NEWS FROM HYUNDAI SALES TRAINING ISSUE 208: DECEMBER 2016

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Over the last several years, hybrids, plug-in hybrids and electric vehicles have made dramatic gains in popularity with new car buyers—but there’s never been a vehicle that offered customers a choice of all three electrified powertrains. Until now. Until Hyundai.

The all-new Hyundai Ioniq is the world’s first vehicle to offer three electrified powertrain options. The Ioniq Hybrid will soon begin arriving at your dealership, with the Ioniq Electric to follow in states with zero-emissions vehicle (ZEV) credits (California, Connecticut, Maine, Maryland, Massachusetts, New Jersey, New York, Oregon, Rhode Island and Vermont). The Ioniq Plug-in Hybrid will launch in those 10 states in the second half of 2017.

In this article, you’ll learn the key selling points of the first two Ioniq models to reach U.S. showrooms—Ioniq Hybrid and Ioniq Electric.

ION + IQ = IONIQ

The name Ioniq is derived from the word “ion,” an electrically charged atom, and the letters “iq” from the word “unique” (although you could make the case that “IQ” represents what a smart buy the Ioniq is). And it truly is unique:

Hyundai’s first dedicated “green” vehicle

Targeted to have class-leading fuel economy

Industry-leading 0.24 coefficient of drag

Six-speed EcoShift® dual-clutch transmission (DCT)

Multi-link rear suspension on Ioniq Hybrid

Lifetime battery warranty

YES Essentials® cloth seating surfaces

Clari-FiTM Music Restoration Technology

Available driver-assist features such as Automatic Emergency Braking, Lane Departure Warning, Blind Spot Detection and Smart Cruise Control

Ioniq Hybrid will be available in three trim levels—Blue, SEL and Limited—while Ioniq Electric will come in two: Electric and Limited.

POWER IT ON

Ioniq Hybrid features a new Kappa 1.6-liter direct-injected Atkinson-cycle 4-cylinder engine delivering 104 hp and 109 lb.-ft. of torque.

Specifically tailored for hybrid applications, this engine is combined with a smooth-shifting 6-speed dual-clutch transmission—differentiating Ioniq from its key competitors’ continuously variable transmissions by way of a more dynamic and engaging driving experience

The Ioniq Hybrid’s electric motor delivers 32 kW (43 hp) with 125 lb.-ft. of torque

1.56 kWh capacity lithium-ion polymer battery efficiently positioned under the rear passenger seats

Total system output of 139 hp while providing low emissions, outstanding efficiency and range

Ioniq Electric offers pure electric mobility with a 28 kWh lithium-ion polymer battery for an estimated driving range of 124 miles.

The electric motor has an estimated maximum output of 88 kW (120 horsepower) and 215 lb.-ft. of torque through a single-speed reduction gear transmission

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Introducing Ioniq: Newest World’s First from HyundaiCOVER STORY

NEWS FROM HYUNDAI SALES TRAINING DECEMBER 2016

PRODUCT NEWS

Amazon Alexa Offers New Blue Link SkillRuling machines by voice commands was once the stuff of science fiction. Well, it’s no longer a fantasy, because Hyundai is the first mainstream automaker to connect cars with homes using Amazon Echo and its new Blue Link skill for Amazon Alexa.

Owners can now request assistance with various vehicle functions from the comfort of their homes using voice commands. The new Blue Link skill for Alexa is available across Alexa-enabled devices and allows owners to remotely:

Start and stop charging of the Ioniq Electric and Sonata Plug-in Hybrid

Start engine with climate control, lock or unlock doors, and operate horn and lights on all Hyundai models equipped with Next Generation Blue Link

Click here to see the Blue Link skill for Alexa in action.

To send commands via Alexa, users must enable the Blue Link skill in their Alexa app—available on iOS, Android and Fire tablets—and then link their existing Blue Link account. Voice commands will be sent only after Alexa prompts owners for their Blue Link PIN. Then, at home, a Hyundai owner can experience interactions such as these:

Owner: “Alexa, ask Blue Link to start charging my Ioniq.”

Alexa: “Request for remote charging your Ioniq has been sent.”

Owner: “Alexa, ask Blue Link to lock my Santa Fe.”

Alexa: “Request for remote locking your Santa Fe has been sent.”

“Our customers want more ways to interact with their vehicles, especially when they’re hustling to get out the door,” said Barry Ratzlaff, executive director, digital business planning and connected operations, Hyundai Motor America. “Allowing consumers to send commands to their car is just the beginning.”

