1First I would calm the guest down and confirm when and where the passport was last used.
2Then I would ask the hotel to search the room and the public areas, and report the loss at the local police station to obtain a written certificate.
3With that certificate and the guest's photographs, I would take the guest to their consulate in Shanghai to apply for an emergency travel document.
4We would then go to the Exit and Entry Administration of the Shanghai Public Security Bureau, so that the visa record is transferred to the new document before the guest leaves China.
5At the same time I would report the case to my travel agency and adjust the itinerary so that the rest of the group is not held up.
评分表上勾的是处置顺序对不对。五句说完就停，别在第一句上铺陈。
应变能力
A guest suddenly feels chest pain while you are on the Bund. What is your first move?
停止行程，就地安置，打 120，不擅自给药，安排人照看团队，陪同就医并报告旅行社。
参考答案
1I would stop the tour at once, help the guest sit down in a quiet, shaded place, and loosen any tight clothing.
2I would call 120 for an ambulance immediately. I would not offer any medicine of my own.
3I would ask the tour leader or a colleague to look after the rest of the group while I stayed with the guest.
4I would bring the guest's documents and insurance details to the hospital, and report to the agency as soon as the guest is with a doctor.
不擅自给药这一条一定要说出口，是评分点。
应变能力
One of your guests does not come back to the meeting point. What do you do?
1I would keep the rest of the group at the meeting point and ask the tour leader to stay with them.
2I would go back over the route we walked and ask the scenic area office to make an announcement over the loudspeakers.
3I would call the guest's mobile phone and the hotel, in case they went back on their own.
4If there is still no news after a reasonable time, I would report to the police and to my travel agency, and I would not leave the area until the guest is found.
先留人再找人。整团跟着一起找，最后走散的会更多。
应变能力
A guest's suitcase does not arrive at the airport. How do you handle it?
1I would take the guest to the baggage service counter and help fill in a property irregularity report.
2I would make sure the form carries our hotel address and the guest's mobile number, so the airline can deliver the bag.
3I would ask the airline about compensation for essential items and the expected delivery time, and translate their answer for the guest.
4I would report it to my agency, and if the delay is long I would help the guest buy the things they need for the night.
填单和留地址是关键动作，说漏了扣分。
应变能力
The coach is involved in a traffic accident. What do you do?
救人第一，保护现场，报警并报告旅行社，安置其余游客，事后写书面报告。
参考答案
1My first concern is the injured. I would check the group, call 120 and 122, and give first aid within my training.
2I would keep everyone away from the traffic and protect the scene, because it is the evidence for the investigation.
3I would report to my travel agency at once and arrange another coach so that the uninjured guests can be taken somewhere safe.
4Afterwards I would write a full written report of what happened and what was done.
救人、保护现场、报告、安置，四步顺序固定。
应变能力
The group's flight home is cancelled because of a typhoon. What do you do?
先确认信息来源，联系航空公司改签，安排食宿，向旅行社报告，把新的时间安排讲清楚，安抚情绪。
参考答案
1I would confirm the cancellation with the airline directly rather than relying on rumour, and find out the next available flights.
2I would explain the situation to the group calmly, in one clear announcement, so that nobody has to guess.
3I would work with my agency to arrange accommodation and meals for the extra night, and help everyone with rebooking.
4Because a typhoon is force majeure, I would explain honestly how the extra costs are shared, rather than promising something I cannot deliver.
不可抗力这四个字要说出来，费用分担的口径别乱开。
应变能力
You arrive at the hotel and the rooms are not ready. What do you do?
先跟前台确认还要多久，把行李寄存，安排客人在大堂或咖啡厅休息，把等待时间用起来，向旅行社报告。
参考答案
1I would speak to the front desk first and get a specific time, not a vague answer.
2I would tell the group exactly how long the wait will be and arrange for the luggage to be stored safely.
3I would settle everyone in the lobby lounge with tea or coffee, and use the time to go through tomorrow's arrangements.
4If the delay is unreasonable I would ask the hotel for an alternative and report it to my agency.
给一个具体时间，比说「马上就好」有用得多。
应变能力
A guest wants to leave the group for a day to visit a relative. What do you do?
