来源：广东省导游人员考评委员会《广东省2026年全国导游资格考试现场必读（英语）》。本文完整转载官方原文，如与官方文本有出入，以广东省导游人员考评委员会当年公告为准。
28. In what manner must tour guides behave before the excessive demands and critical remarks of the tourists?
Before the excessive demands and critical remarks of the tourists, the tour guide must keep calm and behave reasonably and politely.
(1) First, they should have the patience to listen to the tourists and must not interrupt them to assert that their demands are unreasonable, or just find an excuse for refusal.
(2) Second, they should keep smiling all the time and must not talk back to the tourists or become impatient the moment he hears something unpleasing to the ear.
(3) Third, they should have the patience to explain to the tourists why it is impossible to satisfy their demands even if they are reasonable, and must not flatly refuse them simply by saying “No, it is impossible!”
28．面对游客的苛求和挑剔，导游人员应如何应对？
答：（1）一要认真倾听，不要没有听完就指责游客的要求不合理或胡乱解释；
（2）二要微笑对待，不要一听到不顺耳的话就表示反感还恶语相向；
（3）三要耐心解释，对合理的但不可能办到的要求，要耐心地、实事求是地进行解释，不要以“办不到”一口拒绝。
29. What kind of relationship should be maintained between the tour guides and the tourists?
(1) The tour guides must bear in mind that they are the host and must behave as such. they should have the manner of being hospitable, courteous and thoughtful towards the guests.
(2) But the tour guides must not keep much too close a relation with the tourists. They should treat people equally and must not favor one and be prejudiced against the other. They must never tell tales among the tourists, nor must he get involved in the disputes between them.
29．在带团的全过程中，导游人员与游客之间应保持怎样的人际关系？
答：（1）导游人员要记住自己是主人。要有主人热情好客的态度，要有主人的度量，对游客礼让三分。
（2）导游人员不要与游客过分亲近；不介入旅行团内部的矛盾和纠纷，不在游客之间搬弄是非；对待游客要一视同仁，不厚此薄彼。
30. How are tour guides to assist foreign tourists to meet with people in China?
When the foreign tourists in a group of a special trade are scheduled to meet with their Chinese counterparts, the tour guide is duty-bound to act as an interpreter. If another interpreter is appointed, he can just sit aside and listen quietly. In case the tourists want to meet with their friends or relatives in China, the tour guide can help them with arrangements, but usually he is not necessarily responsible for interpretation.
30．导游人员应如何协助、安排入境游客的会见活动？
答：（1）当游客（主要是专业旅行团）会见中国方面的同行或负责人，必要时导游员可充当翻译；
若另有翻译，导游员可在一旁静听。
（2）若游客要会见在华亲友，导游员应协助安排，一般情况下没有充当翻译的义务。
31. What must the local guide do before setting out to meet the tourist group in order that the tour bus for the group may be properly arranged?
In order to make sure that the tour bus for the group is properly arranged, the local guide must:
(1) Call the tour bus company to inquire about the model and number of the bus and the name and telephone number of the driver, and then …
(2) Get in touch with the driver to decide when and where they shall meet and, at the same time, tell the driver the itinerary and sight-seeing program of the group.
31．地陪在接团前应如何落实旅游车辆？
答：（1）与车队联系，确认车型、车牌号和司机姓名及电话；
（2）与司机确定接头地点并告知活动日程和具体时间安排。
32. What articles should the local guide get ready for conducting a tourist group?
Before setting out to meet the group, the local guide should get the following things ready for use in conducting the group: adequate copies of tourist maps or brochures and admission tickets according to the number of people in the group, vouchers or cash for payments for meals or other expenses, tour plan of the group, tour guide’s identity certificate, sign board and flag of his travel service and so on.
32．地陪上团前应准备好哪些物品？
答：上团前，按照人数领取导游图、门票、用餐结算单和费用，带好接待计划、导游证IC卡、本社社牌、导游旗、接站牌等必备物品。
33. What should the local guide do when the group is on the way to a tourist attraction?
When the group is on the way to the tourist resort for sight-seeing, the local guide should …
(1) Announce to the tourists the sight-seeing program of the day;
(2) Take occasion to make the tourists acquainted with the sights passed by; and ...
(3) Give them a general description of the place they are going to visit.
33．在旅行团前往景点参观的途中，地陪应做些什么？
答：（1）重述当日的活动安排;
（2）做好沿途风光导游;
（3）扼要介绍景点的情况。
34. What should the local guide tell the tourists when they are gathering in front of the sketch map of the tourist resort? （20）
(1) On this occasion, the local guide should illustrate to the tourists the route of their procession, tell them how long they will stay and at what time and what place they shall meet to leave for the next destination.
(2) In the meantime, he should make clear other matters deserving their attention while visiting the place.
34. 在景点示意图前，地陪应向游客交代什么？
答：（1）讲明游览路线、所需时间、集合时间和地点等；
（2）讲清游览参观过程中的有关注意事项。
35. What should the local guide tell the tourists when they are having an elaborate dinner of typical local dishes?
On this occasion, the local guide should try to make the tourists acquainted with the famous local dishes, their ingredients, ways of preparation and serving, eating, and the stories relating to them, if any.
