Practicing the "new normal," the event was held virtually and witnessed the participation of 60 finale contestants from 10 companies of Hino Authorised Dealer, nationwide.
HMSM took the initiative through the contest to adopting information and communication technologies to enhance the services.
HMSM managing director Atsushi Uchiyama said the company and its stakeholders were now moving towards the new normal practices where technology in online or virtual platform would be common in keeping in touch with customers.
“We can never be left behind and thus, today’s theme is ‘Transforming Virtual & Digital Technology to Enhance Hino Business & Dealer’s Skill’, where we aim to level-up our Dealer’s skill to face global challenges with the passion of our customer-centric value,” he said.
The one-day competition gave away prizes for Champion, first Runner-up, and second Runner-up for each category, Sales, Services, and Parts.
The contest challenged the skills of all the contestants in working their way toward bringing back the Challenge Trophy and cash incentive of RM3,000, grand prize.
Under the Sales Category, the contestants will be evaluated based on their skill of handing-over purchased vehicle to the customer.
The contestants were given three weeks period to prepare a role-playing video of vehicle handover procedures and range between 13-15 minutes.
The video was evaluated based on how the contestants presented the procedure that involved the explanation of Hino Total Support to customers which include 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, also explaining on the rules and regulations of road transport in Malaysia.
Contestants under the service category are required to complete the technical task to fulfil customer’s requests and satisfaction as the integrity of Hino is closely related to its service level.
HMSM always practice ‘Genchi-Genbutsu’ which means ‘Go and see the site, then think there’, which drives HMSM forward and achieves its customer-centric value.
Despite the limitation barrier on face-to-face consultation with customers, HMSM found alternative way to deliver the spirit of “Genchi-Genbutsu” by engaging virtual communication medium such as Microsoft Team, Webinar, Zoom Application among others.
Meanwhile, contestants under Service Advisor category were required to execute a role play to serve the customer via video communication platforms such as Microsoft Team.
The evaluation was also tallied on communication and interpersonal skill of how contestants identify the problem faced by the customer, handling complaints, recommending the right services and parts, following-up call for next service, and advising the customer on vehicle care and maintenance.
Under Parts Category, HMSM designed a test for the contestants based on their knowledge to identify and comparing between Hino Genuine Parts and forged parts in the market.
All contestants are required to complete the test via online assessment that evaluates 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.
