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QuestionsandAnswersonNormalServicesofTourGuidesandonWaysofSolvingSpecialProblems 1 Howwouldyourespondtotheincidentthatyourguestandyouhavearrivedattheairportbutthelocalguideisnottheremeetingyou 1 Nationalguidetrytoreachthelocalguideandthelocalagency2 Guidegueststoaproperplacetowaitandapologizefortheinconvenience3 Hirecoachtothedesignatedhotel4 Theexpensesincurredareonthepersonresponsible5 Keeparecord 2 YougetanurgentcallforyoutomeetagroupatHongqiaoAirportat3pmandthedriverisalreadythere Whatwouldyoudowhenyouarriveattheairport 1 Checkthearrivaltimeoftheguests2 Arriveattheairport30minutesinadvance3 Findthedriverandchecktheparkingplaceandtellthedriverabouttheitinerary4 Checkthearrivaltimeagain 5 Greetthegroup6 Checkthetournumberandthegroupandtheluggage7 Guidethegueststothecoachandhelpthemgetaboard 3 AgroupfromtheUnitedStateshasjustarrivedatPudongInternationalAirport Whatwouldyoudowhenthetourleadertoldyouthatapieceofluggagewasmissing 1 Reporttothelost and foundofficeandleaveaphonenumberforfurthercontact2 Getdowntheaddressandphonenumberoftheairlineofficeandthenameofthepersonincharge3 Keepcontactwiththepersonconcernedforinformationabouttheluggage4 Helptheguestbuysomeitemsfordailyuse5 Whentheguestmovestothenextdestination notifythelostandfoundofficeofthiscase 6 Helptheguesttofileaclaimagainsttheairlinecompany 4 WhatwouldyoudowhenthetourleaderaskedyoutoaddonanewprogramlikeXintiandi 1 Explaintheimportanceofkeepingtheagreedschedule2 Grantthespecialrequestontheconditionthatthetourleaderandguestsagree3 Theexpensesincurredareontheguests 4 Keeparecordwiththesignatureofthetourleaderandthenationalguide 5 Arrangeforthenewprogram 5 Whatwouldyousaybeforeyoulettheguestsgetoffthecoachforatouroftheattraction 1 Abriefintroductionto place 2 Thedurationatthisplace3 Themeetingtimeandplace4 Thenumberofthecoach5 Theprecautionsagainstcertaincases 6 Whatwouldyoudototakecareofcarsickguests 1 Donoteattoomuchbeforetravelling 2 Preparesomemedicineforcarsickness 3 Sitonthemorebalancedseatsorthefrontseats 4 Askforhelpfromthestewards 7 Whatwouldyoudowhentheguestsrequestedtomovefroma3 starhoteltoa4 starhotel 1 Providingthatthehoteltostayinisinconsistentwiththatintravellingplan thelocalguideshouldreportittothetouringagency lookforaappropriatehotelandapologizetotheguests 2 Infaceofthosewhoinsistonchangingthehotelregardlessoftravellingcontract thelocalguideshouldmakegoodexplanation andaskthetourleaderandthenationalguidetohelppersuadethegueststoabidebytheschedule 8 Howwouldyourespondtothearchitectswhowouldlikeanadd onvisittoZhujiajiaoforitstraditionalarchitecture 1 Ifitisagrouprequest weshouldconsiderwhetheritisreasonableandpossible Ifso weshouldgettheagreementandsignatureofthegroupleader nationalguideandallthemembersofthegroup reportittothetravelagencyifnecessary informthegueststhattheextraexpensesincurredareonthemselves Afterthat arrangefortheactivity 2 Ifittherequestisputforwardbyindividualguest itshouldbedecidedaccordingtoscheduleandsituation Supposetherequestcanbesatisfied trytohelpbuytickets arrangefortaxiesandinformthepointsforattention Weusuallydonotescortthegueststothescenicspot 9 Howwouldyourespondtotheincidentthataguestfromthegrouphadtocutshorthistourbecauseofurgentcallathome 1 Makeclearofthepatient sconditions andappealtoemergentrescue Ifonthewayorinahotel