Power It On [continued from page 1]

The Ioniq Electric achieves an estimated 125 MPGe rating

Advanced Battery Technology: Hyundai uses a lithium-ion polymer battery pack for all Ioniq models, which is 20% lighter than non-polymer lithium-ion batteries and can be shaped more optimally to the interior than standard cell format batteries. In Ioniq Hybrid, the battery is located underneath the rear seats, allowing for a total interior volume of 122.7 cubic feet—more than Toyota Prius. Ioniq Electric, with its larger battery, offers a generous total interior volume of 119.2 cubic feet.

Quick Charging: The Ioniq Electric’s lithium-ion polymer battery achieves up to an 80% charge in about 20 minutes using a Level 3 DC fast-charger. An integrated In-Cable Control Box (ICCB) also allows drivers to charge their Ioniq at a standard household electric socket.

ADDITIONAL FEATURES

There’s much more to Ioniq than just sophisticated, efficient powertrains.

Innovative use of recycled or ecologically sensitive materials—interior door covers, for example, are made of plastic combined with powdered wood and volcanic stone to provide the same quality appearance of typical plastic-based materials with less reliance on oil-based products. Paint with renewable ingredients extracted from soybean oil is used to achieve lustrous metallic colors on key components.

Ioniq is equipped with a high-definition 7-inch TFT information cluster; depending on the selected drive mode, background color and gauges are adapted to always provide the most important and useful information.

— In Sport mode, the display changes into a revolving digital speedometer that is surrounded by an analog-type tachometer, showing engine rpm in red

— In ECO mode, the information cluster simulates the classic speedometer needle

Ioniq provides a wireless inductive charging pad (Qi standard) for mobile phones.

Ioniq Hybrid features a multi-link rear suspension system with dual lower control arms for enhanced ride and handling, while Ioniq Electric’s torsion-beam rear axle provides more space below the rear seats.

You can learn more about the revolutionary new Ioniq at www.HyundaiSalesTraining.com.

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IN THE NEWS

Four Dealers Nominated for Time Dealer of the Year Four Hyundai dealers are among the 49 new-car dealerships nationwide that have been nominated for the 2017 Time Dealer of the Year award. Congratulations to:

Tyler Corder, Findlay Automotive Group, Henderson, NV

James Falk, Jim Falk Automotive Group, Kahului, HI

Gary Knight, Carmack Car Capitol, Danville, IL

Tim Maguire, Maguire Automotive, Ithaca, NY

All of the nominees, finalists and the national Dealer of the Year will be celebrated at the formal opening of the 100th Annual National Automobile Dealers Association (NADA) Convention and Exposition in New Orleans on Jan. 27, 2017.

Now in its 49th year, the Time Dealer of the Year award is one of the automobile industry’s most prestigious and highly coveted honors. Recipients are among the nation’s most successful auto dealers. In addition to exhibiting exceptional performance in their dealerships, Dealer of the Year nominees perform heroic community service and are strong advocates for improving the world around them.

Central Region Walkaround WinnersOn November 15, HMA’s Central Region held an Elantra walkaround competition at the Hyundai Motor Manufacturing Alabama plant in Montgomery. It was a hard-fought contest—but three sales associates rose to the top. The winners:

First place: Rora Aridi, Ann Arbor Hyundai, Ann Arbor, MI

Second place: Nickolai Podvin, Inver Grove Hyundai, Inver Grove Heights, MN

Third place: Nick Vaidean, Classic Hyundai, Mentor, OH

Contestants competed at the dealership level, and then had to win the district finals before advancing to the regional championship. The regional event was conducted in the HMMA facility, where plant management and regional personnel judged the contest.

Best November Ever!Thank you for all your hard work—it paid off—as you raised the bar to a new level, setting an all-time record for the month of November! Overall sales of 62,507 total Hyundai and Genesis units were 4% higher than last year.

“With gas prices remaining relatively low throughout the year and a rather robust economy, our Tucson and Santa Fe CUVs continue to be the shining stars in the Hyundai lineup,” said Derrick Hatami, vice president of national sales for Hyundai Motor America.

Here are the November sales highlights:

Santa Fe Sport & Santa Fe—10,786 units, up 18%

Tucson—7,616 units, up 10%

Accent—6,909 units, up 37%

Veloster—3,721 units, up 68%

Now it’s time to close out the year—and do it in grand fashion! Keep the pressure on and your sales up, as you are on target to make 2016 another record-breaking year!

November 2016 Certified Pre-Owned Sales for the month of November were 7,310 units. Year-to-date, 772 Hyundai dealers have sold 88,788 CPO units, a gain of 9.6% versus the same period in 2015.

