THE fourth round of HINO Motors Sales (Malaysia) Sdn Bhd’s (HMSM) ‘Total Support Contest’ saw the participation of 110 contestants from more than 100 Hino dealerships.
The event aims to enable participants to enhance their customer service skills, improve technical expertise and exchange knowledge.
HMSM is a subsidiary of Japan’s Hino Motors Ltd and an associate under Toyota Group of Companies.
The one-day battleground sought to “maximising touch points with customers” and was one of Hino’s assessment platforms for dealers to be examined in terms of Sales, Services and Spare Parts knowledge.
It is based on Hino’s Total Support main pillars - Best-Fit Products, After-Service Support and Customer Oriented Activities.
Held annually, the contest is a continuous effort by Hino to assess its dealerships’ competence, with the goals of upgrading the know-how in technical skills and knowledge among sales staff and mechanics, as well as service and parts advisers nationwide.
Participants were required to attend training sessions prior to the contest.
The contest was separated into three categories - Sales, Service and Spare Parts.
Each category touched on its specific area of knowledge and was further divided into theoretical and practical tests.
For the Sales category, participants were evaluated for their understanding of various product line-ups.
Not limited to the vehicle sales itself, the contest tested understanding of all products, parts and after-sales activities that align with the concept of Total Support.
Skills assessment and role play of a proper sales process flow and techniques included detailed explanation of Hino Life-Time Cost Value, Free Service Programme, Pre-delivery Inspection, correct model specification and usage.
In the Service category, the service technician contestants were judged in the areas of product knowledge, electrical troubleshooting and vehicle inspection.
As for the service adviser contestants, they were tested on Hino customer service advisor (CSA), component function and its warranty, electronic parts catalogue and parts price, as well as trouble shooting explanations.
As for the Spare Parts category, Hino parts personnel were appraised of their ability to provide a solution and by giving advice to the customers, especially on parts related matters.
The personnel were grouped into two categories - Hino Parts Seniors and Parts Advisers.
This year, there were new tools and examination courses, with contestants utilising Hino 300 and Hino 500 series models for the Sales category. As for the Service category test, they had to use DX2, an exclusive computerised diagnosis equipment.
Lu & Sons Engineering Sdn Bhd are the champion for the 3S Overall category. They walked home with RM3,000 and flight tickets to Tokyo. The second place winner was Soo Chuan Motor Credit Sdn Bhd, and Edaran Riz Sdn Bhd at the third spot.
The competition is part of Hino’s world-class annual event that targets to increase the professionalism and efficiency of Hino’s advisors, servicing personnel and customer service.
“This contest is an event to improve the skills of 3S staff. These kind of contests are held by Hino families in 28 countries around the world. I am confident that participation in this contest will provide you with the motivation that edges you to perform and deliver even better results for your organisation,” said s Hino Motors Ltd managing officer Shigehiro Matsuoka at the event.
Meanwhile, HMSM managing director Ken Iwamoto said Hino Malaysia was building up the concept of United Team Hino by working together and supporting dealers in Total Support activities.
“Through these various activities and approaches, we will gain customers’ confidence and create more Hino fans in the country,” said Iwamoto.
At the event, attendees had the opportunity to visit the booth for Hino ArmTech, which was launched earlier this year in support of customers’ concern for truck security.
A built-in system, Hino ArmTech features “Theft Recovery” and “Vehicle Tracking” functions, which are monitored through either a web-based or mobile application.
Apart from that, the Hino Engine Oil service contest winners were also announced, with winners walking home with prizes including Apple products and shopping vouchers.