PDR PDR Customer Relations & Business Practices 2

Question 1

What is the purpose of a repair warranty in a PDR business?

Accepted Answer

To assure customers that any defects in the repair will be corrected at no additional charge

Answer

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?

Accepted Answer

Confirm the lessee has authorization to approve body repairs per the lease agreement

Answer

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?

Accepted Answer

Honestly inform the customer that traditional body repair is needed and refer them to a body shop

Answer

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?

Accepted Answer

Average repair ticket value combined with customer return rate

Answer

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?

Accepted Answer

Failing to inspect the damage from multiple angles and lighting positions

Answer

Damage depth and secondary deformation often only become visible under different lighting angles, and missing them leads to underestimating the work.

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