The 10th Hino CS contest was successfully held at Hino Motors Vietnam on 23rd, 24th Nov and participated by 77 contestants from 13 teams from all Hino authorized dealers throughout the country. Joining the contest were distinguished guests from Hino Motors Asia, Sumitomo Corporation and a number of Hino dealers’ leaders who came to encourage the contestants.
Customer’s demand is changing day by day. Customer service is playing a more and more significant role in Hino system business activities. As a result, Hino Motors Vietnam and the dealers are reaching an important milestone, that is: we try to not only meet customer’s demand, but also make effort to provide services beyond customer’s expectation.
With the slogan of “Beyond customer’s expectation”, the 10th Hino CS contest came back after 3 years discontinuance, marking a major change in organization and scoring method.
Mr. Yasuhiko Yoshida, Director of Sales & Corporate planning function of Hino Motors Vietnam waved the flag to start the contest.
Sales contest included 22 salesmen from 11 Hino dealers who completed in theory test and practical test. The theory test reflected contestant’s total knowledge of Hino products, warranty policies, financial policies and Hino insurance program. In practical test, the contestants took part in hypothetical situation where they had to convince demanding customers to buy their product. The practical test included 2 contents: Negotiation and agreement and Hino product introduction.
The practical test: Negotiation and agreement
The practical test: Negotiation and agreement
The practical test: Hino product introduction
In Service division, after the theory test requesting high concentration and wide knowledge of Hino after sales services, the contestants entered practical tests of service advisors, technicians, part staff and customer relationship (CR) staff.
The dramatic change in the 10th Hino CS contest is teamwork contest. The test was developed based on total customer service daily activities at Hino dealers, including different steps: taking customer’s service booking, receiving customers, creating service order, part preparation, conducting repair, control service quality, vehicle delivery and post 72hour contact. The complete procedure connected CR staff – service advisor – part officer and technician to strengthen teamwork and improve customer service quality.
All contestants underwent different hypothetical situations, met difficult customers and challenged grueling vehicle failures created by the organization board. Nevertheless, they demonstrated their professional working style, great skill and flexible response to disparately tough situations.
Service bay was designed in accordance to a teamwork process
Technician practical test
Part officer practical test
Service advisor practical test
Happiness of 1st reward team
After 2 days of thrilling and exciting contest, the best contestants and teams were chosen. During rewards were being announced, tear of happiness was shed by winners, meanwhile, losers tried to hide their sadness.
The 10th Hino CS contest created a good chance for dealers all over the country to meet, exchange experience and reveal their knowledge and talent which have been gained during their daily work. We believe that the contest will drive a motive force and enthusiasm to all participants for more effort to improve service quality and customer’s satisfaction.
RESULT OF THE 10TH HINO CS CONTEST
Below are some other photos of the contest:
The contest gathered 13 teams from all Hino authorized dealers
The parade started the contest.
Mr. Yoshio Osaka, General Director of Hino Motors Vietnam made an opening speech.
Sake Barrel Breaking – a Japanese tradition – at the rewarding ceremony.
Victory happiness
Awarding top 3 salesmen.
Awarding top 3 part officers.
Awarding top 3 service advisors.
Awarding top 3 technicians.
Awarding top 3 Cds
The contest created a good chance for all Hino dealers to meet, exchange experience and learn knowledge.
