Raising competitiveness within the industry
ON Dec 3, Hino Motors Sales (Malaysia) Sdn Bhd (HMSM) held the third Hino Total Support (TS) Contest this year in its head office in Petaling Jaya, Selangor.
Following the success of previous editions, HMSM decided to continue organising the contest to continuously gauge participant’s competency, knowledge and skills in areas of Hino Sales, Service and Spare Parts.
The Hino TS Contest is a platform for Hino to recognise their dealer’s hard work in conducting customer-related programmes to attend to customer needs.
The contest was separated according to Hino Sales, Service and Spare Parts’ areas of knowledge, which then was divided into two parts – the theoretical and practical test.
Sales – Participants were required to have an understanding of various product line-ups, not limited to vehicle sales but inclusive of all products, parts and after sales activities that align with the concept of the TS system.
This part of the test included skills assessment, role plays of the flow of sales processes and techniques, including detailed explanations of Hino’s Lifetime Cost Value, Free Service Program (FSP), Pre-delivery Inspection, correct model specifications and usage as well as its Total Lifetime Cost.
Service – Service plays an important role in portraying the image and service quality of Hino after sales. Being in the front line, Hino Service will determine customer’s satisfaction on service and repair jobs.
Most importantly, they must be able to assist customers in attending to their vehicles and fulfilling their needs. Under the Service Technician portion, contestants were tested in areas of product knowledge, electrical troubleshooting and vehicle inspection.
As for the Service Advisor segment, they were tested on the Hino Customer Service Advisor (CSA), component functions and their warranties, Electronic Part Catalogues (EPC) and parts’ prices as well as troubleshooting explanations.
Spare Parts – Hino Parts personnel’s credibility was evaluated through their ability to provide solutions and give advice to the customers especially on matters regarding vehicle parts.
The evaluation was divided into two categories – Hino Parts Seniors and Parts Advisor that were examined through the EPC, Warehouse Safety Standard Operating Procedure and Seven Storage Techniques.
This year sees improvement in the Spare Parts category with new subjects, recognising Hino Parts’ optimisation of dealer inventory. Knowledge on parts management is essential to make them understand the flow of the parts’ delivery system.
This year, Hino TS Contest saw hundreds of Hino dealers’ participation, nationwide. To qualify for the contest, participants were required to attend Hino Total Support’s briefing and training.
The training was to prepare participants to be more competent before the actual contest. Henceforth, Hino will be able to develop more professional dealer personnel to offer better services for the benefit of the customers.
The contest launch was officiated by Toshiaki Yasuda, managing officer of Hino Motors Ltd, Japan, and Ken Iwamoto, managing director of HMSM.
Present at the event were special guests from Hino Motors Ltd, Japan – Toshiya Shiozawa, general manager of the Overseas Service
Hino’s mission is not only to develop a product that is a perfect fit for each customer but also to maximise vehicle up-time and minimise vehicle lifetime cost.
Division, Yasunori Yoshimura from the Domestic Training Group and Jun Sekiya from the Overseas Parts Division.
The winners of the contest were Lu and Sons Engineering Sdn Bhd, that also won last year. The first and second runner-ups were FF Automobile Sdn Bhd and TTJ Agency Sdn Bhd respectively.
Hino has built a solid reputation through its QDR – Quality, Durability and Reliability.
Hino’s mission is not only to develop a product that is a perfect fit for each customer but also to maximise vehicle up-time and minimise vehicle lifetime cost.
With the Hino Total Support Customer Center in Sendayan, Hino is striving to deliver the best support to its customers with necessary trainings and safety driving techniques.
For more information, visit www.hino.com.my.