中级口语问答题

Oral Test Part III

1. How would you greet passengers when they board the plane?

Good morning. Pleased to meet you. Welcome aboard.

2. How does a cabin attendant make a self-introduction to passengers?

My name is Wang Ping, the purser of this flight. Welcome aboard. If there is anything I can do for you, please call me.

3. What do the cabin attendants discuss at the briefing?

The cabin attendants discuss the destination, flight time, flight distance and the weather conditions, allocation of cabin attendants. They will run through the safety procedures, emergency equipment and exits on the flight.

4. Would you say something about the weather condition at your base city?

It is sunny and warm in spring. It is hot in summer. It is warm and dry in autumn. And it is cold and windy and it snows a lot in winter

5. What do the cabin attendants do in the cabin before passengers get on board?

They will check the passengers' number in each class and will check the demonstrator life jackets, oxygen mask and galley equipment. They will check all documents necessary for the flight and put everything into the right position.

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6. A passenger's seat number is 4A. How can you help him find his seat?

May I see your boarding pass please? Your seat number is 4A. Please take this aisle to the fourth row. The number is indicated on the overhead compartment .

7. When passengers are boarding, one of them is blocking the way in the cabin. What do you say to him?

Excuse me, could you please step aside and allow the other passengers to go through? Thank you.

8. Will passengers be able to change seats freely during the flight?

Excuse me, but could you take your seat according to your seat number? We must balance the plane when it takes off. After take-off, you can take any seat you like.

9. When a passenger wants to upgrade, what would you say?

I'm sorry, sir, the first class is full today. I'm afraid you have to sit in that seat.

10. 1. A passenger’s bag is too big to go in the compartment or under the seat. How do you help him?

(Key Words: Do you mind, stowing, somewhere else, keep, with care)

11. When a passenger wants to put baggage in the galley, what would you say?

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(Key Words: sorry, work, prepare, meal, would you mind, put, somewhere else)

12. A passenger doesn’t know where to put his coat. How do you help him?

(Key Words: put, coat, in the wardrobe compartment, anything valuable, pocket)

13. A passenger with a baby wants to have a cot, but there are no cots on the plane. What would you say?

(Key Words: sorry, cot, on the flight, empty seats, happen, remove, armrest, lie)

14. A passenger with a baby doesn’t know how to fasten her seat belt. What would you say to help her?

Never mind. Let me help you. Please hold your baby outside the seat belt. I will get you a supplementary one for the baby. That will be comfortable for your baby.

15. A passenger reclines his seat back as soon as he gets on board. But he does not know how to return it to the upright position before take-off. How do you help him?

Just press the button on your armrest.

16. A passenger is smoking in the cabin. How do you stop him?

Excuse me, sir. Please put out your cigarette immediately. Because the airline’s regulations forbid smoking on all flights (smoking is not permitted in the cabin). After take-off, we can offer you some chewing gum.

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17. A Passenger is using his mobile phone prior to take-off. How do you stop him?

18. How do the cabin attendants tell the passengers what drinks are available?

We have tea, coffee, Cola, Sprite, fruit juice and mineral water. Which would you like?

19. A passenger wants a bottle of Black Label that has run out of stock on the flight. What do you say to the passenger?

Sorry, sir. We don't have Black Label. Would you like something else?

20. A passenger has asked many times for a cup of tea, but he hasn't got it. When you face such an irritated passenger, what would you say?

Sorry, Miss. I don't know how that happened. I'll get you one right away. With lemon or milk?

21. A passenger was sleeping while you were serving. After he wakes up, he complains that he hasn't got a drink. What would you say to the passenger?

Sorry, madam. You were sleeping while we were serving. I didn't want to disturb you. Now what would you like to drink?

22. Generally, what is the main dish on board?

Roast beef, chicken, fish and steak.

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23. A passenger wants some more chicken, but actually there is no more chicken left in the galley. What would you say?

I'm sorry. I’m afraid we have no more chicken left in the galley. Would you like to try our roast beef instead? It's very tasty.

24. When passengers are offered meals on board, besides the main dish, what else can they be served?

They can have some appetizer to start the meal and some dessert to finish with.

25. If a cabin attendant wants to pass the tray to the passengers by the window, who are out of her reach, what should she do?

Excuse me, sir, but could you pass the tray to the passenger by the window? Thank you.

26. What's the difference between the meal service of First Class (FC) and Economy (EY)?

The service in First Class is similar to that in a fine restaurant, with many different courses and wines. In the Economy Class, the procedure and the course are much simpler.

27. A passenger is a vegetarian. He asks: “Do you have a vegetarian meal for me?” What do you say?

Just a moment please. I will check in the galley. We can offer you a vegetarian meal. We have spiced vegetable stew with rice, vegetable soup, fruit or a sweet. Which would you like?