HYUNDAI PROTECTION PLAN

Warehouse Windfall WinnersSpecial congratulations to the three dealers who topped their volume tiers in this year’s Hyundai Protection Plan Warehouse Windfall contest:

Hyundai of Silsbee, Silsbee, TX

Baytown Hyundai, Baytown, TX

Henderson Hyundai Superstore, Henderson, NV

They were among 36 Hyundai dealers who earned the right to run through a 20,000-square-foot warehouse accumulating as much merchandise as they could in 60 seconds. Winners were selected on the basis of new Vehicle Service Contract volume, new VSC penetration, and total HPP product penetration. By the way, those top three dealers got an additional 15 seconds to run through the warehouse! It pays to perform!

You can find detailed event coverage at hmfdealeraccess.com. HPP also wants to remind you that the enhanced HPP Bonus Cash program, which gives participating dealers the opportunity to start earning sooner on select HPP products, continues through January 3, 2017. See the program bulletin on hmfdealeraccess.com for details.

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NEWS FROM HYUNDAI SALES TRAINING DECEMBER 2016

NEWS FROM HYUNDAI SALES TRAINING DECEMBER 2016

All-New Resource Site LaunchesWhat online resource sites do you use to get Hyundai information? HyundaiSalesTraining.com? HyundaiProductInformation.com? SPI1986.com? Well, we have great news for you—the all-new HyundaiSalesTraining.com website has launched, and it combines the selling skills and training program tools from the former HyundaiSalesTraining.com site with the extensive product data previously found on HyundaiProductInformation.com. Now you have a single source for product information, competitive comparisons, best sales practices, Hyundai resources and more.

Here’s everything you need to know to get started using this completely redesigned, comprehensive, user-friendly new tool.

Access is easy. Point your browser to HyundaiSalesTraining.com. No user name or password is required. The site is mobile-friendly as well—it’s easy to use whether you’re on a desktop, laptop, tablet or smartphone. All you need is an Internet connection.

You’ll find Search boxes at both the top and the bottom of the home page. Simply type in a phrase or keyword and you’ll get a complete list of site assets relating to your search term.

Also on the home page: Headlines. Tired of waiting for your monthly issue of The Sales Edge to get the latest Hyundai news? Now, late-breaking developments will be posted right on HyundaiSalesTraining.com. Select a headline to read the accompanying story.

At the bottom of the home page (and every page within the site), you’ll find Links to other Hyundai websites, including Hyundai.com; the HyundaiNews.com public relations site; Hyundai Hope On Wheels; the HyundaiUSA YouTube channel; the sites of Hyundai Motor Manufacturing Alabama and Hyundai America Technical Center; and many more.

The rest of the site is divided into four sections, each accessible from the top navigation bar or by selecting one of the icons below the Headlines section of the home page. We recommend that you take some time to explore each of them to become familiar with the extensive array of resources housed on the site.

SELLING SKILLS

Over 130 assets are currently housed within the Selling Skills section of the site—PDFs, Word documents, videos and more.

They’re divided into 12 categories:

Customer Experience Lead Response Greeting Needs Assessment Product Presentation Managing Resistance Test Drive Negotiation Leasing Owner Orientation Delivery Follow-up

Whether you’re a new sales consultant or a veteran who needs a refresher, you’ll be amazed at the wealth of best practices and useful tools to be found within the Selling Skills section.

PRODUCT INFORMATION

When you select Product Information from the home page, you’ll be taken to a landing page with icons of every model in the Hyundai line. Click or tap the one you want to explore to go to that vehicle’s dedicated section within the site. There, you’ll find tabs that allow you to view:

Highlights Trim Levels Features Comparison Support Materials

Scroll to the bottom of the Product Information landing page and you’ll see three more icons.

Technology Warranty Certified Pre-Owned

Selecting one of these will lead you to even more information and resources.

PUBLICATIONS

Here you’ll find back issues of The Sales Edge and Genesis Quarterly, along with links to product guides, the Putting Process Into Practice sales process guide, the Hyundai Automotive Picture Dictionary, consumer brochures and more. View them online, or download or even print them for your reference.

ABOUT HYUNDAI

Would you like to know more about the company whose products you represent? Then this section of HyundaiSalesTraining.com is for you. Detailed information about Hyundai, its history and its corporate social responsibility initiatives is all here.

Even more assets will be added to HyundaiSalesTraining.com in the coming weeks. So visit early, visit often, and be sure to bookmark the site—it is certain to become your most frequently used resource for increasing your knowledge and improving your selling skills.