确认本人意愿，请其书面说明离团时间地点和归队安排，讲清安全责任，报告旅行社，约定联系方式。
参考答案
1I would first make sure this is the guest's own wish and understand the arrangement.
2I would ask the guest to sign a short written note stating when and where they leave the group and when they will return.
3I would explain clearly that the agency cannot be responsible for their safety during that time, and give them my number and the hotel address.
4I would report it to my travel agency before the guest leaves, not afterwards.
书面说明这一步不能省，口头同意事后说不清。
应变能力
The fire alarm goes off at night in the hotel. What do you do?
先确认警报真假，通知客人，走安全通道，不乘电梯，低姿捂口鼻，到集合点清点人数。
参考答案
1I would check with the front desk whether it is a real alarm, but I would not wait long to act.
2I would knock on my guests' doors and lead them to the fire stairs. We never use the lift.
3I would tell everyone to keep low and cover their nose and mouth with a wet towel if there is smoke.
4At the assembly point outside I would count the group at once and report anyone missing to the fire officers.
不乘电梯和到集合点清点，这两条是必答。
应变能力
A guest's wallet is stolen in a crowded street. What do you do?
安抚，确认丢失物品和证件，报警开证明，协助挂失银行卡，联系家属或保险，报告旅行社。
参考答案
1I would calm the guest and find out exactly what was in the wallet, especially any documents and bank cards.
2I would take the guest to the nearest police station to report the theft and get a written record.
3I would help the guest call the banks to cancel the cards, and contact their family or insurer if money is needed.
4I would report it to my agency and remind the whole group to keep valuables in the front pocket in crowded places.
最后那句提醒全团，是加分动作。
应变能力
Several guests complain that the food does not suit them. What do you do?
先听完，当场跟餐厅协调可调整的部分，超出标准的据实说明，不承诺赔偿，报告旅行社并在后续餐次调整。
参考答案
1I would listen to the whole complaint before answering, and find out whether it is the taste, the amount or a dietary restriction.
2I would speak to the restaurant at once and ask for what can be changed within the agreed standard, such as less oil or an extra dish of plain vegetables.
3If the request goes beyond the contracted standard, I would say so honestly and offer to arrange it at the guests' own cost.
4I would report it to my agency and adjust the following meals so the same problem does not repeat.
别在饭桌上承诺赔钱，能改的当场改，不能改的说清楚。
应变能力
Heavy rain makes the outdoor part of today's itinerary impossible. What do you do?
确认天气和景区状况，提出替代方案征得同意，说明费用差额的处理，通知司机和景区，把新安排讲清楚。
参考答案
1I would check the weather warning and whether the site is actually closed, so the decision is based on facts.
2I would propose an indoor alternative of a similar standard, for example the Shanghai Museum instead of the water town.
3I would ask the group to agree before we change anything, because the itinerary cannot be altered without their consent.
4I would explain how any difference in the entrance fee will be handled, and confirm the new plan with the driver and the site.
征得同意这一句必须有，擅自变更行程是明确禁止的。
应变能力
A guest has had too much to drink and is disturbing the others. What do you do?
把人请离现场，安排同行者或工作人员照看，不与其争辩，保证安全，第二天再沟通，必要时报告旅行社。
参考答案
1I would not argue with the guest in front of the group. I would ask a travelling companion to help me take them aside.
2I would arrange for the guest to go back to the room and ask hotel staff to keep an eye on them.
3I would stay polite but firm, and make sure the guest is safe rather than trying to win the argument.
4I would speak to the guest the next morning when they are sober, and report it if the behaviour continues.
当场不争辩，第二天再谈，这是标准处理。
应变能力
Two guests in your group start quarrelling. What do you do?
分开双方，各自单独听，不站队，找出争执的实际问题，能调整的调整，必要时调整座位或房间。
参考答案
1I would separate them first and speak to each one alone, so that neither has to save face in public.
2I would listen to both sides without taking a position, and find out what the real problem is, which is often something practical.
3If it is about seats, rooms or schedule, I would rearrange what I can.
4I would keep the rest of the group moving so the incident does not become the topic of the day.
不站队，是这题的核心。
应变能力
A guest asks you where to buy ivory or another prohibited item. What do you do?
明确说明这是违法的，讲清后果，不推荐任何渠道，提供合法的替代纪念品建议。
参考答案
1I would tell the guest clearly that trading in ivory is prohibited in China and in most countries.
