Estimation, Job Documentation and Customer Handling
Estimation, Job Documentation and Customer Handling
This domain tests repair estimating, labour and materials calculation, supplements, authorisation and customer communication. The exam expects transparent documentation and correct sequence.
Core rules
- An estimate lists parts, body labour, refinish labour, materials, sublet work, tax and applicable deductions. Use the specified labour time and paint time, not guesswork.
- Photograph damage before and during repair. Record VIN, mileage, paint code and vehicle options.
- A supplement is required when hidden damage is found after the original estimate is approved. Obtain authorisation before proceeding.
- Customer communication should explain the repair scope, limitations, warranty and expected completion. Do not promise a completion date that depends on unavailable parts.
- Keep a job file with authorisation, estimate, supplement, photos, alignment or calibration records and invoices.
Worked example
A quarter panel repair is estimated at 8.0 body hours and 3.0 refinish hours. Reasoning: multiply each labour category by its rate, add parts and materials, then tax. If removal reveals inner wheelhouse damage, stop and write a supplement with photos and additional labour. Proceeding without approval creates a billing dispute.
Traps
Estimating from memory; failing to document hidden damage; starting unapproved work; omitting blend or calibration time; promising a date before parts arrive.
Key points
Estimates separate parts, body labour, refinish labour and materials. Document damage with photos before and during repair. Supplements require customer or insurer authorisation. Record VIN, paint code and mileage. Keep authorisations, calibration records and invoices in the job file.