trytofindadoctorandthensendthepatienttoahospitalimmediately CallAEAorSOSifthepatientisamemberofeitheroftwoorganizations 2 Asktherelativesofthepatient groupleaderornationalguidetoescortthepatienttothehospital andtakecareofhim 3 Whilethepatientisstayinginthehospital thelocalguideoftencomestovisithi4 Helpseparatehisvisaformthecollectivevisa 5 Makearrangementsforsightseeingfortherestofgroup 6 Submitawrittenreporttotheravelagency statingthedetailsofthecaseandthemeasurestaken 9 Howwouldyourespondtotheincidentthataguestfromthegrouphadtocutshorthistourbecauseofurgentcallathome 1 Makeclearofthepatient sconditions andappealtoemergentrescue Ifonthewayorinahotel trytofindadoctorandthensendthepatienttoahospitalimmediately CallAEAorSOSifthepatientisamemberofeitheroftwoorganizations 2 Asktherelativesofthepatient groupleaderornationalguidetoescortthepatienttothehospital andtakecareofhim 3 Whilethepatientisstayinginthehospital thelocalguideoftencomestovisithi4 Helpseparatehisvisaformthecollectivevisa 5 Makearrangementsforsightseeingfortherestofgroup 6 Submitawrittenreporttotheravelagency statingthedetailsofthecaseandthemeasurestaken 10 ThetouristsofagrouprequestsometomebeforethattheWesternfoodmealpreviouslyreservedforthemshouldbechangedtoaChinesefoodmeal howshouldthelocalguidedealwiththerequest 1 Iftheirrequest forsubstitutionofChinesefoodforWesternfood ismade3hoursbeforethemeal thelocalguideshouldapproachtherestaurantandtrytomeettheirrequirementasfaraspossible 2 Iftheyaskforthechangejustbeforethemeal Thelocalguideusuallyrefusesbutmusttellthemwhyitcannotbechanged 3 Iftheystillinsistonmakingthechange thelocalguidecansuggestthattheyorderthemealthemselvesattheirownexpenses 4 Theirrequestforadditionaldishesandbeverage inexcessofthesetquota canbegrantedprovidedtheyagreetocovertheextracharge 5 Howwouldyourespondtotheincidentthataguestfromthegrouphadtocutshorthistourbecauseofurgentcallathome 6 Howwouldyourespondtotheincidentthataguestsuddenlyfellseriouslyillandhadtobehospitalized 7 Howwouldyourespondtotherequestofmovingfromtheassignedroomtoaroomwithariverview 8 HowwouldyourespondtotheincidentthatyougottoknowjustbeforethedinnerthataguestfromthegroupisaMuslim 9 Howwouldyourespondtotherequestofchangingdishesbecauseofsuddenillness 10 Howwouldyourespondtotherequestbyanoldcouplewhochoosetostayoutofthemountain climbingprogram 11 Howwouldyourespondtotherequestbyaguestwhoaskedyoutobuyapieceofartifactandshiphimafterthetour 12 WhatwouldyoudowhenyoufindaguestfromthegroupismissingafteratourofYuyuanGarden 13 Whatwouldyoudowhenaguestfromthegrouptellsyouthathiswalletwasstolenlastnightandhispassportandsomecashareinit 17 Yougotanitinerary路线旅程 行程 ai ti ofthetwo daytourofyourgroup Howwouldyoumakegooduseoftheplantogetpreparedforthework 18 YougetanurgentcallforyoutomeetagroupatHongqiaoAirportat3pmandthedriverisalreadythere Whatwouldyoudowhenyouarriveattheairport 19 YouareattheairportexpectingagroupfromSingapore Whatwouldyoudotomakesurethatyoucouldfindyourgroupeasilyandright 20 Deliverawelcomespeechtothenewlyarrivedguest 21 DeliveraspeechtotheguestwhoareleavingShanghai 22 HowwouldyourespondtotheincidentthatanoverseasChineselosthiswalletwithhispassportinit 23 Whatwouldyoudowhentheprograminyouritineraryisaone daytourofZhouzhuangandinthetourleader sisatourofSuzhou 24 Whatwouldyoudowhenyouaretakingthenewlyarrivedguestsonthewaytothe
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