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航空英語溝通技巧考核試卷考生姓名:答題日期:得分:判卷人:
本次考核旨在評估考生在航空英語溝通技巧方面的掌握程度,包括日常交流、緊急情況應(yīng)對、旅客服務(wù)等方面,以檢驗(yàn)考生在實(shí)際航空工作中的語言應(yīng)用能力。
一、單項(xiàng)選擇題(本題共30小題,每小題0.5分,共15分,在每小題給出的四個(gè)選項(xiàng)中,只有一項(xiàng)是符合題目要求的)
1.Whenapassengerasksforinformationaboutflightschedules,whatistheappropriateresponse?
A)"I'msorry,Ican'thelpyou."
B)"Letmecheckthescheduleforyou."
C)"Idon'tknow,sorry."
D)"Pleasewait,I'llfindout."
2.Howshouldyougreetapassengerwhoisanxiousabouttheirflight?
A)"Goodmorning,howcanIassistyou?"
B)"Youlookworried,canIhelpwithsomething?"
C)"Welcomeaboard,enjoyyourflight."
D)"Sorry,I'mbusyrightnow."
3.Whichphraseismostsuitablewhenconfirmingapassenger'sflightnumber?
A)"Isthisthecorrectflightnumber?"
B)"Let'sdouble-checktheflightnumber."
C)"That'snottherightflightnumber."
D)"I'msurethat'stheflightnumberyou'relookingfor."
4.Whenapassengerreportsalostitem,howshouldyourespond?
A)"Wecan'tfindit,sorry."
B)"Letmecheckthelostandfound."
C)"It'snotourresponsibility."
D)"We'lldoourbesttohelpyoufindit."
5.Inanemergencysituation,whatshouldyoudofirst?
A)"Staycalmandfollowtheemergencyprocedures."
B)"Apologizetothepassengersfortheinconvenience."
C)"Assessthesituationandtakeimmediateaction."
D)"Announcetheemergencyandletthepassengershandleit."
6.Howshouldyouaddressapassengerwhoiselderlyordisabled?
A)"Sir,canIhelpyouwithyourluggage?"
B)"Ma'am,wehaveawheelchairavailable."
C)"Excuseme,areyouokaytowalk?"
D)"I'mheretohelpyou,let'sgetyousettled."
7.Whenapassengerhasacomplaintabouttheservice,whatisthebestapproach?
A)"Iunderstand,let'sfindasolution."
B)"That'snotourproblem,sorry."
C)"Wecan'tdoanythingaboutthat."
D)"Let'snotargue,justmoveon."
8.Howshouldyouinformpassengersaboutaflightdelay?
A)"Theflightisdelayed,pleasebepatient."
B)"Theflightisdelayed,wewillprovideupdates."
C)"Weexpecttheflighttobedelayed,butwe'renotsure."
D)"Theflightisdelayed,andwe'renotsorry."
9.Whenapassengerrequestsaspecialmeal,whatshouldyoudo?
A)"Certainly,letmenotethatforyou."
B)"Wecan'taccommodatespecialmeals,sorry."
C)"That'snotpossible,butwe'lltry."
D)"We'reoutofoptionsforspecialmeals."
10.Inaconversationwithapassenger,whichwordshouldyouavoidusing?
A)"Certainly"
B)"Absolutely"
C)"Maybe"
D)"Ithink"
11.Howshouldyourespondwhenapassengerisaskingabouttheweatherattheirdestination?
A)"I'msorry,Ican'tprovidethatinformation."
B)"Theweatherforecastisavailableonourwebsite."
C)"Theweatheratyourdestinationisexpectedtobesunny."
D)"Idon'tknow,butI'llcheckforyou."
12.Whenapassengerisinahurry,whatcanyoudotohelpthemquickly?
A)"Iunderstand,letmeassistyouimmediately."
B)"Youneedtorelax,theflightwillbefine."
C)"Youcan'tbeinahurry,theflightisontime."
