SCRS Quick Tip: Front End Sales

The role of front-end sales in a collision repair facility has changed dramatically. In this quick tip video from the Society of Collision Repair Specialists, Kris Burton of Rosslyn Auto Body and Michael Giarrizzo Jr. of DCR Systems discuss how the traditional approach of writing a quick estimate no longer fits the complexity of today’s vehicles — or the expectations of modern customers. 

Instead, front-end interactions have become a true sales and communication process focused on empathy, clarity, and education. From understanding what matters most to the customer, to explaining the value of OEM procedures, advanced training, and proper repair planning, the goal is to build trust — not to provide an inaccurate preliminary estimate.  

They also break down how their teams collaborate between front-end sales and back-of-house technical staff, helping customers understand why disassembly and research are essential before anyone can determine the real cost of repairs. The initial estimate is no longer the sale—it’s the starting point for a transparent, informed process. 

This video was filmed at the I-CAR Training Center in Appleton, Wisconsin.