2I would explain that carrying it across a border can lead to confiscation and prosecution, so it is a real risk to them.
3I would not recommend any shop or channel, and I would not help them look.
4I would suggest legal alternatives instead, such as Songjiang cotton cloth, Jiading bamboo carving or a good tea.
态度要明确，不能含糊，也不能帮着找路子。
导游服务规范
Give the welcome speech you would use when you meet the group at Pudong Airport.
致意、自我介绍连司机和车号、表示欢迎、行程概述、良好祝愿。五段缺一不可。
参考答案
1Good afternoon everyone. On behalf of our travel service, I am very glad to meet you here.
2My name is Li Ming, your local guide for the next three days. This is Mr Wang, our driver, and our coach number is Hu A 12345.
3Welcome to Shanghai, a city I hope you will enjoy as much as I do.
4We will drive to your hotel first, and after a short rest we will start the tour of the Bund this evening.
5If there is anything you need during the trip, please let me know at any time. I wish you all a pleasant stay in Shanghai.
车号和司机姓氏是规范里的硬项，漏掉直接扣分。旅行社名和车号考场上编一个就行。
导游服务规范
Give the farewell speech you would use on the way to the airport.
回顾行程、感谢配合、致歉不足、征求意见、欢迎再来。
参考答案
1In these three days we have walked the Bund, seen Yu Garden and stood on top of the Oriental Pearl Tower.
2Thank you all for being so punctual and so easy to work with. It made my job a pleasure.
3If anything fell short of what you expected, I am sorry, and I would be grateful if you told me, so that we can do better.
4Shanghai changes every year, so there will always be something new. I hope you come back, and I wish you a safe journey home.
致歉那一句要真诚，不能念成套话。
导游服务规范
What do you tell the group when you hand out the room keys at the hotel?
房号、叫早时间、早餐时间地点、次日集合时间地点、导游电话、酒店名片。重要信息重复一遍。
参考答案
1Here is your room key. Breakfast is on the second floor, from half past six to half past nine.
2The wake-up call will be at seven, and we meet in this lobby at eight o'clock tomorrow morning.
3Please take a hotel card from the desk before you go out, so that you can show it to a taxi driver.
4My number is on the itinerary. Let me say the meeting time again: eight o'clock, in this lobby.
集合时间说两遍，这是规范也是经验。
导游服务规范
How do you open your commentary once the group is on the coach?
先说行车时间和路线，再给一句城市概览，然后进入第一处讲解，中途提醒安全带。
参考答案
1It will take us about fifty minutes to reach the hotel, and on the way we will cross the Huangpu River.
2Please keep your seat belt fastened while the coach is moving.
3Shanghai has more than twenty-four million people and sits where the Yangtze meets the sea, which is the reason for almost everything you will see here.
4On your right in a moment you will see the first of the Pudong towers, so please look out on that side.
先给时间和路线，游客才安心听下面的。
导游服务规范
What safety reminders do you give before a walking tour of a water town?
地面湿滑、桥面台阶、靠边行走、贵重物品、集合时间地点、走散怎么办。
参考答案
1The stone paths here get slippery after rain, so please walk slowly and hold the handrail on the bridges.
2Keep to the side of the lane when a delivery cart comes through, and watch the step at every doorway.
3Please keep your bag in front of you and your phone in an inside pocket.
4If we get separated, do not go looking for us. Stay where you are and call me, or wait at the main gate where we came in.
走散了原地等，这一句每次都要说。
导游服务规范
A guest offers you a tip at the end of the tour. What do you say?
礼貌婉拒，说明是分内的事，若对方坚持则说明规定，不索取、不暗示。
参考答案
1Thank you very much, that is very kind of you, but looking after you is my job and I have enjoyed it.
2Our regulations do not allow guides to ask guests for tips, so please keep it.
3If you would like to do something for me, a good word to the agency, or a review, means more than money.
4I hope you will come back to Shanghai. That would be the best thank you.
索取小费是明令禁止的。被动收到和主动索要是两回事，答题时把「不索取」说出来。
导游服务规范
You only have fifteen minutes at a site instead of forty. How do you adjust your commentary?