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28. A mother asked a cabin attendant: \"My baby is not used to the food on the plane. Do you have anything else for him?\" What would you say?

Sorry to hear that. We can offer him some soft cake and milk. And we can cook some hot congee if he doesn't mind waiting a few minutes.

29. When are passengers served meals on board?

15 minutes after taking off.

30. If it is a short flight, what can passengers be served?

We only serve beverages and refreshments.

31. When a passenger isn't satisfied with the food served in the menu, what would you say?

I am terrible sorry. These are the only things we serve on board today. Would you like some fresh fruits or vegetables instead?

32. A passenger wants to read something. What do you say?

(Key Words: in-flight magazine, local newspaper, English newspaper, prefer)

33. How do you introduce the in-flight entertainment to passengers?

When passengers don’t know how to use the headsets, how do you instruct them?

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(Key Words: let me show, first, put plugs in, ear, jack, hole, armrest, press, button, channel)

34. What do you often provide for children on board?

(Key Words: provide ...with, children, amenity kit, story book, crayon, and so on)

35. When a passenger would like to buy a bottle of Black Label but it has sold out. How do you explain to the passenger?

Sorry, sir. We have sold out. We can only carry a limited stock of each item and this one has been very popular today. Would like something else?

36. When a passenger wants to buy too many duty-free cigarettes on board, what advice do you give?

As far as I know, visitors are allowed 200 cigarettes or 50 cigars at most.

37. When a passenger plans to buy something typically Chinese such as cloisonné, or a Tang Horse, which you don’t carry on board, what do you say to him?

Sorry, sir. We don’t carry those items because they are fragile articles. Would you like to have a look at our silk ties or silk handkerchiefs?

38. A passenger wants to pay in Euro travelers’ checks for the duty-free items, but you don’t accept them. What do you say?

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I’m terribly sorry, sir. We regret that we don’t accept that kind of traveler’s checks. You can pay cash or credit card.

39. When a passenger asks you to give him a discount, what do you say?

40.The plane is delayed because of bad weather at the airport. The delay will be 15 minutes. Please explain the situation to the passengers.

I am sorry to inform you our plane will be delayed for 15 minutes because of bad weather at the airport. Thank you for your waiting.

41. The plane will be delayed because several passengers who have checked in are late in arriving. Please give the reason for the delay.

We're waiting for a few more passengers to come on board. We'll be leaving as soon as boarding is completed.

42. Please make an announcement about he weather condition at your base city.

It is 3 degrees below zero. And it is going to snow tonight.

43. Please say something about the passenger service unit system.

It includes the call button, reading light and airflow system.

44. A passenger asks:\" The airflow is blowing right on me. How can I adjust it?\" What do you say?

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You just turn this to whichever direction you like, or you can shut it off by turning it tightly to the right.

45. On an international flight from New York to Beijing, how do you tell passengers to adjust their watches?

New York is 12 hours behind Beijing. So you can put your watch 12 hours forward for Beijing.

46. When a passenger said: \"I have lost one of my bags in the terminal building. Can you help to get them back?\" What do you say?

Don't worry about it. Please give us your name, home address and a description of your handbag. Our ground staff will contact you as soon as they find it and we will send it over to you on our next flight.

47. When the traffic officers go on board to sort out the belongings of a no-show passenger, how do you explain to other passengers?

We're terribly sorry. We couldn't locate the personal belongings of a no-show passenger. So everyone is asked to deplane so that the traffic officers can sort his bags out and leave his behind.

48. A transit passenger wonders what he should do with his baggage. What do you say to help him?

If you are continuing your journey with us, your hand baggage may be left on board, but

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take valuables with you. The ground attendant will give you a re-boarding ticket as you alight. If you are changing flights at this airport, you have to take all your belongings and check with the transfer counter in the arrival hall. They’ll be able to help you.

49. A passenger has got some fresh fruits. He wants to take them into the United States. But it's not allowed. How can you explain it?

According to the quarantine requirements of the United States, entry passengers are not allowed to bring in fresh fruits. You have to dispose of them or give them to us before landing.

50. When a passenger is curious about how airplanes fly, what do you say to him?

Briefly, the aircraft is supported by the earth's atmosphere. It creates lift stronger than the force of its own weight. So it can fly in the air.

51. When a passenger on board wants to upgrade his seat, what do you say?

I'm sorry sir, I'm afraid we can't manage the upgrade procedures on this flight. It's full.

52. The plane will land at an alternate airport because the destination airport has been closed due to bad weather, how do you explain to passengers?

