Customer Relations and Communication Flashcards
7 cards from real CAADE practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Customer Relations and Communication flashcards as text
Which element is most important to include when delivering a written repair estimate to a customer?
Answer: An itemized list of labor, parts, and materials with clear descriptions of each repair operation
An itemized estimate with clear descriptions allows the customer to understand exactly what repairs are being authorized and why.
A customer contacts the appraiser two weeks after settlement claiming they found additional damage. What should the appraiser's initial response be?
Answer: Listen to the customer's description, review claim documentation, and determine if a reinspection is warranted
A professional response involves reviewing the facts and documentation before determining whether a reinspection is appropriate.
What does 'active listening' require an appraiser to do during a customer meeting?
Answer: Give full attention, refrain from interrupting, and paraphrase key points to confirm understanding
Active listening involves focused attention, non-interruption, and paraphrasing to ensure accurate understanding of the customer's concerns.
A customer's vehicle was declared a total loss but they are emotionally attached and want it repaired. How should the appraiser respond?
Answer: Empathize with the emotional difficulty, clearly explain the total-loss threshold, and outline their options
Acknowledging emotional attachment while clearly explaining policy thresholds and available options balances empathy with professional responsibility.
Which of the following is an example of an inappropriate boundary violation in customer communication?
Answer: Sharing other claimants' settlement amounts to illustrate fairness
Sharing other claimants' settlement details violates privacy obligations and can expose the appraiser and insurer to legal liability.
When should an appraiser escalate a customer complaint to a supervisor or manager?
Answer: When the complaint involves allegations of misconduct, legal threats, or cannot be resolved at the appraiser level
Allegations of misconduct, legal threats, or unresolvable disputes require escalation to protect the customer, the appraiser, and the organization.
What is the primary goal of a follow-up call to a customer after vehicle repairs are completed?
Answer: To confirm satisfaction, address any outstanding concerns, and close the claim professionally
A post-repair follow-up confirms customer satisfaction, addresses lingering issues, and provides a professional close to the claims relationship.