Final answer:
Technicians should examine a damaged item and communicate with the customer before deciding if it can be restored.
Step-by-step explanation:
Technicians should not decide they will be able to restore a damaged item until they have examined the item and communicated with the customer.
By examining the item, technicians can determine the extent of the damage and assess whether it can be repaired. This step is important as it allows technicians to provide an accurate assessment of whether the item can be restored. Additionally, communicating with the customer ensures that their expectations are managed and that they are informed about the condition of the item.