先告诉客人时间变了，挑一处讲深，其余一句带过，给出最佳拍照点，把集合时间地点说死。
参考答案
1First I would tell the group honestly that we have less time than planned, and why.
2I would choose one thing to explain properly rather than rush through everything.
3I would point out the best place for a photograph, because that is what most people want in a short stop.
4I would repeat the meeting time and place twice, since a short stop is when people are most likely to be late.
少讲一点讲透，好过全讲一遍没人记住。
导游服务规范
What do you do when the group arrives at a restaurant?
先确认桌数和菜标，安排座位照顾特殊饮食，告知用餐时间，说明茶水酒水是否含在内，用餐结束前提醒时间。
参考答案
1I would confirm the number of tables and the agreed menu with the restaurant before the group sits down.
2I would seat guests with dietary restrictions together and make sure the kitchen knows about them.
3I would tell everyone how long we have, and make clear which drinks are included and which are at their own cost.
4Ten minutes before we leave I would remind the group, so nobody is rushed at the end.
酒水含不含在内，先说清楚，事后最容易吵这个。
导游服务规范
How and when do you count the group?
上车前、上车后、每个景点进出、自由活动归队、换乘和用餐后，宁可多数一次。
参考答案
1I count before we board and again once everyone is seated, because those two numbers are not always the same.
2I count at the entrance and the exit of every site, and after any free time.
3I also count after a meal and after any change of vehicle, when people are most easily left behind.
4I do it quietly rather than making an announcement each time, so the group does not feel supervised.
上车前和上车后各数一次，这个细节考官爱听。
导游服务规范
How do you arrange and explain free time?
给明确的返回时间地点、给车号和电话、给一两条实用建议、提醒贵重物品和交通安全。
参考答案
1You have one hour of free time. We meet again right here, at this gate, at half past three.
2Our coach number is Hu A 12345 and it will be parked in the car park behind me. My number is on your itinerary.
3If you want a coffee, the quiet places are down the side lane rather than on the main street.
4Please keep your valuables with you and take care crossing the road, traffic here comes from both directions.
时间、地点、车号、电话，四样齐了才算交代清楚。
导游服务规范
A guest asks you to take the group to a shopping centre that is not on the itinerary. What do you say?
1Our itinerary does not include a shopping stop, and I am not allowed to take the group to a shop I have chosen.
2But you are free to go in your own time, and I am happy to tell you how to get there.
3Nanjing Road is two stops on Metro Line 2 from the hotel, and it is open until ten in the evening.
4I will not recommend a particular store, because a guide who does that is usually being paid to.
最后一句既守规矩，又显得坦诚，考官会给分。
导游服务规范
One guest is repeatedly late for the meeting time. What do you do?
私下沟通不当众批评，了解原因，重申时间对全团的影响，必要时给单独提醒，仍不改则报告领队和旅行社。
参考答案
1I would speak to the guest alone rather than say anything in front of the group.
2I would ask whether there is a reason, because sometimes it is a health problem people do not want to mention.
3I would explain what the delay costs the rest of the group, and offer to give them a personal reminder ten minutes early.
4If it keeps happening I would tell the tour leader and my agency, and adjust the plan so the group is not held up.
不当众批评，是这题的关键。
综合知识
Why is Shanghai nicknamed the Magic City?
出处是 1924 年日本作家村松梢风的小说《魔都》。今天多用来讲这座城市天际线变得快。
参考答案
1The nickname comes from a Japanese novel called Mato, the Magic City, published in 1924 by Muramatsu Shofu after a long stay in the city.
2In his book the word described a city that was brilliant and confusing at the same time, where the foreign settlements and the Chinese town sat side by side.
3People use it much more loosely today, mostly for the speed at which Shanghai rebuilds its own skyline.
出处说得出来就比别人多一层。年份和作者名要记准。
综合知识
What is the difference between a shikumen house and a Beijing siheyuan?
都围着院子，但四合院是平铺的独立四面房，石库门是弄堂里的两三层联排，天井很小，门头中西合璧。
参考答案
1Both are built around a courtyard, but they solve different problems.
2A siheyuan spreads out on one level, with four separate buildings around a large open yard, and it needs a lot of land.
3A shikumen is a two or three storey terraced house packed into a lane, and its courtyard, the tianjing, is only a few steps across.
