After the hiccups in the last couple of years, Hino Motors Sales (Malaysia) Sdn Bhd has brought back the Hino Total Support Contest. Held last weekend at its headquarters in Petaling Jaya, this is the 8th edition of the Japanese truck brand’s Total Support skills and knowledge contest.
The 8th Hino Total Support Contest saw as many as 158 contestants from 26 Hino authorised dealers from across Malaysia vying for top honours. The purpose of the contest goes beyond competition, to further enhance the skills and knowledge of technicians and sales personnel. The participants in the categories of Sales, Services, Spare Parts, and Customer Service Operation were tested on their theoretical and practical knowledge.
These 4 categories are meant to emphasise Hino’s mission ‘to be Malaysia’s most customer-centric and reliable commercial vehicles company’ by providing customers with the ‘best-fit products and total support’.
Contestants in the Sales category are evaluated based on their skill to promote and recommend the best product that matches the customers business requirements. Contestants are also required to explain the Hino Total Support concept which includes maintenance contracts, Free Service Programme, Hino Connect, Hino EZ Care, membership programme as well as selling skills and knowledge of Malaysian rules and regulations for road transportation.
The Service category is another important category as it affects customer satisfaction with the product. Contestants in this category are required to complete technical tasks to a high and satisfactory level. The technicians are evaluated on their knowledge and skill in vehicle maintenance, troubleshooting with the Hino DXII diagnostic tool, mechanical problem solving, as well as the advance skill of programming fuel injectors, system data protection and trouble code reading and rectification.
The service advisors are also evaluated on the identification of customer’s problem, handling of complaints, recommendation of correct service and parts, as well as follow-ups.
Meanwhile, in the Parts category, the evaluation is on the contestants’ ability in identifying genuine Hino parts from non-authorised parts. Contestants are also tested on their expertise in using the electronic parts catalogue to accurately determine the correct part for a vehicle. Other skills tested include knowledge of warehouse safety SOP and storage techniques and procedures.
The Customer Success Operation (CSO) is a new concept in Hino which aims to connect the brand better with the customer. CSO is tasked with easing the ownership experience for the customer and increasing satisfaction. In this category, scenarios are given to the contestants to test their knowledge on the membership programme, Hino EZ Care, Hino Connect as well as the Free Service Programme.
The top 3 winners in each category receive recognition and cash incentives, while the overall dealer champion will bring back the Challenge trophy, cash incentives, as well as earn a trip to Japan which includes a visit to Hino Motors Ltd.