D)"Sorry,there'snothingIcandotohelp."
13.Howshouldyouaddressapassengerwhoisafirst-timeflyer?
A)"Welcometoflying,letmeguideyou."
B)"First-timeflyer?You'llbefine,justrelax."
C)"Youmustbenervous,let'stalkaboutit."
D)"I'mnotsurprised,first-timeflyersarecommon."
14.Whenapassengerisfeelingsick,whatshouldyoudo?
A)"I'msorry,youshouldseeadoctor."
B)"Letmegetyousomewaterandatissue."
C)"Youneedtostayinyourseat,we'renotstopping."
D)"Wecan'tprovidemedicalassistance,sorry."
15.Howshouldyouhandleapassengerwhoisdisruptiveoraggressive?
A)"Iunderstand,butweneedtofollowtherules."
B)"Pleasecalmdown,we'reheretohelp."
C)"You'rebeingloud,weneedtorespectothers."
D)"Wecan'tdealwiththiskindofbehavior."
16.Whenapassengerisaskingforinformationaboutcustomsregulations,whatshouldyoudo?
A)"I'msorry,Ican'tprovidethatinformation."
B)"Thecustomsregulationsareavailableattheairport."
C)"Here'saleafletwithalltheinformationyouneed."
D)"Idon'tknow,butI'llfindout."
17.Howshouldyourespondwhenapassengerisaskingforaseatchange?
A)"Certainly,letmechecktheavailability."
B)"Wecan'taccommodateseatchanges,sorry."
C)"Seatchangesarepossible,butthere'safee."
D)"Ithinkyou'reinthewrongplace,thisisn'tforseatchanges."
18.Whenapassengeristhankingyouforyourhelp,whatistheappropriateresponse?
A)"You'rewelcome,I'mgladIcouldhelp."
B)"That'smyjob,noproblem."
C)"Don'tmentionit,it'snothing."
D)"Youshouldbethankingtheflightcrew."
19.Howshouldyouhandleapassengerwhoisaskingforarefund?
A)"Letmecheckwiththesupervisor."
B)"Refundsarenotpossible,sorry."
C)"Wecanofferyouadiscountonyournextflight."
D)"I'msorry,butwecan'tdiscussthisnow."
20.Whenapassengerisaskingforinformationabouttheairline'sloyaltyprogram,whatshouldyoudo?
A)"Thedetailsareonourwebsite."
B)"I'msorry,I'mnotauthorizedtodiscussthat."
C)"Here'sabrochurewithalltheinformation."
D)"Wedon'thavealoyaltyprogram,sorry."
21.Howshouldyourespondwhenapassengerisaskingforapilloworblanket?
A)"Certainly,hereyougo."
B)"We'reoutofpillowsandblankets,sorry."
C)"Wecanprovideyouwithoneifit'savailable."
D)"Youshouldhavebroughtyourown,sorry."
22.WhenapassengerisaskingaboutWi-Fiavailability,whatshouldyoudo?
A)"I'msorry,wedon'thaveWi-Fionthisflight."
B)"TheWi-Fiisavailable,butit'snotfree."
C)"Here'salistofWi-Fiprovidersontheflight."
D)"Youcanuseyourowndevice,butwecan'tguaranteethesignal."
23.Howshouldyouhandleapassengerwhoissmokinginthecabin?
A)"I'msorry,smokingisnotallowedinthecabin."
B)"Pleasemovetothesmokingsection."
C)"Wecanprovideyouwithasmokingarea."
D)"Iunderstand,butIcan'tdoanythingaboutit."
24.Whenapassengerisaskingabouttheairline'scheck-inpolicy,whatshouldyoudo?
A)"Thepolicyisavailableonourwebsite."
B)"I'msorry,I'mnotauthorizedtodiscussthat."
C)"Here'saleafletwithallthecheck-ininformation."
D)"Youshouldhavecheckedthepolicybeforearriving."
25.Howshouldyouhandleapassengerwhoisinawheelchair?
