Last weekend was Hino Motors Sales (Malaysia) Sdn Bhd's (HMSM) Hino ‘Total Support Contest’ (TS Contest) for 2017. 110 contestants from over a hundred Hino dealerships throughout Malaysia had participated in this annual skills competition meant for Hino sales and after sales personnel.
This year, the Winners for 3S Overall Category are Lu & Sons Engineering Sdn Bhd, who were crowned champion. 1st Runner Up was Soo Chuan Motor Credit Sdn Bhd and 2nd Runner Up was Edaran Riz Sdn Bhd.
This competition event allowed for participants as well as those who attended (usually those who accompanied the participants from their various dealerships) to network in order to enhance their customer servicing skills, improving technical expertise and also to exchange knowledge on ways to improve Hino dealership service.
Aside from that this competition also allows some recognition among peers as sometimes, it isn't just monetary rewards which makes a big deal but the recognition among one's peers and counterparts that makes a difference in some individuals. Competitions like these are actually looked forward by those with a competitive spirit and even employers also treasure skilled personnel who have the capabilities to shine on demand.
This time around, we attended the event and managed to actually see the various aspects of the competition. We got to view the actual simulated problem solving /trouble shooting, mock sales and after sales pitch by the competitors as well as the electronic parts catalouge events. You can see from the photos we took herein.
According to HMSM, This is what the basic categories of the TS Contest and their roles are...
Sales
During the mock sales (and after sales) competition, participants are required to have a comprehensive understanding of various product line-ups, not only limited to the vehicle sales but also inclusive 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 including detail explanation of Hino Life-Time Cost Value, Free Service Program (FSP), Pre-delivery Inspection, correct model specification and usage and Total Life-Time 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 the service and repair jobs. Most importantly, they are able to assist customers in attending their vehicles’ services and fulfil customers’ needs. Under Service Technician, contestant will be test in area of Product Knowledge, Electrical Troubleshooting, and Vehicle Inspection. As for Service Advisor, they will be tested on Hino Customer Service Advisor (CSA), Component Function and its Warranty, Electronic Parts Catalogue and Parts’ Price and Trouble Shooting Explanation. Here we see a truck with a 'fault' being diagnosed by the participants.
Spare Parts
HINO Parts personnel’s credibility is evaluated through their ability to provide solution and giving advice to the customers especially on parts’ related matters. They are divided into two categories. HINO Parts Seniors and Parts Advisor are examined with Electronic Parts Catalogue (EPC), Warehouse Safety SOP (Standard Operating Procedure), 7 Storage Techniques. This year sees improvement for this category with new subjects, Recognizing HINO Parts’ Number, and Optimization Dealer Inventory. Knowledge on parts management is essential in order to make them understand the total flow of parts delivery system.(photos above and below)
The HINO range of trucks in Malaysia
PRESS RELEASE
Better customer service through technical and skill’s competition.
Hino Total Support Contest in its 4th Year
► Hino’s 4th year challenge is seeing continuous participation from their dealers nationwide
► World-class event held by Hino families in 28 countries world-wide
Selangor, 9 December 2017: Hino Motors Sales (Malaysia) Sdn Bhd - HMSM, a subsidiary of Hino Motors Limited Japan, associates under Toyota Group of Companies, hosted another round of Hino ‘Total Support Contest’ (TS Contest) with continuous participation from 110 contestants from over a hundred Hino dealerships. This event was to allow for participants to network in order to enhance their customer servicing skills, improving technical expertise and also to exchange knowledge on ways to improve Hino dealership service.
The 1-day battleground is in its’ 4th-year challenge, aiming to ‘maximize touch points with customers’. The Total Support Contest is one of Hino’s assessment platforms for the dealers to be examined in terms of their Sales, Services and Spare Parts knowledge. Rooted in Hino’s Total Support main pillars, it highlights on ‘Best-Fit Products’, ‘After-Service Support’ and ‘Customer Oriented Activities’.
Held annually, TS Contest is a continuous effort by Hino to assess their dealership’s competence which will enhance customer service. The goal is to upgrade the know-how in technical skills, knowledge among dealers’ sales staff and mechanics as well as service and parts advisors nationwide. Attending training sessions prior to the contest as one of the participants’ requirements, it is also one of Hino’s support activities to sharpen contestant’s focus on the related knowledge.
As format, the contest is separated according to Hino Sales, Service and Spare Parts areas of knowledge and is further divided into theoretical and practical test. This year showed additional new tools and examination courses where the contestants were to utilize HINO 300 and HINO 500 series models for Sales category and also the digital examination using DX2, an exclusive computerized diagnosis equipment for the Service category test.
This competition is Hino’s world-class annual event that increases the professionalism and efficiency of Hino’s advisors, servicing personnel and customer service. Speaking at the event was the Managing Officer of Hino Motors Limited, Japan, Mr. Shigehiro Matsuoka. “This contest is an event to improve the skills of 3S staffs whereby these kinds of contests are held by Hino families in 28 countries around the world.”
Inspired by all of the contestant’s motivational spirit, he also added, “I am confident that participation in this contest provides you with the motivation that edges you to perform and deliver even better results to your organization.”
The Managing Director of HMSM shared some of his expectations from this year’s contest, “HINO Malaysia is building up the concept of United Team HINO, through working together and supporting dealers in Total Support activities. Through these various activities and approaches, we will gain customer confidence and create more HINO fans in the country.”
At the event, attendees had the opportunity to visit a booth for Hino ArmTech which was launched early this year in support of customer’s alarming concern for the truck’s security. As a built-in system, Hino ArmTech features ‘Theft Recovery’ and ‘Vehicle Tracking’ monitored through either web-based or mobile application. Apart from that, they also witnessed the announcement of the Hino Engine Oil service contest, which revealed the lucky winner that will go home with amazing prizes including Apple products and shopping vouchers.
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