A. Damage Analysis (11 questions)

1. Position the vehicle for inspection.

2. Prepare vehicle for inspection by providing access to damaged areas.

3. Analyze damage to determine appropriate methods for overall repairs.

4. Determine the direction, point(s) of impact, and extent of direct, indirect, and inertia damage.

5. Gather details of the incident/accident necessary to determine the full extent of vehicle damage.

6. Identify and record pre-existing damage.

7. Identify and record prior repairs.

8. Perform visual inspection of structural components and members; determine if repair or replacement is required.

9. Identify structural damage using measuring tools and equipment.

10. Perform visual inspection of non-structural components and members; determine if repair or replacement is required.

11. Determine parts, components, material types, and procedures necessary for a proper repair.

12. Identify type and condition of finish; determine if refinishing is required.

13. Identify suspension, electrical, and mechanical component damage.

14. Identify safety systems damage and related service requirements.

15. Identify interior component damage.

16. Identify damage to add-on accessories and modifications.

17. Identify single (one time) use components.

B. Estimating (13 questions)

1. Determine and record customer/vehicle owner information.

2. Identify and record vehicle identification number (VIN) information, including nation of origin, make, model, restraint system, body type, production date, engine type, and assembly plant.

3. Identify and record vehicle options, including trim level, paint code, transmission, accessories, and modifications.

4. Document and record existing or pre-existing damage.

5. Identify safety systems; determine needed repairs.

6. Apply appropriate estimating and parts nomenclature (terminology).

7. Determine and apply appropriate estimating sequence.

8. Utilize estimating guide procedure pages.

9. Apply estimating guide footnotes and headnotes as needed.

10. Estimate labor value for operations requiring judgment.

11. Select appropriate labor value for each operation (structural, non-structural, mechanical, and refinish).

12. Select and price OEM parts; verify availability, compatibility, and condition.

13. Select and price alternative/optional OEM parts; verify availability, compatability, and condition.

14. Select and price aftermarket parts; verify availability, compatibility, and condition.

15. Select and price recyclable/used parts; verify availability, compatibility and condition.

16. Select and price remanufactured, rebuilt, and reconditioned parts; verify availability, compatibility and condition.

17. Determine price and source of necessary sublet operations.

18. Determine labor value, prices, charges, allowances, or fees for non-included operations and miscellaneous items.

19. Recognize and apply overlap deductions, included operations, and additions.

20. Determine additional material and charges.

21. Determine refinishing material and charges.

22. Determine recommended sectioning procedures and establish labor values.

23. Determine structural measurement requirements; diagnose, and establish labor values.

24. Determine necessary structural repair/replace requirements, setup procedures, and establish labor values.

25. Apply math skills to establish charges and totals.

26. Interpret computer-assisted and manually written estimates; verify the information is current.

27. Identify procedural differences between computer-assisted systems and manually written estimates.

28. Identify procedures to restore corrosion protection; establish labor values and materials charges.

29. Determine appropriate application of betterment/depreciation to parts and allowances as necessary.

30. Determine the cost effectiveness of the repair and determine the approximate vehicle retail, recyclable and repair value.

31. Recognize the differences in estimation procedures when using different information provider systems.

32. Verify accuracy of estimate compared to the actual repair and replacement operations.

C. Legal and Environmental Practices (3 questions)

1. Recognize federal, state and local regulatory obligations.

2. Recognize contractual and warranty obligations.

3. Recognize the obligation to restore the vehicle based on vehicle manufacturer’s recommendations, or industry accepted procedures and guidelines.

D. Vehicle Construction (6 questions)

1. Identify type of vehicle construction (space frame, unibody, body-over-frame).

2. Recognize the different damage characteristics of space frame, unibody, and body-over-frame vehicles.

3. Identify impact energy absorbing components and repair/replacement procedures.

4. Identify steel types; identify repair/replacement procedures for steel components.

5. Identify aluminum/magnesium components and repair/replacement procedures.

6. Identify plastic/composite components and repair/replacement procedures.

7. Identify vehicle glass components and repair/replacement procedures.

8. Identify add-on accessories and modifications and repair/replacement procedures.

E. Vehicle Systems Knowledge (Includes Hybrid/Alternate Fuel Vehicles) (11 questions)

1. Fuel, Intake, Ignition, Exhaust, and Emissions Control Systems (1 question)

1. Identify major components.

2. Identify component function.

3. Identify component service requirements.

2. Suspension, Steering, and Powertrain (3 questions)

1. Identify components.

2. Identify component function.

3. Identify component service requirements.

3. Brakes (1 question)

1. Identify components.

2. Identify component function.

3. Identify component service requirements.

4. Heating, Engine Cooling, and Air Conditioning (2 questions)

1. Identify components.

2. Identify component function.

3. Identify component service requirements.

5. Electrical/Electronic Systems (1 question)

1. Identify components.

2. Identify component function.

3. Identify component service requirements.

6. Restraint Systems (2 questions)

1. Identify components.

2. Identify component function.

3. Identify component service requirements.

7. Fasteners and Materials (1 question)

1. Identify fastener type and service requirements.

2. Identify body repair and refinishing materials and supplies.

F. Parts Identification and Source Determination (4 questions)

1. Identify OEM components.

2. Identify OEM component function.

3. Justify repair or replace decision using OEM component.

4. Determine OEM component availability.

5. Identify alternative/optional OEM component availability.

6. Identify alternative/optional OEM component function.

7. Justify repair or replace decision using alternative/optional OEM components.

8. Determine alternative/optional OEM component availability.

9. Identify aftermarket components.

10. Identify aftermarket component function.

11. Justify repair or replace decision using aftermarket components.

12. Determine aftermarket component availability.

13. Identify recyclable (used) components.

14. Identify recyclable (used) component function.

15. Justify repair or replace decision using recyclable (used) components.

16. Determine recyclable (used) component availability.

17. Identify remanufactured/rebuilt/reconditioned components.

18. Identify remanufactured/rebuilt/reconditioned component function.

19. Justify repair or replace decision using remanufactured/rebuilt/reconditioned components.

20. Determine remanufactured/rebuilt/reconditioned component availability.

G. Customer Relations and Sales Skills (2 questions)

1. Acknowledge and/or greet customer/client.

2. Listen to customer/client; collect information and identify customer’s/client’s concerns, needs and expectations.

3. Establish cooperative attitude with customer/client.

4. Identify yourself to customer/client; offer assistance.

5. Deal with angry customer/client.

6. Identify customer/client preferred communication method; follow up to keep customer/client informed about parts and the repair process.

7. Recognize basic claims handling procedures; explain to customer/client.

8. Project positive attitude and professional appearance.

9. Provide and review warranty information.

10. Provide and review technical and consumer protection information.

11. Estimate and explain duration of out-of-service time.

12. Apply negotiation skills to obtain a mutual agreement.

13. Interpret and explain manual or computer-assisted estimate to customer/client.