PDR PDR Customer Relations & Business Practices 1

Question 1

When providing a PDR estimate to a customer, what is the most professional first step?

Accepted Answer

Perform a thorough visual inspection of the damage in good lighting

Answer

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?

Accepted Answer

Document all existing damage with dated photos before starting work

Answer

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?

Accepted Answer

Calmly explain the repair limits, show the before photo, and offer a reasonable solution

Answer

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?

Accepted Answer

The technician from performing unauthorized work on the vehicle

Answer

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?

Accepted Answer

Providing consistent quality, clear communication, and timely service

Answer

Consistent quality and communication build trust, which is the primary driver of repeat business and word-of-mouth referrals.

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