In a repair shop scenario, who is correct regarding the estimate explanation process: Service Consultant A who does it quickly, or Service Consultant B who includes a percentage for incidental costs?

Service Consultant B is correct because including a percentage for incidental costs in the estimate explanation process demonstrates thoroughness and transparency in communication with the customer. When a service consultant provides an estimate, it is important to outline not only the direct costs associated with the required repairs but also to prepare the customer for potential additional costs that may arise during the repair process, such as unforeseen issues or necessary parts that were not initially considered.

This practice helps to manage the customer's expectations and builds trust in the service consultant's recommendations. Customers appreciate when they are informed about possible additional expenses, as it prevents surprises when they receive the final bill. By ensuring that estimates encompass a comprehensive scope, including incidental costs, Service Consultant B effectively contributes to a more customer-centered approach. This method is more likely to lead to customer satisfaction and repeat business, as it reflects professionalism and an understanding of the complexities involved in vehicle repairs.