PDR PDR Customer Relations & Business Practices 1 — Questions and Answers
Question 1: When providing a PDR estimate to a customer, what is the most professional first step?
- Perform a thorough visual inspection of the damage in good lighting (Correct answer)
- Quote a flat rate immediately
- Ask the customer what they want to pay
- Begin the repair before discussing price
Correct answer: Perform a thorough visual inspection of the damage in good lighting
A thorough visual inspection in proper lighting allows you to accurately assess the damage and provide a precise, credible estimate.
Question 2: Which practice best protects a PDR technician from disputes over pre-existing damage?
- Document all existing damage with dated photos before starting work (Correct answer)
- Ask the customer to sign a blank authorization form
- Only work on vehicles less than two years old
- Refuse jobs with any prior damage
Correct answer: Document all existing damage with dated photos before starting work
Dated photographs of pre-existing damage create a clear record that protects both the technician and the customer from misunderstandings.
Question 3: A customer is unhappy with a PDR result that meets industry standards. What is the best response?
- Calmly explain the repair limits, show the before photo, and offer a reasonable solution (Correct answer)
- Offer a full refund immediately without discussion
- Tell the customer they are wrong and leave
- Redo the repair for free without any discussion
Correct answer: Calmly explain the repair limits, show the before photo, and offer a reasonable solution
Referencing before photos and explaining industry repair tolerances educates the customer and demonstrates professionalism.
Question 4: What does a written repair authorization from the vehicle owner primarily protect?
- The technician from performing unauthorized work on the vehicle (Correct answer)
- The technician from paying taxes
- The customer from being charged
- The insurance company from paying a claim
Correct answer: The technician from performing unauthorized work on the vehicle
A signed authorization confirms the owner consents to the repair, protecting the technician legally if a dispute arises.
Question 5: Which business practice is most important for repeat PDR customers and referrals?
- Providing consistent quality, clear communication, and timely service (Correct answer)
- Offering the lowest price in the market
- Using the most expensive tools available
- Advertising on social media only
Correct answer: Providing consistent quality, clear communication, and timely service
Consistent quality and communication build trust, which is the primary driver of repeat business and word-of-mouth referrals.
Question 6: When a PDR technician is working on an insurance claim vehicle, who should approve the final repair scope?
- The insurance adjuster and the vehicle owner must both agree to the scope (Correct answer)
- Only the technician decides the scope
- The body shop manager decides
- The manufacturer decides
Correct answer: The insurance adjuster and the vehicle owner must both agree to the scope
Both the insurer and the vehicle owner must agree to ensure the claim is covered and the customer is satisfied with the approved work.
PDR PDR Customer Relations & Business Practices 1
When providing a PDR estimate to a customer, what is the most professional first step?