Isuzu Trucks is ensuring its dealers’ aftersales staff provide optimal customer advice, convening an intensive training event for dealer representatives.
The training, hosted by Isuzu Foundation Parts Training, was aimed at frontline customer service staff who are the first port of call for customers with parts queries.
The event was held over two separate three-day events, with a focus on new and outgoing models, including Isuzu’s new MY25 models, as well older heritage vehicles that date back as far as the early 1970s.
The immersive event not only included classroom sessions but also took attendees through Isuzu’s extensive head office facility that includes dedicated engineering, technical, product, support, operations and distribution departments.
Isuzu sees parts knowledge as crucial to its operations, with it estimating that it has delivered more than 100,000 vehicles delivered in the last 10 years across Australia.
That figure equates to 35,000 lines of parts in stock at Isuzu’s Melbourne-based National Parts Distribution Centre.
Isuzu Australia Limited’s (IAL) National Parts Sales Manager, Joel Gledhill, said the training was valuable for dealerships’ parts representatives to gain a first-hand understanding of the company’s operation.
“The Isuzu customer doesn’t just form relationships at the sales end of the dealership, but also through ongoing engagement with our service and parts departments,” Gledhill said.
“We are committed to ensuring that parts staff at our dealerships are thoroughly informed about all aspects of Isuzu.
“We want to not just open the eyes of the parts interpreters; we want them to fully understand what sets Isuzu apart from the competition.”
The training covered key areas including Isuzu Australia’s genuine parts, OEM approved parts, and best value parts (BVP), electronic and paper-based catalogues and an overview of basic operation of the major systems and components in Isuzu Trucks.
One training attendee, Steve Oswald from Ballarat Isuzu, said the event was eye-opening.
“I understand the mechanical side or trucks, but the systems involved in identifying and ordering the right parts for customers is new to me, but very exciting,” said Oswald.
“What I’ve quickly learned is I’m not just selling parts, I am providing a solution and that’s a combination of experience on the tools as well as making the best use of the Isuzu’s systems.
“During the training I’ve learnt a lot from the team at Isuzu and working with other parts people within the dealer network.
“Bringing us together as a group really helps develop other skills, including how best to work with a range of customers from different applications, with different demands and needs.”
Oswald said the training equipped him with additional knowledge and skills. “I can now go back to the dealership in Ballarat, not just armed with greater knowledge but also the confidence that the products we specify and sell are some of the best in the market,” he said.
“Importantly for the customer, they know that their interests in keeping business moving are top of mind for not only myself, but from the dealership and the manufacturer as well.”
Training included the use of on-line tools and databases and as well as a focus on customer interaction, all critical components an Isuzu Parts Interpreter requires within a busy dealership.
“You can have a customer that knows what they want to achieve, but be a little uncertain around what parts they require to complete the job,” said Joel Gledhill.
“The Parts Interpreter really works with the customer to provide recommendations on what they should be looking for.
“Person to person contact ends up being far quicker and certainly ensures an ongoing relationship with the customer.”
A feature of the multi-day training was a tour of new model trucks and prototypes in Isuzu’s Product Development Centre (PDC) as well as the Isuzu Power Solutions (IPS) centre, which offers off-highway engines and power units for a wide range of applications.
Attendees also toured the 15,000 square metre National Parts Distribution Centre, that ships 16,000 items per day (70,000 consignments per year/7.5 million kg) to the Isuzu network.
Read more about Isuzu Trucks’ after-sales support initiatives.