A)"I'msorry,wecan'tprovideassistance."
B)"Letmehelpyougetsettledinyourseat."
C)"Wehaveawheelchair,let'sgetyoutoyourseat."
D)"Youshouldhavearrangedassistancebeforehand."
26.Whenapassengerisaskingforinformationabouttheairline'sbaggagepolicy,whatshouldyoudo?
A)"Thepolicyisavailableonourwebsite."
B)"I'msorry,I'mnotauthorizedtodiscussthat."
C)"Here'sabrochurewithallthebaggagepolicyinformation."
D)"Youshouldhavecheckedthepolicybeforearriving."
27.Howshouldyourespondwhenapassengerisaskingforavegetarianmeal?
A)"Certainly,letmenotethatforyou."
B)"Wecan'taccommodatespecialmeals,sorry."
C)"That'snotpossible,butwe'lltry."
D)"We'reoutofoptionsforvegetarianmeals."
28.Whenapassengerisaskingabouttheairline'sin-flightentertainment,whatshouldyoudo?
A)"Theoptionsareavailableonourwebsite."
B)"I'msorry,I'mnotauthorizedtodiscussthat."
C)"Here'salistofavailablemoviesandTVshows."
D)"Youcanuseyourowndevice,butwecan'tguaranteethesignal."
29.Howshouldyouhandleapassengerwhoisaskingforanoise-cancelingheadset?
A)"Certainly,hereyougo."
B)"We'reoutofnoise-cancelingheadsets,sorry."
C)"Wecanprovideyouwithoneifit'savailable."
D)"Youshouldhavebroughtyourown,sorry."
30.Whenapassengerisaskingforinformationabouttheairline'sloyaltyprogram,whatshouldyoudo?
A)"Thedetailsareonourwebsite."
B)"I'msorry,I'mnotauthorizedtodiscussthat."
C)"Here'sabrochurewithalltheinformation."
D)"Wedon'thavealoyaltyprogram,sorry."
二、多選題(本題共20小題,每小題1分,共20分,在每小題給出的選項(xiàng)中,至少有一項(xiàng)是符合題目要求的)
1.Whichofthefollowingactionsareappropriatewhenwelcomingapassengeraboard?
A)Greetthepassengerbyname
B)Explainthesafetyprocedures
C)Offerassistancewithluggage
D)Ignorethepassengerandproceedtothenext
2.Whatshouldyoudoifapassengerreportsfeelingunwellduringtheflight?
A)Providewaterandatissue
B)Informthecrewimmediately
C)Askthepassengertostayseated
D)Offeraspecialmealifavailable
3.Whichofthefollowingphrasesareeffectivewhencalmingananxiouspassenger?
A)"We'reheretohelpyoufeelcomfortable."
B)"Theflightissafe,you'reingoodhands."
C)"Iunderstandyou'renervous,let'stalk."
D)"Youshouldbeworried,thisisadangerousflight."
4.Whenassistingapassengerwithaspecialneed,whichofthefollowingstepsshouldyoutake?
A)Askthepassengerwhattheyneed
B)Notifythecrewoftheassistancerequired
C)Provideawheelchairorspecialseat
D)Ignorethepassenger'srequest
5.Whichofthefollowingactionsareappropriatewhenaflightisdelayed?
A)Offerpassengersupdatesonthesituation
B)Providerefreshmentsandsnacks
C)Allowpassengerstoboardtheaircraft
D)Announcethedelaywithoutanyexplanation
6.Whenapassengerhasacomplaintabouttheservice,whichofthefollowingresponsesareappropriate?
A)Listentothepassenger'sconcerns
B)Apologizeforanyinconvenience
C)Offerasolutiontotheproblem
D)Disregardthecomplaintandmoveon
7.Whichofthefollowingshouldyoudowhenapassengerisaskingforinformationabouttheairline'spolicies?
A)Provideclearandconciseinformation
B)Offerwrittenmaterialsifavailable
C)Referthepassengertotheairline'swebsite
D)Refusetoprovideanyinformation
8.Whenhandlingapassengerwithadisability,whichofthefollowingactionsareimportant?
