Isuzu Trucks, claims it has doubled down on ensuring its customers get the right advice when it comes to parts, revealing it recently staged what it describes as an “all-encompassing training event” for dealer representatives.
The company says the training was developed for frontline after sales staff, and aimed at those who are what it says are “the first port of call for customers with a parts query”.
The company says that just like new truck sales training, it believes that this is especially important with Isuzu’s new MY25 model range now hitting dealerships across its network across the country.
Isuzu said that its Foundation Parts Training event was held over two separate three-day programs, with a focus on new and outgoing models, as well older heritage trucks that date back as far as the early 1970s.
Isuzu said that ensuring deep parts knowledge is critical, and that as a company it lays claim to more than 100,000 vehicles it has delivered over the last 10 years around Australia.
The company said that this equates to 35,000 lines of parts in stock at its Melbourne-based national parts distribution centre.
The company claims the immersive training 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.
“Yes, this was a training event, but it is so important for our dealerships’ parts interpreters to get an understanding of Isuzu Australia’s operation first-hand,” said Joel Gledhill, Isuzu’s national parts sales manager.
“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. We are committed to ensuring that parts staff at our dealerships are thoroughly informed about all aspects of Isuzu.” Gledhill added.
“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 genuine parts, Original Equipment Manufacturer (OEM) approved parts, and best value parts, as well as both electronic and paper-based catalogues.
The company said that it also provided an overview of basic operation of the major systems and components in Isuzu Trucks.
Ballarat Isuzu’s Steve Oswald, was one attendee, who has transitioned from a mechanical role into parts problem solving and sales, s and he described the experience as 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.
“The skillset for these jobs is not all the same. 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.”
Isuzu said that the 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.
“Searching the web can only provide so much of what a customer needs,” said Gledhill.
“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.
“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.”
The company said that part of the multi-day session was a tour of new model trucks and prototypes in Isuzu’s product development centre, as well as the home of Isuzu Power Solutions, which offers off-highway engines and power units for a range of applications.
It said that the group also moved through the 15,000 square metre national parts distribution centre, which it says ships 16,000 items per day across the brand’s massive network, equating to 70,000 consignments per year, weighing roughly 7.5 million kilograms.
Oswald was impressed with the operation and the range of people he can call-on.
“It’s incredible; the size and scope of the parts distribution and how what I order is picked and sent,” he said.
“For any question on any matter, there is an Isuzu person, or team of people, that can assist me.
“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.
“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,” he concluded.
