Hino Motors Sales (Malaysia) Sdn Bhd (HMSM) recently organized this year’s round of its annual Hino ‘Total Support Contest’ (TS Contest) for its dealers, for the seventh consecutive year.
Held in an effort to recognise and reward dealers who are on top of their game, the contest was divided into 3 categories – Sales, Services, and Parts.
Under the Sales Category, the contestants were evaluated based on their skills in handing-over a purchased vehicle to the customer.
The contestants were given three weeks to prepare a role-playing video of vehicle handover procedures ranging between 13-15 minutes, which was evaluated based on how the contestants presented the procedure that involved the explanation of Hino Total Support to customers.
The services which the dealers were required to explain about included the Hino Authorised Dealer network, nationwide, Hino Breakdown Assistance, Hino Connect Installation, Hino Total Support Customer Center (HTSCC) Training Programmes, Hino Warranty Terms, Hino Services Programmes, as well as the rules and regulations of road transport in Malaysia.
Contestants under Service Advisor category were required to execute a role play to serve the customer via video communication platforms such as Microsoft Team. They were also evaluated based on their skill and knowledge of vehicle maintenance, mechanical parts solving, and utilizing the Electrical Trouble Shooting by using Hino Diagnosis Tools Explorer (DX II).
The contestants were also required to present Engine System Test which includes Fuel Leak Test and Air Intake Test, while for Fault Code Diagnosis, the contestants are required to diagnose and rectify the problem by using web-manual Global Service Portal Site (GSPS) diagnosis work flow.
Last but not least, the Parts category required dealers to identify and compare between Hino Genuine Parts and forged parts in the market. All the contestants needed to complete an online assessment that evaluated their skill of using Electronic Parts Catalogues (EPC), to improve the management of technical documentation, spare parts services and after-sales, and accuracy in determining correct parts to the right vehicle based on their model and chassis number.
That being said, the winners are:
- Champion – Lu & Sons Engineering Sdn Bhd, Sarawak
- 1 st Runner-up – Edaran Riz Sdn Bhd, Pahang
- 2 nd Runner-up – Soon Seng Enterprise (1988) Sdn Bhd, Kelantan