A)Askhowyoucanassistthepassenger
B)Ensurethepassengerisseatedcomfortably
C)Offeraspecialmealorsnackifrequested
D)Ignorethepassenger'sneeds
9.Whichofthefollowingphrasesaresuitablewheninformingpassengersaboutaflightdelay?
A)"We'resorryforthedelay,andwe'reworkingtoresolveit."
B)"Thedelayisduetoatechnicalissuewiththeaircraft."
C)"Pleasebepatient,we'llprovideupdatesassoonaspossible."
D)"Weexpectthedelaytobeshort,thankyouforyourunderstanding."
10.Whenapassengerrequestsaseatchange,whichofthefollowingactionsareappropriate?
A)Checktheavailabilityofalternativeseats
B)Offerthepassengeraseatupgradeifpossible
C)Informthepassengerthatseatchangesarenotallowed
D)Suggestthatthepassengerwaituntilaftertheflight
11.Whichofthefollowingshouldyoudowhenapassengerisexpressinggratitudeforyourassistance?
A)Thankthepassengerfortheirkindwords
B)Expressappreciationfortheirfeedback
C)Ignorethepassengerandcontinuewithyourduties
D)Suggestthatthepassengerdeservestheassistance
12.Whenapassengerisaskingabouttheweatherattheirdestination,whichofthefollowingresponsesareappropriate?
A)Provideageneralweatherforecast
B)Offerinformationaboutlocalweatherconditions
C)Referthepassengertoaweatherwebsite
D)Declinetoprovideanyinformation
13.Whichofthefollowingactionsareappropriatewhenapassengerisinahurry?
A)Prioritizetheirrequests
B)Assistthemefficiently
C)Makethemwaituntilotherpassengersareattendedto
D)Ignoretheirrequestsandcontinuewithyourduties
14.Whenapassengerisafirst-timeflyer,whichofthefollowingactionsarehelpful?
A)Explaintheflightprocedures
B)Offerguidanceonairportsecurity
C)Provideinformationaboutin-flightservices
D)Ignorethepassengerandassumetheyknowwhattodo
15.Whichofthefollowingshouldyoudoifapassengerisfeelingsick?
A)Offeratissueandwater
B)Checkiftheyneedmedicalassistance
C)Ensuretheyarecomfortableandwell-rested
D)Informthecrewaboutthepassenger'scondition
16.Whichofthefollowingactionsareappropriatewhenapassengerisdisruptiveoraggressive?
A)Remaincalmandprofessional
B)Askthepassengertocalmdown
C)Askthecrewforassistance
D)Ignorethepassengerandhopethesituationresolvesitself
17.Whenapassengerisaskingaboutcustomsregulations,whichofthefollowingactionsareappropriate?
A)Provideinformationabouttheregulations
B)Offeracustomsdeclarationform
C)Referthepassengertothecustomswebsite
D)Declinetoprovideanyinformation
18.Whichofthefollowingactionsareappropriatewhenapassengerisaskingforarefund?
A)Checktheairline'srefundpolicy
B)Offerapartialrefundorafutureflightcredit
C)Denytherefundwithoutexplanation
D)Suggestthatthepassengercontacttheairline'scustomerservice
19.Whenapassengerisaskingabouttheairline'sloyaltyprogram,whichofthefollowingactionsareappropriate?
A)Provideinformationabouttheprogrambenefits
B)Offerenrollmentintheprogram
C)Referthepassengertotheairline'swebsite
D)Declinetoprovideanyinformation
20.Whichofthefollowingshouldyoudowhenapassengerisaskingforapilloworblanket?
A)Provideoneifavailable
B)Explainthatsuppliesarelimited
C)Offerablanketifapillowisnotavailable
D)Declinetoprovideanyitemwithoutexplanation
三、填空題(本題共25小題,每小題1分,共25分,請將正確答案填到題目空白處)
1.Whencheckingin,passengersarerequiredtoshowtheir_______.
