Last Saturday. the 10th of December 2022, I actually took time to attend the 8th edition of HINO Malaysia's HINO Total Support Contest at their Petaling Jaya headquarters. This time around, the contest had the participation of 158 contestants from 26 authorised dealers throughout Malaysia. This marks a return to having this contest after all the lockdowns trying to handle the Covid-19 pandemic in Malaysia and the mood was very positive at the event where it gives a chance for HINO sales and aftersales personnel to try out their skill and knowledge among each other, thereby enhancing their customer servicing skill as well as improving technical expertise by competing.
The HINO Total Support contest is where the teams from authorised HINO dealerships to compete against each other where they will gain recognition among their peers as well as HINO Malaysia giving out prizes for Champion, 1st Runner-up, and 2nd Runner-up for each category, which are Sales, Services, Parts and Customer Success Operation (CSO). There was also an overall grand prize as the 3S Champion, where the winning team will bring back the Challenge Trophy and RM3,000.00 cash incentive and will actually join a learning trip to Hino Motors Limited Japan in 2023. This year's contest has this addition, which is a surprise to the contestants, and was an even bigger carrot dangled in front of the participants.
There are four categories on which the teams compete in. These are the Sales, Services, Spare Parts, and Customer Success Operation (CSO), which includes the theoretical and practical practices being tested.
All four categories will be showcasing Hino’s mission statement which is “To be Malaysia’s most Customer-Centric and reliable Commercial Vehicle Company, and make our country a better place to live by providing ‘Best-fit Products’ and ‘Total Support’.”
This statement will always be Hino’s benchmark in reaching high quality standards to Hino work rate and to Hino customers.
Contests like these allow sales and aftersales personnel to hone their skills and knowledge so that they will be able to perform as well as possible when handling customer vehicles or when meeting with customers. It also improves staff morale in the form of incentives and knowledge among peers on who was the best. As I have mentioned in previous articles regarding contests or competitions like this, it rewards the participants in other ways aside from just monetary ways, but also fulfilling other needs on a more different level.
Congratulations to the winners. It has always been a pleasure for me to attend this event and meet the folks at HINO Malaysia as well as getting to watch their sales and service teams participating in the event. And, the overall champion gets to go to Japan! Quite a reward and lots of recognition in my opinion.
As stated above, the contest was divided into four main categories. Below is a breakdown according to HINO Malaysia.
Sales
Pertaining to its Product Sales philosophy which to provide the Best-fit Product to customers, all contestants under Sales Category will be evaluated accordingly based on their skill to promote and recommend the best product that matches customer’s nature of businesses.
It is generally known that Hino comes with its fundamentals of Total Support. Throughout the contest, contestants under Sales Category were required to explain the concept of Hino Total Support to customers which includes the maintenance contract, Free Service Programme (FSP), Hino Connect, Hino EZ Care, Hino Membership Program, Selling and Closing skills for New Hino Vehicles, and Rules and Regulations of Road Transport in Malaysia.
One of the main prerequisites under the Sales Category is the simulation part where all contestants were required to do role play on how to solve the potential problem that might be facing by the customer. They will also present a detail explanation about the selling technique of Feature Advantage and Benefit (FAB) plus the benefits of Hino Trucks and Buses.
Service
Customer satisfaction with the service provided is a key element that brings up the good image of a brand. Contestants under the service category were required to complete the technical task to fulfil customer’s requests and satisfaction.
All contestants under the Service Technician category will be 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.
For Service advisor, contestants were required to execute a role play on reception procedure and serving the customer. The evaluation was also tallied on the skill of how contestants identify the problem facing by customers, handling complaints, recommending the right services and parts, following-up call for next service, and advising the customer on vehicle care and maintenance.
Parts
In the commercial vehicle industry, parts compartment plays an important role for customer’s trust and confidence. Contestants under Parts Category will be evaluated on their knowledge to identify and compare between Hino Genuine Parts and Non-Authorized Hino Parts in the market. 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.
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 on time.
Aiming towards excellence within the industry and the concept of Total Support, the Hino TS Contest 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.
Customer Success Operation (CSO)
Customer Success Operation, otherwise known as CSO, is a new role in Hino to connect deeper within Hino and customer. CSO is naturally forward-thinking and aims to remove barriers between the customer and their product use. An effective Customer Success Operations department will be responsible for a range of tasks related to keeping customers’ satisfaction, ensuring they succeed with products and services, and extending customers’ lifetime value.
In this category, Contestants will be given a task in a shape of a role play on how to handle a customer with questions on Hino products. The scenario will be evaluated on how contestants providing the details of the information required by the customers such as Hino Membership Program, Hino EZ Care, Hino Connect, and the Free Service Program (FSP).
LIST OF PRIZES
Categories Award Prize
Overall Champion
⋅ Challenge Trophy
⋅ Mock Cheque
⋅ Learning Trip to Japan
⋅ RM 3,000 Cash Incentive
1st Runner-up
⋅ Trophy
⋅ Mock Cheque
⋅ RM 2,000 Cash Incentive
2nd Runner-up
⋅ Trophy
⋅ Mock Cheque
⋅ RM 1,000 Cash Incentive
Sales
⋅ Sales Advisor
⋅ Senior Sales Advisor
Champion
⋅ Medal
⋅ Mock Cheque
⋅ RM 1,000 Cash Incentive
1st Runner-up
⋅ Medal
⋅ Mock Cheque
⋅ RM 500 Cash Incentive
2nd Runner-up
⋅ Medal
⋅ Mock Cheque
⋅ RM 200 Cash Incentive
Service
⋅ Service Advisor
⋅ Senior Service
Technician
Champion
⋅ Medal
⋅ Mock Cheque
⋅ RM 1,000 Cash Incentive
1st Runner-up
⋅ Medal
⋅ Mock Cheque
⋅ RM 500 Cash Incentive
2nd Runner-up
⋅ Medal
⋅ Mock Cheque
⋅ RM 200 Cash Incentive
Spare Parts
⋅ Parts Advisor Champion ⋅ Medal
⋅ Mock Cheque
⋅ Senior Parts Advisor ⋅ RM 1,000 Cash Incentive
1st Runner-up ⋅ Medal
⋅ RM 500 Cash Incentive
2nd Runner-up ⋅ Medal
⋅ RM 200 Cash Incentive
CSO
Champion
⋅ Medal
⋅ Mock Cheque
⋅ RM 1,000 Cash Incentive
1st Runner-up
⋅ Medal
⋅ Mock Cheque
⋅ RM 500 Cash Incentive
2nd Runner-up
⋅ Medal
⋅ Mock Cheque
⋅ RM 200 Cash Incentive
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