《航空运输技能大赛》民航旅客服务英语题库及答案（150题）
《航空运输技能大赛》民航旅客服务英语题库及答案（150题）
民航旅客服务英语
1.When answering a telephone reservation call， the agent should first say：
A.What do you want？
B.Hello， this is [airline name]. How can I help you？
C.Please hold on.
D.I'm busy now.
正确答案：B
试题解析：在接听电话预订时，使用“Hello， this is [airline name]. How can I help you？”是一种礼貌、专业且标准的问候语，能让客户感受到尊重和欢迎，明确知道自己拨打的是哪家航空公司及可以寻求帮助。
2.The customer wants to book a flight from Beijing to Shanghai. The agent should ask：
A.When do you want to fly？
B.Why do you want to go to Shanghai？
C.How many people are there in your family？
D.Do you like flying？
正确答案：A
试题解析：客户表示要预订从北京到上海的航班后，询问出行时间是确定航班的关键信息，其他选项的问题与预订航班的核心信息无关。
3.If the customer doesn't know the flight number， the agent can say：
A.You should know the flight number.
B.Let me check the flight schedule for you.
C.I can't help you without the flight number.
D.Why don't you check the website？
正确答案：B
试题解析：当客户不知道航班号时，代理人主动提出帮忙查询航班时刻表是积极、专业的服务态度，其他选项的回答要么有责备客户之意，要么没有积极提供解决方案，不符合服务要求。
4.The customer asks about the ticket price. The agent should respond：
A.It's very expensive.
B.The price depends on the class and the travel date.
C.I don't know the price.
D.You can ask someone else.
正确答案：B
试题解析：机票价格确实取决于舱位等级和出行日期等因素，这样的回答准确且专业。
5.When the customer wants to book a business - class ticket， the agent says：
A.Business class is not available.
B.Okay， I will book a business - class ticket for you. The fare is [amount].
C.Why do you want to book business class？
D.You can only book economy class.
正确答案：B
试题解析：客户明确表示要预订商务舱机票，代理人确认并告知价格是正常的服务流程。
6.The customer asks if there is a discount. The agent replies：
A.No， there is no discount.
B.We have some discounts for certain groups. May I ask if you meet the requirements？
C.Discounts are not available on the phone.
D.You can get a discount if you book online.
正确答案：B
试题解析：这种回答既没有直接拒绝客户，又主动询问客户是否符合特定折扣条件，体现了积极服务的态度。
7.If the customer wants to book a round - trip ticket， the agent should ask：