Hino Motors Sales (Malaysia) Sdn Bhd (Hino Malaysia) recently held the sixth edition of the Hino ‘Total Support Contest’ (TS Contest). The contest which is an initiative to inculcate better technical and customer servicing skill and knowledge among its dealers was held at its head-quarters in Petaling Jaya, last Saturday. This time, 130 contestants from 36 Hino authorized dealerships took part.
While the Hino Total Support Contest was held on a Saturday, the contestants who were present were the best that their dealership had chosen. They were required to sit intensive 2 day briefing and training session at Hino Malaysia's Training Centre located at Hino Malaysia's Headquarters. This training session happened two weeks before the actual contest-day. It allows the participants to brush up on their knowledge and skill as to how to follow the proper operating procedures come the actual contest day.
in terms of the Total Support Contest, there will be the Champion, the 1st Runner-up, and 2nd Runner-up for each category. These are the Sales, Services, and Parts. There is also a grand prize winner or overall winner for the contest where the winning team is entitled as the 3S Champion, and will take home the Challenge Trophy and cash incentive of RM 3,000. The overall Champion was able to win a trip to Hino Motors Limited Japan which will happen sometime next year.
This contest is one of the ways the company improves their dealership network in terms of their skills and knowledge. The whole contest is tailored around Hino Sales, Services and Spare parts, including the theoretical and practical aspects of running the sales and aftersales portion of a vehicle dealership.
The Three Contest Categories in the Hino Total Support Contest
Sales
In the Sales part of the contest, the participants are tested whether they are able to provide the Best-fit Product to customers. Participants under Sales Category were evaluated based on their skill to promote and recommend the best product that matches customer’s nature of businesses.
The newly launched HINO 700 Series AMT was the product in question during the sales contest portion. The participants were also tested on their knowledge of Hino's newest heavy-duty truck sold in Malaysia. There was also the emphasis on promoting its new option, the Automated-manual Transmission (AMT .
Contestants under Sales Category were required to explain the concept of Hino Total Support to customers (who were basically the examiners or testers). These include the maintenance contract, Free Service Programme (FSP), Free Parts Programme (FPP), Arm-Tech System, New Warranty Terms of Hino models, Selling and Closing skills for New Hino Vehicles, and Rules and Regulations of Road Transport in Malaysia.
The Sales Category is basically simulating actual sales where the participants were required to role play on how to solve the potential problem that might be facing by the customer. They must present a detailed explanation about the selling technique of Feature Advantage and Benefit (FAB) and comparison on Fuel Consumption Calculation plus the benefits of Hino Product.
This mock run on a customer and sales representative is a good way of ensuring that Hino's sales personnel are well versed in their product line-up.
Service
The service aspect is super important in terms of after-sales reputation. Customer’s satisfaction with the service provided by the dealership is one of the most important item that will bring up the image of Hino. Participants under the service category were required to complete a technical task to solve a vehicle facing some mock problem.
All contestants under this Service Advisor category were evaluated based on their skill and knowledge of vehicle maintenance, mechanical parts solving, advance skill in Electrical Trouble Shooting by using Hino diagnosis tools explorer (DX II), advance skill in Programming of Fuel Injectors, System Protection Data, and Trouble Code Reading & Rectification.
These Senior Service Technician contestants were required to execute a role play on the reception procedure and serving a customer's vehicle. The evaluation also took into account the skill of how contestants identify the issues faced by customer, handling complaints, recommending the right services and parts, following-up call for next service, and advising the customer on vehicle care and maintenance.
Parts
Finally, the Parts category plays an important role for customer’s trust and confidence. Contestants under Parts Category were evaluated based on their knowledge to identify and compare between Hino Genuine Parts and counterfeit parts. They will also be tested on their expertise of using the Electronic Parts Catalogues (EPC) which to provide speed and accuracy in determining the correct parts to the right vehicle via model and chassis number.
Aside from that, operational excellence by streamlining the warehouse layout process is one of the most important highlights for a successful relationship with customers. Contestants will be examined based on their knowledge of Warehouse Safety SOP (Standard Operating Procedure) and Operation with the 7 Storage Techniques. This will also include the right procedure for packaging and delivering parts items.
The Total Support, Hino TS Contest is quite a comprehensive test for the dealerships participating. It is also a platform in granting due recognition to all dealers as they are contributing constant support and performing excellently in engaging customer-related programs, which not only focusing on vehicle sales but also including of all products, parts and after-sales activities.
All Hino dealers throughout Malaysia must take part in this Total Support Contest. It is a way for the dealerships to improve the skill and knowledge of their people. It is like a short refresher course for them and it also allows the dealers and their staff to have a bit of fun and play yet network with one another too. Those that win also have the added 'bonus points' where they can say that they are the best in their fields. As we have stated before here in Motoring Malaysia, it isn't just about the cash incentives, but it is also the feeling of accomplishment among peers.
The Winners
Hino Malaysia Managing Director, Mr. Atsushi Uchiyama with the Champion, 1st Runner-up and 2nd Runner-up for Overall Category
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