4The stone door frame is what gives the shikumen its name.
5It sets Western decoration on a Chinese plan, and that is why people call it a meeting of two building traditions.
把用地和层数这两处差别讲出来，比只说中西合璧扎实。
综合知识
Why is Shanghai abbreviated as Hu, and why is it also called Shen?
沪来自古代竹编捕鱼工具「扈」，江面因此叫沪渎。申来自战国春申君黄歇。
参考答案
1Hu comes from an ancient bamboo fish trap called hu, which fishermen set in the tidal water here.
2The stretch of river where those traps stood was called Hudu, and the single character stayed with the city.
3Shen comes from Lord Chunshen, Huang Xie, a nobleman of the Warring States period whose fief is said to have included this area.
4That is also why the Huangpu River was once called the Chunshen River.
两个字两条线，别讲混。科目四也考这一条。
综合知识
What is Shanghai's local cuisine like?
浓油赤酱，糖用得重，收汁收得紧。红烧肉、油爆虾、腌笃鲜是代表。另有海派西餐一条线。
参考答案
1Shanghai food is called benbang cuisine, and the four words people use for it mean heavy oil and red sauce.
2Compared with Cantonese food it is sweeter and darker, because sugar and dark soy go in generously and the sauce is reduced until it clings.
3The dishes to try are hongshaorou, red braised pork belly, and yanduxian, a spring soup of cured pork, fresh pork and bamboo shoots.
4There is also a local version of Western food, from the 1930s, which is why you will find borscht and pork chops on Shanghai menus.
海派西餐这条线一带，外国游客立刻有兴趣。
综合知识
How is Chinese tea classified?
按发酵程度分六大类，绿、白、黄、青（乌龙）、红、黑。绿不发酵，红全发酵，黑后发酵。
参考答案
1All Chinese tea comes from the same plant. What makes the six types different is how far the leaf is allowed to oxidise.
2Green tea is not oxidised at all, white and yellow only slightly, oolong partly, black tea fully, and dark tea is fermented after processing.
3What Westerners call black tea, Chinese call hongcha, red tea, after the colour of the liquid rather than the leaf.
4Near Shanghai the tea to try is Longjing from Hangzhou, a green tea, and Biluochun from Lake Tai.
红茶与黑茶的英文命名差异，是外国游客最常问的一点。
综合知识
Why do some Chinese dragons have five claws and others three?
五爪龙是皇家专用，民间用三爪或四爪。豫园龙墙的龙是三爪，这是讲解的好细节。
参考答案
1The number of claws was a matter of rank, not of species.
2Five claws were reserved for the emperor, and using them without permission was a serious offence.
3Officials and ordinary buildings used four or three, which is why the dragons on the walls of Yu Garden have three.
4The story goes that the Pan family added a pair of small horns so that the dragons could be explained away as something else.
豫园讲解和这题可以互相借用。
综合知识
How do Chinese people celebrate Spring Festival?
农历正月初一，年夜饭、守岁、贴春联、放鞭炮、拜年、压岁钱，前后共十五天到元宵。
参考答案
1Spring Festival falls on the first day of the lunar new year, usually in late January or February.
2The most important meal is on the eve, when the whole family eats together, and many people travel across the country to be there.
3Families put up red couplets on the doorway, give children red envelopes with money, and visit relatives during the following days.
4The season runs for fifteen days and ends with the Lantern Festival, when people eat sweet rice balls and look at lanterns.
讲到十五天和元宵收尾，结构就完整了。
综合知识
How does the Chinese zodiac work?
十二生肖配十二地支，一年一个，十二年一轮。与天干相配则六十年一轮。
参考答案
1Twelve animals take turns, one for each year, so the cycle repeats every twelve years.
2The order is rat, ox, tiger, rabbit, dragon, snake, horse, goat, monkey, rooster, dog and pig.
3Your animal is decided by the lunar year of your birth, not the Western calendar, so someone born in January may belong to the previous animal.
4Combined with the ten heavenly stems, the same combination only comes round every sixty years, which is why a sixtieth birthday matters so much.
六十年一轮这一句能把话题接到科目三的干支纪年。
综合知识
What is the difference between Buddhism and Taoism in China?
