motor sports - Honda Malaysia

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Categories of Tech Challenge 2009 Competition
BODY & PAINT TECHNICIANS
The competition provides a platform for Body and Paint Repair
Technicians to exhibit their ability to meticulously refurbish a vehicle’s
body frame and paintwork until it appears as good as brand new.
BODY
• Consists of metal inert gas welding and panel repair with washer welding.
• Finalists are judged on performance, with emphasis on good hammering techniques
and accurate welding procedures. Health and safety protocols are to be followed.
PAINT
• Consists of mixing, feather edging and spraying.
• Finalists are judged on skillful spray techniques and aesthetic results,
with health and safety protocols to be maintained.
Body & Paint Technicians take extra care to ensure that the car's
exterior impresses as well as its engine under the hood.
SALES ADVISOR
The Quality Delivery System (QDS) contest consists of exercises in pre-delivery, delivery and post-delivery processes.
Designed to test a Sales Advisor's knowledge of QDS and customer interaction skills, not only will he or she be judged
according to presentation skills and manner of interaction with customers, but the Sales Advisor must also adhere to the
standard procedures according to the QDS flow when attending to customers and incorporate the necessary
interpersonal skills – all to ensure that a customer has the most enjoyable experience possible.
Every impression counts, that is why Sales Advisors conduct
one final vehicle inspection prior to the arrival of the customer.
PRE-DELIVERY PROCESS
• Test a Sales Advisor’s ability to troubleshoot and ensure that a vehicle is in proper
delivery condition.
• Proper inspection of the vehicle before it is delivered to the customer.
• Preparation of the necessary documents for the customer.
• Conduct a last inspection of the vehicle prior to the customer’s arrival.
DELIVERY PROCESS
• Provide a warm welcome to the customer.
• Explain all necessary documents to the customer.
• Check off all items on the Delivery Check Sheet with the customer.
• Demonstrate the basic features of the vehicle to the customer.
• Introduce the customer to the dealership’s sales and services managers.
POST-DELIVERY PROCESS
• Make a follow-up call to the customer.
• Answer all queries that the customer may have.
• Inform the customer if a subsequent meet-up is required for the
resolving of paperwork matters.
CUSTOMER RELATIONS EXECUTIVE
Through role-play activities and a written test, finalists are assessed on
their ability to accurately record customer requests during appointment
handling and follow-up calls after service or repair, while maintaining good
interpersonal skills at all times. A good system of
follow-up enables dealers
to collect much needed feedback.
ROLE PLAY PRACTICE
• Demonstrate proper SST techniques of serving customers during appointment handling
and follow-up calls after service or repair.
• Record all customer requests and responses using the worksheet provided.
• Maintain good interpersonal skills and a friendly disposition at all times.
WRITTEN TEST
• Determines a contestant’s level of understanding in SST.
An effective Customer Relations Executive remembers all customer
requests and makes follow-up calls to the customer.
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