CFI Customer Service & Project Estimation 4 — Questions and Answers
Question 1: When estimating a hardwood floor installation that requires removal of existing tile, what additional cost factor must you include?
- Only the tile removal labor cost
- Tile removal labor, debris disposal fees, and potential subfloor repair after removal (Correct answer)
- A flat rate for demo regardless of tile thickness
- No additional cost since tile removal is always included in standard estimates
Correct answer: Tile removal labor, debris disposal fees, and potential subfloor repair after removal
Tile removal generates debris requiring disposal, often damages the subfloor requiring repair, and requires significant labor—all of which must be itemized in the estimate.
Question 2: A customer requests that you match a discontinued flooring product in a repair area. What should you communicate?
- Guarantee a perfect match and proceed without further research
- Inform the customer that an exact match may be impossible, document this in writing, and present alternatives (Correct answer)
- Decline to do any repair work involving discontinued products
- Install any available product and tell the customer it matches
Correct answer: Inform the customer that an exact match may be impossible, document this in writing, and present alternatives
Honest communication about match limitations, documented in writing with alternatives presented, is the professional approach to discontinued product repairs.
Question 3: How should transition strips be accounted for in a flooring estimate?
- They are always provided by the homeowner
- Measure all doorways and room transitions, then include transition strip materials and installation labor separately (Correct answer)
- Include one transition strip per 100 sq ft as a standard rule
- Transitions are optional and only included if the customer requests them
Correct answer: Measure all doorways and room transitions, then include transition strip materials and installation labor separately
Transition strips are required at all doorways and level changes between flooring types, so they must be measured and itemized separately in the estimate.
Question 4: A customer insists on a flooring product you know is unsuitable for their radiant heat system. What is the professional response?
- Install what the customer wants since they are paying
- Inform the customer of the incompatibility in writing, recommend a suitable alternative, and require a signed acknowledgment if they insist (Correct answer)
- Simply refuse the job without explanation
- Install the product and void any warranty without telling the customer
Correct answer: Inform the customer of the incompatibility in writing, recommend a suitable alternative, and require a signed acknowledgment if they insist
Documenting the incompatibility, recommending alternatives, and getting written acknowledgment protects the installer from liability while respecting the customer's final decision.
Question 5: What information should you gather during an initial customer consultation before providing an estimate?
- Only the square footage of the area
- Room dimensions, subfloor type, existing flooring condition, customer budget, and intended use of the space (Correct answer)
- The customer's preferred brand only
- Just the customer's contact information and preferred start date
Correct answer: Room dimensions, subfloor type, existing flooring condition, customer budget, and intended use of the space
A complete estimate requires room dimensions, subfloor type, existing conditions, budget constraints, and use patterns to accurately scope materials, labor, and preparation.
Question 6: You discover mid-project that additional subfloor repairs are needed beyond what was estimated. What is the correct procedure?
- Complete the extra work and add it to the final invoice without notice
- Stop work, notify the customer immediately, provide a written change order with cost, and get approval before proceeding (Correct answer)
- Absorb the cost to maintain good customer relations
- Skip the repairs and proceed with installation as originally planned
Correct answer: Stop work, notify the customer immediately, provide a written change order with cost, and get approval before proceeding
Stopping work, notifying the customer, and obtaining written change order approval before proceeding is the professional and legally sound approach to scope changes.
Question 7: When estimating carpet for a staircase with 14 stairs, each tread 36 inches wide and 10 inches deep with a 7-inch riser, what measurement approach is correct?
- Measure only the tread surface and ignore risers
- Calculate each step as tread depth plus riser height (17 inches) multiplied by width for each stair (Correct answer)
- Estimate 1 yard of carpet per stair as a flat rate
- Measure only the total stair height and multiply by width
Correct answer: Calculate each step as tread depth plus riser height (17 inches) multiplied by width for each stair
Each stair requires carpet for both the tread and riser, so tread depth plus riser height (10 + 7 = 17 inches) multiplied by width gives the correct material per step.
CFI Customer Service & Project Estimation 4
When estimating a hardwood floor installation that requires removal of existing tile, what additional cost factor must you include?