Hino Total Support boosts HINO’s competitiveness in commercial vehicle industry.
HINO TOTAL SUPPORT CONTEST CHALLENGE IN ITS 3 rd YEAR
► Serves as a platform for HINO dealers to develop their know-how.
► HINO aims to maximize touch points with customers.
3 rd December 2016, Selangor: Hino Motors Sales (Malaysia) Sdn. Bhd. (HMSM) today announced the
launch of the 3 rd Hino Total Support (TS) Contest 2016 in its head office in Petaling Jaya, Selangor.
Geared towards fostering greater knowledge and skills, Hino TS Contest this year aims to maximizing touch
points with their customers.
Following the success of previous contest, HMSM decided to continue organizing the contest in order to
continuously gauge participant’s competency, knowledge and skills in areas of HINO Sales, Service and
Spare Parts. Hino TS Contest is also a platform for HINO to give due recognition to their dealer’s hard work
in conducting customer-related programs to boost their customer’s needs. Hence, this will bring us to the
solution on how to improve Hino’s customer service as to help expanding customer’s business growth.
Throughout these activities, Hino can provide more professional customer service personnel, nationwide.
“Looking at Hino Total Support activities previously, I’m glad that we have established nationwide dealer’s
networking to run with us in the business. At the same time, Hino have been focusing and dedicating
dealers to provide Total Support activities that cover not only in the aspect of Sales and After Sales, but
also in other related aspect which is common in the automotive trade,” says Mr. Ken Iwamoto, Managing
Director of HMSM.
Contestants were separated according to Hino Sales, Service and Spare Parts area of knowledge and will
be divided into theoretical and practical test.
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 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.
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.
Speaking at the event, Mr. Yasuda said, “Today, we believe that all of you will be sharing us the best TS
practices which is developed by your daily efforts in sales, service and spare parts. In that sense, today’s
contest will definitely be important session to raise the level of Hino Total Support in Malaysia.”
This year, Hino TS Contest sees more than hundreds of Hino dealers’ participation, nationwide. In order to
be qualified to enter the contest, participant has been required to attend Hino Total Support’s prior
briefing and training. The purpose of the training is to prepare participants to be more competent before
the actual contest. Henceforth, Hino will be able to develop more professional dealer personnel to serve
better service for the benefit of the customers.
The contest was officiated by Mr. Toshiaki Yasuda, Managing Officer of Hino Motors Ltd., Japan
together with Mr. Ken Iwamoto, Managing Director of HMSM. Also present at the event are special guests
from Hino Motors, Ltd., Japan; Mr. Toshiya Shiozawa, General Manager of Overseas Service Division; Mr.
Yasunori Yoshimura from Domestic Training Group and Mr. Jun Sekiya from Overseas Parts Division.
HINO has built a solid reputation through the outstanding QDR, which means, Quality, Durability and
HINO’s mission is not only to develop a product which is perfect fit for each customer’s business
but also to ‘Maximise vehicle Up-Time’ and ‘Minimise vehicle Life-Time Cost’. With HINO Total Support
Customer Center in Sendayan, HINO are striving to deliver the best support to our customer with necessary
trainings and also safety driving techniques.