Hino Malaysia recently organised its Total Support contest for the sixth year for its dealership staff at the Hino Motors Sales (Malaysia) Sdn Bhd headquarters in Petaling Jaya, Selangor. The Total Support contest is Hino’s initiative to foster and encourage skill and knowledge development at the dealership level in order to enhance customer service and technical expertise.
The Total Support contest is also a way for the dealers to benchmark and gauge the quality of their employees in sales and aftersales, and work on improving aspects that are lacking. All Total Support contestants are required to undergo an intensive training session to brush up on their knowledge two weeks before the contest.
In the contest, the contestants are tested on theoretical and practical applications in three categories i.e. Sales, Service and Spare Parts. Besides testing their knowledge and skills, the Total Support contest aims to boost their drive for improvement and accomplishment.
In the Sales category, the contestants are evaluated on their skills to fulfill a customer’s requirements according to Hino standards. The contestants are also tested on the depth of their product and services knowledge such as the automated-manual transmission technology, maintenance contracts, Free Parts Programme as well as rules and regulations of the Road Transport Act of Malaysia.
For the Service category, the contestants are required to complete technical tasks in accordance to Hino standards. The contestants in the Service Advisor category are evaluated on their skill and knowledge of vehicle maintenance, mechanical troubleshooting, use of Hino Diagnostic eXplorer DX2, programming of fuel injectors, system protection data, trouble code reading and rectification.
The Senior Service Technicians on the other hand, are also required to identify problems, handle complaints and recommend to customers the appropriate services and parts, as well as advising on vehicle care and maintenance.
In the Parts category, the contest includes evaluation on the knowledge to identify the differences between Hino genuine parts and forged parts. The contestants are also tested on their expertise on using the Electronic Parts Catalogue for speedy and accurate determination of the proper parts required by the customer. Additionally, knowledge of warehouse safety and operations as well as proper packing and delivery procedures are also tested.
This year, a total of 130 contestants from 36 Hino authorised dealers took part to vie for the top spot in the three categories. The grand prize winner gets to go back with the title ‘3S Champion’ and the Challenge trophy as well as cash incentives. Further, all the champions will get a chance to visit Hino Motors Limited in Japan next year.