Entrepreneurship, Customer Service and Shop Management
What this domain tests
Entrepreneurship, Customer Service and Shop Management tests whether you can run a repair counter professionally: cost a job, price it, record it, explain it and handle the customer's data and expectations. Expect break-even, stock control, written estimates, warranty and complaint handling.
Core rules
- Cost a repair as parts + labour + overhead + warranty reserve. Add margin after cost, not before. Track stock and cash so you know which services actually earn.
- Give a written estimate before work, including part grade, warranty period and likely data risk. Get approval for any extra cost.
- At intake record model, IMEI, accessories, complaint, passcode consent and cosmetic condition. Do not open photos, messages or accounts without a repair reason.
- State a realistic turnaround. If a part is delayed, inform the customer before the promised time.
- Handle complaints with the repair record: show what was replaced, what was tested and what the warranty covers.
Worked example
A screen replacement uses a part costing ₹1,200, labour ₹300, overhead ₹150 and a warranty reserve ₹100, so total cost is ₹1,750. For a 20% margin, price = 1750/0.8 = ₹2,187.50, rounded to ₹2,200. If the customer asks for a discount, explain the warranty and part grade rather than silently fitting a lower-quality part. Offer a standard and a premium option with separate written warranties. The reasoning: pricing only the part ignores labour and comeback risk, while a written estimate prevents disputes.
Traps
Quoting only the part price; no written estimate; promising a water-damaged phone will be fully restored; accessing customer data; no inventory or repair records; offering warranty terms the shop cannot honour.