PDR PDR Customer Relations & Business Practices 2 — Questions and Answers
Question 1: What is the purpose of a repair warranty in a PDR business?
- To assure customers that any defects in the repair will be corrected at no additional charge (Correct answer)
- To guarantee the vehicle will never be dented again
- To protect the technician from all liability
- To allow unlimited free repairs for the customer
Correct answer: To assure customers that any defects in the repair will be corrected at no additional charge
A repair warranty specifically covers defects in the technician's work, building customer confidence without covering new or unrelated damage.
Question 2: A customer asks for a PDR repair on a leased vehicle. What key consideration applies?
- Confirm the lessee has authorization to approve body repairs per the lease agreement (Correct answer)
- Refuse the job because leased vehicles cannot be repaired
- Only repair damage under 1 inch
- Always charge double for leased vehicles
Correct answer: Confirm the lessee has authorization to approve body repairs per the lease agreement
Lease agreements often restrict unauthorized modifications or repairs, so confirming the lessee's authorization prevents potential legal issues.
Question 3: What is the best way to handle a situation where a PDR repair is not possible due to stretched metal?
- Honestly inform the customer that traditional body repair is needed and refer them to a body shop (Correct answer)
- Attempt the PDR anyway and charge full price
- Pretend the repair was successful
- Charge a diagnostic fee and send them away without explanation
Correct answer: Honestly inform the customer that traditional body repair is needed and refer them to a body shop
Transparent communication about repair limitations and a trusted referral maintains the technician's credibility and protects the customer.
Question 4: Which metric is most useful for tracking the health of a PDR business over time?
- Average repair ticket value combined with customer return rate (Correct answer)
- Number of tools owned
- Hours worked per day
- Number of social media followers
Correct answer: Average repair ticket value combined with customer return rate
Average ticket value shows revenue efficiency while return rate reflects customer satisfaction, together giving a complete business health picture.
Question 5: When estimating a PDR job, what factor most commonly leads to underquoting?
- Failing to inspect the damage from multiple angles and lighting positions (Correct answer)
- Using a digital estimate tool
- Charging per dent rather than by area
- Working on newer vehicles
Correct answer: Failing to inspect the damage from multiple angles and lighting positions
Damage depth and secondary deformation often only become visible under different lighting angles, and missing them leads to underestimating the work.
Question 6: What should a PDR technician do if they discover additional damage after starting a repair?
- Stop work, document the new finding, and obtain customer authorization before continuing (Correct answer)
- Complete all repairs and charge extra at the end
- Ignore the additional damage and finish the original scope
- Discard the job without notice
Correct answer: Stop work, document the new finding, and obtain customer authorization before continuing
Stopping to document and get authorization protects the technician from a dispute and ensures the customer understands any additional charges upfront.
PDR PDR Customer Relations & Business Practices 2
What is the purpose of a repair warranty in a PDR business?