Volkswagen Retail Qualification World Championship – a way for Volkswagen Dealers to Improve After-sales Standards
Kuala Lumpur, 26 February 2019 – 27 participants, representing their respective Volkswagen dealerships, made it to the National Finals of the 2018/2019 Volkswagen Retail Qualification World Championship (RQWC) which was recently hosted at the Volkswagen Training Academy in Glenmarie.
Volkswagen RQWC is a global assessment consisting of a series of online tests, theoretical and practical assessments, and exams. This assessment is open to all dealer staff, particularly service advisors, master technicians and parts service advisors. The assessment was created and tailored with the mission to strengthen the dealer networks, improve quality and customer satisfaction, as well as provide insights on global standards and practices.
At the preliminary rounds last year, a total of 311 participants from the Volkswagen network in Malaysia took part in the online test, of which only a total of 27 top performers were chosen to compete in the National Finals. The final 27 participants consist of 10 service advisors, 10 parts advisors and 7 master technicians.
The 2018/2019 National Finals was broken down into several modules for the respective categories over three days. Service advisors were tested on soft skills, dialogue reception and after-sales systems, while parts advisors were tested on role-play scenarios, after-sales systems and also underwent a written exam. The master technicians were tested on dialogue reception, diagnostic competency, technical professional competency and systematic methodology.
The champions of the RQWC National Finals are Mr Lu Weng Jen from MHV Autohaus (Volkswagen Gombak) in the Service Advisor Category; Mr John Leow Zhi Kuan MHV Autohaus (Volkswagen Gombak) in the Parts Services Category; and Mr Yeoh Chun Ping from Goh Brother Motors (Volkswagen Juru) in the Master Technician category.
Erik Winter, Managing Director of VPCM said that participation in global assessments are a way to continuously ensure excellence in local standards. “It goes without saying that our customers are our top priority – and this is but one of the major initiatives we are taking to uphold our Volkswagen Cares philosophy to provide value-added, quality products and more importantly, exceptional service to our customers across our network.“
The syllabus for the RQWC National Finals are provided by Volkswagen AG, while execution and evaluation were conducted locally by a panel of judges from Volkswagen Passenger Cars Malaysia (VPCM).