Q1One of your guests says she feels dizzy while you are walking around a temple on a hot day. What do you do?
暑い日にお寺を歩いていると、お客様の一人がめまいがすると言います。どうしますか。
答え方の例を見る
First, I would take her to a shady place and have her sit down and drink some water. I would ask how she feels and watch her closely. If she does not get better, or if she feels very sick, I would call an ambulance. The number is 119 in Japan. I would also tell the other guests what is happening and ask them to wait in a safe place.
Q2An earthquake happens while you are guiding a group. What do you say to them?
グループを案内しているときに地震が起きました。お客様に何と言いますか。
答え方の例を見る
I would say, "Please stay calm and stay close to me. Protect your head and keep away from windows and anything that could fall." When the shaking stops, I would follow the instructions of the staff or the local authorities and move the group to a safe open area. Then I would check that everyone is with us and that no one is hurt.
Q3It starts raining heavily, and the garden visit on the schedule is not possible. What do you do?
大雨が降り出し、予定していた庭園の見学ができなくなりました。どうしますか。
答え方の例を見る
I would explain the situation honestly and apologize for the change. Then I would suggest an indoor alternative nearby, such as a museum or a traditional craft workshop, and tell them about the time and any extra cost. If the group agrees, I would contact the travel agency to confirm the change before we go.
Q4A guest tells you he does not eat any meat or fish. How do you handle lunch?
お客様の一人が、肉も魚も食べないと言います。昼食をどうしますか。
答え方の例を見る
I would first ask exactly what he can and cannot eat, because the details are different from person to person. Then I would contact the restaurant in advance. In Japanese cooking, soup stock is often made with fish, so I would check that too, not just the main dish. If the restaurant cannot help, I would find another place that can.
Q5A guest wants to take photos inside a temple building where photography is not allowed. What do you say?
撮影禁止の寺の建物の中で、お客様が写真を撮りたがっています。何と言いますか。
答え方の例を見る
I would say politely, "I'm sorry, but photos are not allowed inside this hall. It is a place of worship, and the temple asks visitors to respect that." Then I would show them a spot outside where they can take a good picture, so they do not feel they have lost something.
Q6One guest is twenty minutes late for the meeting time, and the others are waiting. What do you do?
集合時間に一人が20分遅れていて、ほかのお客様が待っています。どうしますか。
答え方の例を見る
I would try to call the guest and find out where he is. At the same time, I would explain the situation to the others and tell them how long we can wait. If he cannot join us soon, I would tell him where to meet us next and how to get there, and continue the tour for the rest of the group.
Q7A guest has lost her wallet. How do you help her?
お客様が財布をなくしました。どう手伝いますか。
答え方の例を見る
I would help her remember where she last had it, and we would check those places. I would ask the staff at the station or the shop, because lost items are often handed in. Then I would take her to the nearest koban, which is a small police box, to report it. If her cards were in the wallet, I would help her contact the card companies.
Q8A guest with tattoos wants to try a hot spring. What do you tell him?
タトゥーのあるお客様が温泉に入りたいと言います。何と伝えますか。
答え方の例を見る
I would explain that many hot springs and public baths in Japan do not allow people with tattoos, although the rules are different at each place. I would check the rules of the place in advance. If it does not allow tattoos, I would suggest a place that does, or a private bath that he can use alone.
Q9A guest tries to give you a tip at the end of the tour. How do you respond?
ツアーの最後に、お客様がチップを渡そうとします。どう応じますか。
答え方の例を見る
I would thank him warmly and explain that tipping is not customary in Japan, so he does not need to worry about it. I would tell him that his kind words are more than enough. If he still insists, I would follow the rules of the travel agency I work with.
Q10A guest asks to go to a place that is not on the itinerary. What do you do?
お客様が、旅程にない場所に行きたいと言います。どうしますか。
答え方の例を見る
I would first thank him for telling me and check how much time and money it would take. If it fits the schedule and does not cause problems for the other guests, I would contact the travel agency to get approval. If it is not possible today, I would explain why and suggest how he could visit it during his free time.
Q11Your guests start talking loudly inside a quiet temple hall. What do you do?
静かなお堂の中で、お客様が大きな声で話し始めました。どうしますか。
答え方の例を見る
I would gently remind them, "This is a place where people come to pray, so let's keep our voices down while we are inside." I would say it with a smile so that no one feels embarrassed, and I would offer to answer their questions once we are outside.
Q12A guest says Japanese people seem cold because they do not talk to strangers. How do you answer?
「日本人は知らない人に話しかけないので冷たく見える」とお客様が言います。どう答えますか。
答え方の例を見る
I would say that I understand why it can look that way. In Japan, many people think it is polite not to disturb others, especially on trains or in public places. But it does not mean they are unfriendly. If you ask someone for directions, most people will try hard to help. Of course, people are different, so it is hard to say this about everyone.
QWhy do Japanese people take off their shoes at home?
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Japanese houses have tatami mats. Tatami is made of rush grass. It is very traditional, and there are many kinds of tatami…
畳の説明を始めて、「なぜ脱ぐのか」に答えていない。
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Mainly to keep the house clean. Shoes bring in dirt from outside, and many Japanese people sit and even sleep close to the floor. So the entrance works as a line between outside and inside.
前置きが長い
QWhat is hanami?
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Well, in Japan we have four seasons, and spring is a very beautiful season, and many flowers bloom, and…
定義に着く前に時間を使っている。
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Hanami is a spring picnic under the cherry blossoms. People gather in parks with food and drinks while the flowers are in bloom, which is only about a week.
言い切りすぎ
QDo all Japanese people go to a shrine on New Year’s Day?
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Yes. All Japanese people go to a shrine on January 1st.
「全員」と断定している。事実として正しくない。
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Many people do, but not everyone. Some go in the first few days of January, some go to a temple instead, and some do not go at all. It is more of a custom than a religious duty.
沈黙してしまう
QHow many shrines are there in Japan?
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(…黙って考え込む)
正確な数を知らなくても、黙ってしまうと評価項目の「会話継続への意欲」で損をする。
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I'm not sure of the exact number, but there are a great many — you can find a small shrine in almost every neighborhood. I'd be happy to check the exact figure for you later.