2.Theboardingpassisyourtickettoboardthe_______.
3._______isanessentialsafetyprocedurebeforetheaircrafttakesoff.
4.Duringtheflight,passengersshouldremainintheir_______seats.
5._______shouldbestoredsecurelyduringtheflighttopreventinjury.
6.Incaseofanemergency,passengersshouldfollowthe_______instructions.
7._______isthestandardgreetingusedbyflightattendants.
8.Whenapassengerrequestsa_______meal,itshouldbenotedimmediately.
9._______isaserviceofferedbyairlinestocompensateforflightdelaysorcancellations.
10.Passengersareadvisedtoarriveattheairportatleast_______beforetheirflightdeparture.
11._______isadocumentrequiredbycustomsofficialsuponarrival.
12._______isacommonissueforpassengersduringlong-haulflights.
13._______istheprocessofcollectingitemsthathavebeenlostontheflight.
14._______isthestandardformofaddressforamalepassenger.
15._______istheprocessofcheckingapassenger'sidentityandboardingrights.
16._______isaserviceprovidedbyairlinestoaccommodatepassengerswithdisabilities.
17._______isthetermusedtodescribeaflightthatisdelayedorcanceled.
18._______isaphraseusedtoindicateapositiveresponseoragreement.
19._______isthetermusedfortheareaoftheaircraftwherepassengersareseated.
20._______isadocumentissuedbytheairlinethatauthorizesapassengertoboardtheflight.
21._______isatermusedtodescribethetimewhenanaircraftisscheduledtotakeoff.
22._______isatermusedtodescribethetimewhenanaircraftisscheduledtoarriveatitsdestination.
23._______isadocumentprovidedbyairlinesthatliststhemealsandrefreshmentsavailableonboard.
24._______isthetermusedtodescribethenumberassignedtoaspecificflight.
25._______isatermusedtodescribeapassengerwhoistravelingwithoutluggage.
四、判斷題(本題共20小題,每題0.5分,共10分,正確的請?jiān)诖痤}括號(hào)中畫√,錯(cuò)誤的畫×)
1.Itisacceptabletouseslangwhenspeakingtopassengersintheaviationindustry.()
2.Apassengercanberefusedboardingiftheyfailtoarriveattheairportontime.()
3.Itisappropriatetoapologizetoapassengeriftheirluggageislost.()
4.Passengersareallowedtosmokeintheaircraftcabin.()
5.Aflightattendantshouldprioritizetheneedsoffirst-classpassengersovereconomypassengers.()
6.Itisnecessarytoinformpassengersaboutanychangesintheflightschedule.()
7.Passengersshouldbeallowedtouseelectronicdevicesduringtakeoffandlanding.()
8.Aflightattendantshouldalwaysaddresspassengersbytheirfirstnames.()
9.Itisacceptabletoignoreapassenger'scomplaintifitseemstrivial.()
10.Passengerswhorequirespecialassistanceshouldbeseatedinthefrontoftheaircraft.()
11.Aflightattendantshouldnevermakeeyecontactwithapassenger.()
12.Itisappropriatetoprovideamealtoapassengerwhoistravelingonalong-haulflight.()
13.Passengersshouldbeinformedabouttheairline'sloyaltyprogramduringtheflight.()
14.Aflightattendantshouldprioritizethesafetyoftheflightoverthecomfortofthepassengers.()
15.Itisacceptabletospeakinamonotonevoicewhileaddressingpassengers.()
16.Passengerswhoaretravelingwithchildrenshouldbeseatedintherearoftheaircraft.()
17.Aflightattendantshouldalwayswearasmilewhileprovidingservice.()
18.Itisappropriatetoaskapassengerfortheirpersonalinformationduringtheflight.()
19.Aflightattendantshouldnevereatordrinkwhileservingpassengers.()
20.Itisacceptabletoleaveapassengerunattendedin
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