佛教两汉之际传入，道教东汉本土创立。目标不同，一个求解脱，一个求长生与顺应自然。
参考答案
1Buddhism came to China from India around two thousand years ago. Taoism grew up here, and took shape in the late Han dynasty.
2Buddhism is concerned with release from suffering and rebirth, while Taoism is concerned with living in accordance with the natural order, and in its popular form with long life.
3You can often tell the buildings apart. A Buddhist temple is a si and usually faces a pair of guardian figures; a Taoist one is a guan or gong, and its images are of officials and immortals rather than buddhas.
4In Shanghai, Longhua Temple is Buddhist and the White Cloud Temple is Taoist, and they are a short distance apart.
给一个能当场分辨的办法，比讲教义更受用。
综合知识
What is a lilong, and how is it different from a Beijing hutong?
1A hutong is a lane in Beijing, the space between rows of single storey courtyard houses.
2A lilong in Shanghai is more than the lane. The word covers the whole block of terraced houses and the lanes that serve them.
3Lilong houses are two or three storeys, packed tightly, and they were built as speculative housing from the 1870s onwards, mostly by foreign land companies.
4So a hutong is a kind of street, while a lilong is a kind of neighbourhood.
1Until 1990 there was a saying in Shanghai: better a bed in Puxi than a room in Pudong.
2In that year the central government announced the development of Pudong, and the area was opened to foreign investment with a new set of rules.
3The Oriental Pearl Tower came first, in 1994, then the Jin Mao Tower in 1999, the World Financial Center in 2008 and the Shanghai Tower in 2015.
4What was farmland and warehouses is now the financial district, and the four towers let you read that thirty years off the skyline in one glance.
开头那句上海老话最好用，一句话立住前后对比。
综合知识
What would you recommend a visitor buy in Shanghai?
先想本地物产，南翔小笼的真空装、上海绒绣、嘉定竹刻、朵云轩木版水印都合适。不推荐具体店铺。
参考答案
1For something to eat, vacuum packed xiaolongbao or Shanghai style pastries travel well.
2For a craft, Jiading bamboo carving and Shanghai woollen needlepoint are local and not mass produced.
3Duoyunxuan makes woodblock printed reproductions of Chinese paintings, which are light to carry and genuinely well made.
4I can tell you what is worth buying, but I am not allowed to send you to a particular shop, so please choose where you buy it yourself.
最后一句既合规又体面，是这题的隐藏得分点。
综合知识
When is the best time to visit Shanghai?
春秋两季最好。夏季高温多雨有台风，冬季湿冷。避开黄金周。
参考答案
1Spring and autumn are the two comfortable seasons, roughly March to May and September to November.
2Summer is hot and humid, with heavy rain in June and typhoons possible from July onwards.
3Winter is not very cold by northern standards, but the damp makes it feel colder than the thermometer says.
4Whatever the season, avoid the first week of October and the Spring Festival week, when the whole country is travelling.
黄金周那一句实用，游客最爱听。
综合知识
What is xiaolongbao and how should it be eaten?
南翔出的小笼，皮薄馅大有汤。先咬小口放汽，喝汤再吃。配姜丝香醋。
参考答案
1Xiaolongbao is a steamed dumpling filled with pork and, most importantly, with soup.
2The soup goes in as jelly made from stock, and it melts when the dumpling is steamed.
3The way to eat one is to lift it gently, bite a small hole first to let the steam out, drink the soup, then eat the rest with a little ginger and black vinegar.
4The original comes from Nanxiang, a town in Jiading, and the shop by the Nine-Zigzag Bridge in Yu Garden is the best known branch of it.
教吃法比讲历史受欢迎，这一题现场考试很常见。
综合知识
Where exactly is Shanghai, and why did a city grow here?
长江入海口南岸，黄浦江与苏州河交汇。既是长江航道的出海口，又靠近江南腹地，这是它起来的原因。
参考答案
1Shanghai sits on the southern side of the Yangtze estuary, where the river finally reaches the sea.
2The city itself grew where the Huangpu River meets Suzhou Creek, which is the spot we call the Bund.
3That position gave it two things at once: an ocean port, and a river route running two thousand kilometres inland.
4Add the wealthy Jiangnan region just behind it, and you have the reason a fishing and cotton town became the largest city in the country.