Last Saturday, the 10th edition of the HINO Total Support (TS) Contest was held at Hino Motors Sales (Malaysia) Sdn Bhd (Hino Malaysia) in Petaling Jaya, Selangor. The event was a celebration of a decade of excellence and innovation where the company brings forth friendly competition that tests the competence of Hino Malaysia's dealers in both sales and aftersales. With 146 participants representing 28 authorized dealers, this year’s contest was definitely bigger than last year's one as it offers a unique platform for dealers to showcase their skills, creativity, and commitment to customer satisfaction, But it also allows for the staff that participated to have some bragging rights among peers. Hey, that is a natural feel good factor to feel that you performed and have been voted the best among the best..
This year;s competition has had some updates, notably there is now open participation for all dealers, as well as Hino Approved Service Outlets (HASO) alongside 3S authorized dealers. Previously, only 3S dealerships were allowed to participate in the TS contest but now includes these 2S(Service and Spares) centres which will make things more inclusive for all Hino Malaysia support staff. This year.s contest strengthens global connections by hosting distinguished guests such as Mr. Junichi Kato, Chief Operating Officer of Overseas Business from Hino Motors, Ltd., Japan., Hino overseas distributors from Indonesia, the Philippines, Vietnam, and regional representatives from Hino Motors Asia, Ltd. for an even more diverse list of attendance.
During the contest, participants will showcase their skills across five contest categories: Sales, Services, Spare Parts, Customer Success Operation (CSO), and the "Kaizen (improvement) in Action" Challenge, replacing last year’s “Best in Town Presentation,”.
This year will continue last year’s theme which is “Best in Town”. Hino believes it represents a continuation of a series of business activities aimed at being genuine business partners with customers by focusing on two core values, which are providing 'Best-fit Products' and 'Total Support’ to our customers.
I have been attending the Hino Total Support contest as a guest for many years now and I do look forward to attending them every year. I have always put the importance of people that manage a brand and always find it interesting when a company holds competition like this. It builds character, skill and also improves the network among participants and attendees. When companies spend a little of their budget for these sort of events, I have to give kudos to them.
This year’s HINO Total Support Contest offered worthy rewards for its participants. Each of the five category champions, Sales Consultant, Service Advisor, Service Technician, Spare Parts Advisor, and Customer Success Operations (CSO), will take home cash prizes alongside the prestige of their title. Additionally, the overall champion will receive an exclusive incentive trip, making their victory even more memorable. The 1st and 2nd runners-up in each category will also be recognized with cash prizes to celebrate their remarkable efforts.
Altogether, the total prizes for this year’s contest are valued at nearly RM100,000, making this event not just a test of skills but also a rewarding journey for all participants. More than a pat on the back, and that bragging rights too.
The TS Contest Category
The Hino Total Support Contest 2024 is a dynamic competition that tests and celebrates the expertise of Hino dealers across five main categories which are Sales, Service, Spare Parts, Customer Success Operation (CSO), and the newly introduced "Kaizen in Action Challenge." Each category is thoughtfully designed to showcase the diverse skills needed to uphold Hino’s commitment to Total Support, ensuring the highest standards of customer satisfaction, operational efficiency, and innovative problem-solving.
Sales Consultant Category: Participants will explain the unique selling points of Hino vehicles, showcasing their ability to deliver compelling messages that inspire customer confidence.
Service Advisor Category: Participants will be addressing customer concerns about vehicle issues. Their evaluation is based on how clearly and confidently they explain technical problems to customers while demonstrating empathy and excellent communication skills.
Service Technician Category: Participants will work on diagnosing and resolving issues with Light Commercial Vehicles (LCVs). This practical simulation tests their troubleshooting skills and ability to perform accurate and efficient repairs, focusing on real-world maintenance challenges.
Parts Category: Practical activities include inventory management and using Hino’s HIECHO-X system to ensure efficiency in customer service.
Customer Success Operation (CSO) Category: Participants will resolve customer complaints through role plays, demonstrating empathy and communication skills.
Kaizen in Action Challenge: Dealers will present videos highlighting their improvement initiatives and achievements from January to November 2024. The goal is to inspire collaboration and elevate operational standards across the network.
The newly introduced "Kaizen in Action" Challenge celebrates the dedication of Hino dealers and their staff by showcasing innovative improvement initiatives through self-produced videos. Aligned with the "Best in Town" theme, this category highlights the implementation of Kaizen, a philosophy of continuous improvement, to foster operational excellence and share best practices. By encouraging participation from all dealership staff, the challenge promotes inclusivity, collaboration, and knowledge-sharing, inspiring dealers to push boundaries, innovate, and strengthen Hino's vision of unity and excellence.
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