35．在风味餐宴上，地陪要向游客介绍什么?
答：地陪要向游客介绍风味名菜的选料、烹制，有关典故及其吃法。
36. What is the right manner for the national guide to deal with the conflicts between the tour escorts and the group members?
(1) The national guide must not inquire deeply into the details of their conflict.
(2) He must not get involved in their disputes by stating his view to favor one side against the other.
(3) On the contrary, he must act as a peace-maker to mediate between them, if possible.
36．领队与客人之间出现矛盾时，全陪应该怎么办?
答：（1）全陪对他们之间的矛盾不宜寻根究底；
（2）不宜发表自己的意见，不宜介入矛盾；
（3）必要时可帮助协调他们之间的关系。
37. What should the national guide do to ensure that the tourists will be safe from accidents while they are sightseeing?
(1) When the group is doing sightseeing, the national guide should help the local guide with his work. He should keep a close watch on the surroundings and the movements of the tourists so as to guard against accidents and see to it that the tourists will not wander away from the group.
(2) He should often advise the tourists to stay safe from danger and remind them to take care of their personal belongings. If unfortunately an accident should happen, he must rely on the local travel service to handle it properly.
37．在游览活动中，为了保护游客的安全，预防事故的发生，全陪要做什么？
答：（1）在游览活动中，全陪要注意观察周围的环境，留意游客动向，协助地陪圆满完成导游讲解任务，避免游客走失或发生意外。
（2）全陪要提醒游客注意人身和财物安全；如突发意外，应依靠地方领导妥善进行处理。
38．What should the national guides do when the group is traveling long distance (by plane, train or ship)?
(1) When the group is traveling long distance by plane, train or ship, the national guides must try to seek help from the crews of the plane, the train, and the ship，working together to ensure that the tourists will be taken good care of and will stay safe from danger.
(2) They should also remind the tourists to watch the safety of their own persons and their personal belongings.
(3) They must have their meals and recreational activities properly arranged and make sure that they can have a good rest on board.
(4) Keep safely the baggage checks and other documents such as plane tickets, train tickets and boat tickets, and hand them to the local guide when arriving at the next destination;
(5) When traveling on train, he should help the tour escort to distribute in advance the compartments and berths to the group members
38．团队乘坐长途交通工具（机、车、船）时，全陪应做好哪些工作？
答：（1）乘飞机（火车、轮船）时，全陪要积极争取民航、铁路、航运部门工作人员的支持，共同做好安全保卫、生活服务工作；
（2）在运行中，全陪应提醒游客注意人身和物品的安全；
（3）组织好娱乐活动，安排照顾好游客的饮食和休息；
（4）保管好行李托运单和飞机、车、船票等单据，抵达下站时将其交予地陪；
（5）乘火车旅行时，应事先请领队分配好包房、卧铺铺位。
39. What should the national guide do when the group is going to leave a city for the next destination?
(1) When the group’s visit to a city is coming to an end, the national guide should consult the local guide to make sure that transport tickets for the next destination are confirmed and…
(2) Help the local guide and the tour escort with the necessary procedures for leaving the city.
(3) In the meantime, he must keep and take care of the transport tickets and luggage claiming tags of the group.
39．在旅行团离开各地时，全陪应做好哪些工作？
答：（1）提前提醒地陪落实离站的交通票据及离站的准确时间。
（2）协助领队和地陪办理离站事宜。
（3）妥善保管票证。
40. What should a tour guide prepare mentally before conducting tourist groups?
(1) A tour guide must get prepared to bear hardships and troubles. He not only must render a warm service to the tourists according to the routine working procedure, but must also be ready at all times to tackle any problems and accidents probably occurred in the course of the tour and to offer additional services to particular tourists.
(2) A tour guide must get fully prepared to endure grumbles and complaints. No matter how hard a tour guide tries to serve the tourists attentively, there would always be someone who finds fault to make complaints. So, the tour guide must get fully prepared for this and, when this happens, he must have enough of the patience and tolerance to proceed with his work without resentment and regret.
40．导游人员在上团前，要做好哪些方面的心理准备？
答：（1）准备应对艰苦复杂的工作。导游人员不仅要按照常规工作程序的要求向游客提供热情的服务，还要有为特殊游客提供服务以及在接待工作中发生问题或事故时去面对、去处理的思想准备。
（2）准备承受抱怨和投诉。导游工作繁杂辛苦，有时导游人员已尽其所能热情周到地为旅游团服务，但还会有一些游客挑剔、抱怨、指责导游人员的工作，甚至提出投诉。对于这种情况，导游人员也要有足够的心理准备，冷静、沉着地面对，无怨无悔地为游客服务。
本稿说明（本站整理，非官方内容）
导游规范服务问答共 40 题，本篇是第 28 至 40 题。知识问答三题里的导游规范题（10 分）就从这 40 题中抽取，答题时先给程序再给理由。