2025年乘务英语情景对话冲刺练习卷

2025年乘务英语情景对话冲刺练习卷考试时间：______分钟总分：______分姓名：______模拟试卷第一部分：情景对话选择你正在机场值机柜台工作。1.Passenger:Excuseme,doyouhaveanyseatsavailableonFlight452toShanghairightnow?You:______a)Yes,certainly.Pleasefollowmetothecounter.b)I'msorry,butallseatsonthatflighthavebeensoldout.c)Yes,wedo.Howmanypassengersaretraveling?2.Youareexplainingthesafetydemonstrationtothepassengers.Pleasestartwiththeoxygenmask.You:"Incaseofemergency,oxygenmaskswilldropfromtheoverhead.Please先(xiān-first)makesureyourownmaskissecurelyfastenedbeforeassisting______."a)childrenorotherpassengersnearby.b)anyonewhoneedsit.c)theflightattendantnexttoyou.3.Apassengerapproachesyourservicestationduringtheflightandsays,"Ifeelreallyunwell.Couldyoupleasegetthecabincrew?"You:______a)Yes,Iwillinformthemimmediately.Pleaseremainseatedfornow.b)Youshouldseeadoctoronthegroundafterweland.c)Itmustbethefoodyouate.4.Passenger:Iaskedforavegetarianmeal,butthisisfish.You:______a)Iapologizeforthemistake.Iwillarrangeforavegetarianmealtobebroughttoyoushortly.b)Vegetarianmealsareverydifficulttoprepare.Pleasetrytoeatthisone.c)Maybeyouorderedthewrongmealyourself.5.Youneedtocheckthepassenger'sIDandticketbeforeboarding.Passenger:Hereismypassportandthisismyboardingpass.You:______a)Thankyou.Pleasewaithereforfurtherinstructions.b)Okay,Iwillcheckthemnow.Pleasestandoverthere.c)Doyouhaveanyluggagetocheckin?第二部分：情景补全Youareassistingapassengerwhoissittingnexttoyouduringtheinitialcabinservice.6.You:"Wouldyoulikeadrink,perhapssomewaterorjuice?"Passenger:______I'dlikeacupofcoffee,ifpossible.7.You:"Wewillbeservingdinnerinabout30minutes.Wouldyouliketopre-order?"Passenger:______Yes,Iwouldlikethespecialmeal,please.8.Passenger:Excuseme,Iseemtohaveleftmywalletontheseatinfront.You:______Letmechecktheoverheadbinsforyou.Isitasmallblackwallet?9.Duringthesafetydemonstration,youannounce:"Theemergencyexitislocatedoverthere.Pleasekeepthe______clearatalltimes."a)aisleb)windowseatc)seatback10.Afterlanding,youannounce:"Ladiesandgentlemen,welcometoBeijingCapitalInternationalAirport.PleaseremainseatedwithyourseatbeltsfasteneduntiltheCaptainturnsoffthesign.Thankyou,andhaveapleasantjourney."You:"Forbaggageclaim,yourbagswillbefoundat______."a)Gate3b)Carousel7c)BusinessClassTerminal第三部分：情景记录Youareatthebaggageclaimarea.Apassengeriswaitingfortheirluggage.11.Passenger'sName:______FlightNumber:______BaggageTagNumber(lastfourdigits):______AnyIssueswithBaggage:______第四部分：简答Youencounterapassengerwhoisclearlyupsetbecausetheflighthasbeensignificantlydelayedduetobadweather.12.Whatarethekeypointsyoushouldincludeinyourinitialresponsetotheupsetpassenger?(Writeincompletesentences)13.Howshouldyouhandlethesituationtode-escalatethepassenger'sfrustrationandmaintaingoodservice?(Writeincompletesentences)试卷答案第一部分：情景对话选择1.a2.a3.a4.a5.b第二部分：情景补全6.Yes,please.7.Sure.8.Ibelieveso.9.a10.b第三部分：情景记录11.(答案会因模拟而异，例如：Passenger'sName:ZhangWei;FlightNumber:CA123;BaggageTagNumber:8642;AnyIssueswithBaggage:None)-*评分标准应关注信息的完整性和准确性*12.(示例答案思路：Iunderstandyourfrustrationaboutthedelay.Theweatherconditionsweresevere,andtheCaptain'spriorityistoensurethesafetyofallpassengers.Wearecurrentlywaitingforthesituationtoimprovesowecancontinueourjourney.Iwillinformyouassoonasthereisanyupdate.)13.(示例答案思路：First,Iwilllistenpatientlytounderstandhisconcernswithoutinterrupting.Iwillapologizesincerelyfortheinconveniencecausedbythedelay.Iwillprovideclearandregularupdatesontheexpecteddeparturetimeassoonasinformationbecomesavailable.Ifpossible,Iwillofferassistanceorcompensationaccordingtocompanypolicy,suchasprovidingrefreshmentsorarrangingaccommodationifthedelayisexpectedtobeverylong.Iwillremaincalmandprofessionaltoreassurehimthatthesituationisbeingmanaged.)解析第一部分：情景对话选择1.解析：选项a是标准值机流程的回应，表示确认有座位并提供后续指引。选项b直接拒绝，不符合服务态度。选项c询问人数，不是首选回应方式。因此，a最符合乘务员的专业行为。2.解析：安全演示强调先确保自身安全再帮助他人，这是标准程序。选项a明确指出了帮助的对象（儿童或附近乘客），符合程序。选项b过于笼统。选项c错误，不应优先考虑帮助谁。因此，a是正确的。3.解析：乘客报告不适，首要任务是告知机组并协助乘客。选项a体现了及时通知和安抚乘客的措施。选项b将责任推给乘客，不恰当。选项c猜测原因，不专业。因此，a是最合适的应对。4.解析：乘客指出错误，应首先道歉并承担责任。选项a表达了歉意，并承诺提供正确餐食，是标准的错误处理流程。选项b抱怨困难或指责乘客，态度不佳。选项c试图推卸责任。因此，a是正确的服务态度和行动。5.解析：在登机口核对证件是职责所在。选项a表示检查后会进一步指示，流程合理。选项b要求乘客等待，没有说明后续动作。选项c转向询问行李，不符合先核验身份的顺序。因此，b是更符合逻辑的后续步骤。第二部分：情景补全6.解析：回答“Wouldyoulikeadrink?”的常见礼貌回应是先表示同意或接受提议。"Yes,please."是简洁、礼貌的肯定答复。7.解析：乘务员询问是否要预订餐食，乘客同意。"Sure."是表示同意的常用简短回答。8.解析：乘客丢失钱包，乘务员表示要帮忙查找。"Ibelieveso."是一种礼貌的、表达猜测或希望的表达方式，符合语境，表示“我希望能找到”。9.解析：安全须知中强调通道的重要性。Aisle（过道）是乘客需要保持畅通的地方，用于紧急疏散。因此，aisle最符合安全提示的语境。10.解析：登机后广播的最后环节通常是告知行李提取处。Baggageclaim（行李提取）后接具体的提取位置，"Carousel7"(转盘7)是典型的行李提取点标识。第三部分：情景记录11.解析：本题考察信息记录能力。需要根据模拟情景填写乘客姓名、航班号、行李牌后四位以及是否