CRT 2032 - Damage Analysis/Estimating/Customer Service

This course is designed to train students in all aspects of Damage Analysis of wrecked automobiles, how to build a proper Estimate of Repair, and how to obtain good Customer Relation skills to be proficient upon entering the workforce.

Student Learning Outcomes:

1. Damage Analysis
   • Position the vehicle for inspection under proper lighting; take photos to identify the vehicle and document damage. HP-I
   • Identify components to be removed to gain access to damaged areas. HP-G
   • Analyze damage to determine appropriate repair methods in accordance with manufacturer’s recommendations and guidelines. HP-G
   • Determine the direction, point(s) of impact, and extent of direct, indirect, and inertia damage. HP-G
   • Gather details of the incident/accident necessary to determine the full extent of vehicle damage. HP-G
   • Identify and record pre-existing damage. HP-G
   • Identify and record prior repairs. HP-G
   • Perform Visual inspection of structural components. HP-G
   • Identify structural damage using basic measuring tools and dimensional data. Hp-I
   • Perform visual inspection of non-structural components. HP-I
   • Determine parts, components, material type(s) and procedures necessary for a proper repair. HP-I
   • Identify type and condition of finish; determine refinish labor operations as required. HP-I
   • Identify suspension, electrical, and mechanical component physical damage. HP-G
   • Identify safety systems physical damage. HP-G
   • Identify interior component damage. HP-G
   • Identify add-on accessories and modifications. HP-G
   • Identify single (one time) use components. HP-G
   • Perform a pre-scan; identify and document illuminated dash malfunction indicator lamp(s) (MIL) and stored diagnostic codes. HP-I
   • Perform a pre-repair inspection of the vehicle with the customer. Record fit and finish concerns (color mismatch, factory gaps, unrelated prior damage, and prior repairs). HP-G
   • Identify and document Advanced Diver Assistance Systems (ADAS) on the vehicle being repaired; identify damaged ADAS components and/or recalibration requirements. HP-G
2. Estimating
   • Determine and record customer/vehicle owner information. HP-I
   • Identify and record vehicle identification number (VIN) information, including nation of origin, make, model, restraint system, body type, production date, engine type, build data, and assembly plant. HP-I
   • Identify and record vehicle mileage and options, including trim level, paint code, transmission, accessories, and modifications. HP-I
   • Identify safety systems; determine precautions, inspections and replacement items as required. HP-G
   • Apply appropriate estimating and parts nomenclature (terminology). HP-I
   • Determine and apply appropriate estimating sequence. HP-I
   • Utilize estimating procedure pages. HP-I
   • Apply estimating footnotes, headnotes, and line notes as needed. HP-I
   • Identify operations requiring labor value judgment. HP-G
   • Select appropriate labor code for each operation (structural, non-structural, mechanical, and refinish). HP-I
   • Select and price OEM parts; optional OEM parts, aftermarket parts, recyclable/used parts, remanufactured, rebuilt, and reconditioned parts; verify availability, compatibility, and condition. HP-G
   • Determine necessary sublet operations. HP-G
   • Determine included and non-included operations and miscellaneous items. HP-G
   • Recognize and apply overlap deductions. HP-I
   • Determine additional material and charges. HP-G
   • Determine refinishing material and charges. HP-G
   • Apply math skills to establish charges and totals. HP-G
   • Identify procedures to restore corrosion protection; establish labor values, and material charges. HP-G
   • Recognize the cost effectiveness of the repair and determine the approximate vehicle retail, and repair value. HP-G
   • Recognize that differences exist in estimating platforms when using different information provider systems. HP-G
   • Verify accuracy of estimate compared to the actual repair and replacement operations. HP-G
   • Identify vehicle safety recalls using the vehicle identification number (VIN). HP- I
   • Review damage report and analyze damage to determine appropriate methods for overall repair; communicate with team members to verify accuracy and resolve discrepancies. HP-G
3. Vehicle Construction and Parts Identification
   • Identify type of vehicle construction (unibody, body-over-frame). HP-G
   • Recognize the different collision damage between unibody and body-over frame vehicles. HP-G
   • Identify impact energy absorbing components. HP-G
   • Identify different types and strengths of substrates (steel types, aluminum, magnesium, plastic, composites, etc.); determine repairability. HP- G
   • Identify vehicle glass components and repair/replacement procedures. HP-G
   • Identify add-on accessories. HP-G
   • Recognize different vehicle joining/attaching methods (e.g. welding, adhesives, rivets, etc.). HP-G
4. Customer Relations and Sales Skills
   • Introduce yourself, acknowledge and greet customer/client/visitor; offer assistance. HP- G
   • Listen to customer/client; collect information and identify customers/client’s concerns, needs and expectations. HP-G
   • Establish cooperative attitude with customer/client. HP-G
   • Deal with dissatisfied customer/client; seek resolution. HP-G
   • Identify customer/client preferred communication method; follow up to keep customer/client informed about parts and the repair process. HP-G
   • Recognize basic claims handling procedures; explain to customer/client. HP-G
   • Project positive attitude and professional appearance. HP-G
   • Provide and review warranty information. HP-G
   • Provide and review technical and consumer protection information. HP-G
   • Estimate and explain duration of out-of-service time. HP-G
   • Demonstrate negotiation skills to obtain a mutual agreement. HP-G
   • Interpret and explain estimate to customer/client, including prior damage and recalls. HP-G