We're extremely sorry for causing you inconvenience. We're going to the alternate airport because the destination airport has been closed due to bad weather.

53. The plane is going to stay overnight at a diversionary airport. The passengers want to

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know who will pay for their accommodation. What do you say?

All overnight accommodation will be provided by our airline.

. A foreign entry passenger doesn't know how to go through the connecting formalities to Xi'an. How do you help him?

You'll have to complete the entry formalities at the international arrival hall before you go to the domestic departure area for your connecting flight. It's just beside the international terminal.

55. When a passenger asks how many days before he returns he should reconfirm his open ticket, what do you say?

You should reconfirm your open ticket 72 hours or 3 days before.

56. When does a plane divert to an alternate airport? Please give 4 situations.

bad weather condition at the destination airport, sick passenger on board, mechanical problem and hijacking

57. The plane will make an emergency landing because of the sudden failure of an engine. Please inform the passenger of this situation.

Ladies and Gentlemen: our plane will soon make an emergency landing because of the failure of an engine. Don’t panic. Our captain has full competence to land safely. Please obey our instructions.

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58. The plane will make an emergency landing. Please inform the passengers how to escape from the emergency exits.

Ladies and Gentlemen: our plane has eight emergency exits. Please locate the exit nearest to you. After landing, please leave by the exit nearest to you.

59. During an emergency landing, how do you instruct the passengers to brace for impact?

Attention, please. On the command “Brace for Impact”, please cross your arms and rest them on the seat in front of you. Place your head on your arms. When the landing is made, the airplane may bounce several times, hold your position until the aircraft has come to a complete stop.

60. In an evacuation, a passenger tries to take his hand baggage. What do you say to stop his?

Please leave everything behind. Come this way in a safe, orderly manner.

61. There will be an evacuation using an escape slide. How do you instruct the passengers?

62. A passenger says:\" I am feeling sick and dizzy.\" How can I help an airsick passenger?

I think you are suffering from airsickness. You need some airsick tablets. If you want to vomit, please use the airsick bag in the seat pocket in front of you.

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63. A passenger says:\" I felt pains in my ears after take-off. What's the matter with me?\" How can you help the passenger?

That was because of a change in air pressure. You can relieve the earache by swallowing and by eating sweets or blowing your nose. I think you will feel better when the plane stops climbing.

. A passenger says:\" I have a headache, a sore throat and my nose is stuffed up.\" How can you help the passenger?

I think you'd better take some medicine for colds. I'll get you some hot water at once. And we also have nose-drops.

65. A passenger is suffering from an acute medical condition. There is no doctor on board. What can you do to help?

We've informed the ground staff and you'll be sent to the hospital as soon as the plane lands.

66. A passenger says:\" There was a sudden jolt and I fell down and hurt myself.\" What do you do to help?

Keep your arm up. Let's go to wash the cuts. I'll wrap it up with gauze.

67. It's a few minutes before landing. A passenger doesn't put his seatback upright, and doesn't stow his tray table, either. What do you say to him?

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Excuse me, sir. Would you please return your seat back to the upright position and stow your tray table? We'll be landing soon.

68. A passenger says: \"Where can I get my checked baggage?\" How do you help him?

You can pick up your checked baggage from the luggage carousel in the baggage claim area in the terminal building.

69. A passenger says: \"It's my first time at this airport. Can you suggest how I can get downtown?\" What do you say to him?

Answer:(Key words: taxi, limousine, the information desk)

70. When a passenger wonders why he needs fill out a Customs form, how do you explain?

This is a Customs form for your declaration of luggage. All dutiable items must be listed in your declaration form.

71. A passenger has just filled out several forms. He asks: \"When do I need these forms? Do I have to return them to you?\" What do you say?

No, you needn't return them to me. You'll need it when you go through the Customs, Immigration and Quarantine.

72. When the plane has just landed, a passenger unfastens his seat belt. What do you say to stop him?

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I'm sorry, sir. Please don't unfasten your seat belt until the plane comes to a complete standstill.

73. When the plane is taxiing on the runway, a passenger stands up to collect her baggage. How do you stop her?

Excuse me. Please remain in your seat and fasten your seat belt. You’ll have enough time to collect your belongings. After the plane has come to a complete stop, I’ll help you with your bags.

74. The plane lands far away from the terminal building. Passengers ask: “Do we have to walk over there?” what do you say to them?

No, you don't. We have transportation near the aircraft to take you to the terminal building.

75. A passenger asks: \"Where is the Baggage Claim Area?\" What do you say?

The Baggage Claim Area is in the arrival hall.

76. What do you say to passengers when they disembark?

Good-bye, sir. Thank you for flying with us. We hope to have the pleasure of being with you again.

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