Ming, a local guide from CITS. A guest is complaining that there are too many sites of natural scenery in the itinerary and asks to change for some historical sites. Your dialogue will include the following points:

A. Apologize.

B. Explain the reasons.

C. Offer some historical sites.

 

Dialogue 11

Suppose you are Wang Ming, a local guide from CITS. A coach suddenly stops on the way to the scenic spot, and the driver tells you that there is a mechanic error. After getting to know what happened, you have a conversation with Mr. Smith, the tour leader. Your dialogue will include the following points:

A. Apologize to him for the inconvenience.

B. Tell him that it’s a minor problem and can be fixed in about half an hour.

C. Organize some games or activities when the group is waiting.

 

Dialogue 12

Suppose you are Wang Ming, an operator from CITS. Mr. Smith, an individual guest, is calling you to enquire about a package tour. Your dialogue will include the following points:

A. Greet the guest.

B. Ask for the guest’s expectation of the tour.

C. Give some suggestions about the tour arrangement.

 

Dialogue 13

Suppose you are Wang Ming, a local guide from CITS. An old couple request to stay out of the mountain-climbing program. Your dialogue will include the following points:

A. Get to know the reason and show your understanding.

B. If they can take care of themselves, grant their request and give some precautions.

C. Make clear the meeting place, time, the number of the tour bus, etc.

 

Dialogue 14

Suppose you are Wang Ming, a local guide from CITS. Some young tourists request that they should go swimming in a nearby beach. Your dialogue will include the following points:

A. Patiently tell them open waters that are not intended for swimmers are dangerous for swimming.

B. Take them to a swimming pool.

C. Give them safety precautions.

 

Dialogue 15

Suppose you are Wang Ming, a local guide from CITS. A group is held up by the traffic jam on the way to the airport. Make a dialogue with the tour leader Mr. Smith. Your dialogue will include the following points:

A. Discuss the issue with Mr. Smith.

B. Offer solutions.  

C. Ask Mr. Smith to help to comfort the group. 

 

Dialogue 16

Suppose you are Wang Ming, a local guide from CITS. Half an hour before lunch, the tour group wants to change the western meal arranged for them to a Chinese meal. Your dialogue will include the following points: 

A. Ask for the reasons.

B. Explain to the tourists that such a request should be made 3 hours in advance. 

C. If the guests insist, tell them that they should pay the bill themselves.   

 

Dialogue 17

Suppose you are Wang Ming, a local guide from CITS. The tour leader demands to change to a better hotel, and declares that he has booked one nearby. Your dialogue will include the following points:

A. Make sure the reason for changing.

B. Ask for the name and location of the hotel he has booked.

C. Confirm with the group leader that the extra payment and the fees for canceling reservation should be covered by the tourists.

 

Dialogue 18

Suppose you are Wang Ming, a local guide from CITS. Your guests complain that the dishes are too salty and there is no seafood or meat dishes. Your dialogue will include the following points:

A. Apologize first.

B. Make explanations.

C. Offer solutions.

 

Dialogue19 

Suppose you are Wang Ming, a local guide from CITS. You find one of your foreign tourists is bargaining at a roadside stand over some “antiques”. You go forward and have a conversation with the guest. Your dialogue will include the following points:

A. Persuade the guest not to buy antiques at the roadside stand.

B. Offer some shops for authentic antiques with invoice.

C. Introduce the customs rules regarding the antiques.

 

Dialogue 20

Suppose you are Wang Ming, a local guide from CITS. You are introducing meal arrangements to Mr. Smith, the tour leader. Your dialogue will include the following points:

A. Tell him the time and place of the lunch.

B. Ask about the taboos in diet.

C. Introduce specials in the restaurant.

 

Dialogue 21

Suppose you are Wang Ming, a tour leader from CITS. You are taking 20 tourists from New York to Kunming. You are at the John Kennedy International Airport now. The flight has been delayed due to engine trouble. You contact the clerk of the airline counter with the following points: 

A. Tell the clerk who you are and your group number.

B. Ask if new departure time is available and whats the new check-in time.

C. Tell the clerk that the group should arrive in Beijing before 8:00 p.m. for a connecting flight to Kunming, and ask if there is another flight available.

 

Dialogue 22

Suppose you are Wang Ming, a tour leader from CITS. You take your group to front desk of Hilton Hotel to check in. Your dialogue with the front desk staff will include the following points:

A. Check in for the tourists.

B. Ask whether the WIFI service is available in the hotel.

C. Ask when and where to have breakfast.

 

Dialogue 23

Suppose you are Wang Ming, a local guide from CITS. A member of your group asks to cancel his journey for an emergency at home. Your dialogue will include the following points:

A. Ask for the reasons for cancellation.

B. Comfort the tourist.

C. Offer solutions.

 

Dialogue 24

Suppose you are Wang Ming, a tour leader from CITS. You are calling the housekeeping department of Hilton Hotel. Your dialogue will include the following points

A. Tell the housekeeping who you are.

B. Request some items for some guests.

C. Request a small cake and some roses for Ms. Li because Tomorrow is her birthday.

 

Dialogue 25

Suppose you are Wang Ming, a local guide from CITS. Two foreign tourists tell you that they want to invite their friends in China to take part in the activities of the tour group. Your dialogue will include the following points:

A. Ask some information about the guests friends.

B. Offer solutions.

C. Tell them to get necessary articles ready.

 

Dialogue 26

Suppose you are Wang Ming, a tour leader from CITS. You check out for your tour group in the front office of Hilton Hotel at 7:00 a.m. Your dialogue will include the following points:

A. Identify yourself.

B. Check out for your tour group.

C. Ask whether you could deposit 20 pieces of luggage.

 

Dialogue 27

Suppose you are Wang Ming, a tour leader from CITS. You are calling the Hotel Room Service for a tourist. Your dialogue will include the following points: 

A. Tell the receptionist who you are.

B. Explain the reason why you need room service.

C. Order some food. 

 

Dialogue 28

Suppose you are Wang Ming, a tour leader from CITS. You are on the flight to Paris with your group. One of your tourists is not feeling well. You ask for help from the cabin attendant. Your dialogue will include the following points: 

A. Tell the cabin attendant that the tourist seems sick.

B. Describe his symptoms.

C. Ask for help from the cabin attendant.

 

Dialogue 29

Suppose you are Wang Ming, a local guide from CITS. One tourist complains that the hotel has charged 20 dollars for washing just one overcoat. The price for an overcoat in the laundry list is only 10 dollars. Your dialogue will include the following points:

A. Comfort the tourist.

B. Ask the tourist how long the laundry service takes.

C. Explain the charge to the tourist.

 

Dialogue 30

Suppose you are Wang Ming, a tour leader from CITS. You are helping a tourist to return a bag in a store. Your dialogue will include the following points:

A. Tell the salesman that the tourist wants to return a bag.

B. Explain the reasons.

C. Ask for returning the bag.


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