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NEWS FROM HYUNDAI SALES TRAINING DECEMBER 2016

CONTESTS

First Place ($100): “What a great problem to have. To gain control of the situation, I would set all parties in our service lounge and introduce them to each other, explaining that all three families are joining the Hyundai family and that they all had great taste in SUVs, because all three chose a Tucson.

“After getting them comfortable with beverages and snacks, I would make sure that all three cars were parked in a line, front bumper to back bumper, and were completed to the customer’s specifications and to my satisfaction.

“Then I would recruit two experienced Hyundai reps, ask them for their help and explain my situation.

“The three of us would then go to the lounge where I would explain to all three families that at our dealership we value their business and want to make sure their experience is the best we can possibly produce. They each deserve a personal Hyundai specialist to deliver their car to them.

“I would take the family that had bought that day and introduce the other two families to their specialized representative. Then I would have us all walk out to the cars as one family.

“After the deliveries, I would personally follow up with each family before they left the car lot and then the following day to answer any questions.”

—Glenn Howell, Glenn Hyundai, Lexington, KY

Second Place ($75): ): “One time-saving option would be to introduce all of the new owners to each other and do a ‘group delivery’ where I review the owner’s manuals, maintenance log and warranty book together, since they all purchased the same vehicle.

“When it comes time to pair phones, review any trim-specific features or answer final questions, I would introduce two of the families to my peers who will help, and take the third out to the vehicle to do the same.

“As each family wrapped up, I would take a moment to confirm that they were satisfied, and thank them before they leave. This would provide them with another ‘familiar face,’ and would highlight two of Hyundai’s core values: being customer-driven and collaborative.

“Finally, I would thank everyone for their patience and hopefully have time to take a break when it’s all over!”

—Ryan Fox, Sansone’s Route 1 Hyundai, Avenel, NJ

Third Place ($50): “First, I would inform all parties involved that we are in a bit of a crunch with them all there at the same time, and apologize for any inconvenience. In my experience, people just want to be informed and reassured that people are working to take care of them.

“Once everyone involved has been spoken to, I would alert my managers to the situation so they can either help with the deliveries or get other salesmen to help out. I don’t know of any managers (worth their salt) that wouldn’t or shouldn’t break their necks to help out a salesman who sold three different cars.”

—Timothy L. Goodman, Van Hyundai, Carrollton, TX

Fourth Place ($25): “Ultimately, the customer’s time always comes first. Never make a customer wait for a delivery. This could hurt not only your survey but also your chances of repeat or referral business.

“As salesmen, we want to capitalize on every opportunity. We should never get rid of that mind-set. There are rare cases like this where you may have to share your revenue for a more promising future.

“I am very fortunate to have a strong team of product specialists that I trust to take care of my customers. If you have built a strong connection with your surrounding team, then they will be willing to help you out when you ask.”

—Vito Beato, Norm Reeves Hyundai Superstore, Cerritos, CA

WHAT WOULD YOU DO? #6BREAKING BAD NEWS

For November, we gave you something to be thankful for—you sold Tucsons to the Smiths, the Browns and the Johnsons—and a problem: they’ve all arrived to take delivery at the same time. We wondered how you’d perform what could be a tricky balancing act.

Many entries emphasized the importance of having good relationships with other team members at your dealership, so you could enlist their help—a wise idea indeed. But our favorites also involved introducing the customers to each other, reinforcing the idea that they’d all made a smart decision buying a Tucson from you. Read on for the winning jugglers.

WHAT WOULD YOU DO? #7

THE CASE OF THE MYSTERIOUS CUSTOMER

You’ve spent about 30 minutes with Jane Corelli, a retired teacher, and you can just tell from the questions she’s asked and the way she’s asked them that she’s one of those mystery shoppers who show up from time to time to evaluate your performance. Now she wants a test drive in a new Elantra. That would be fine if business were slow, but there are other customers on the lot, plus that promising prospect you met last Saturday said he might come in today about this time.

What would you do?

Click on this link to submit your answer. Responses will be judged by the Sales Edge editorial team on concern for the customer’s needs, practicality, uniqueness, professionalism and creativity.

The sales consultant submitting the winning response will receive $100 loaded to his or her STAR Rewards card; second prize is $75; third place earns $50; and fourth place will win $25.

You must be employed as a sales consultant at an authorized Hyundai dealership in the U.S. at the time your entry is selected to be eligible for prizes. Submission of a response implies consent for publication. Winning entries may be edited for length or clarity. All decisions are final.

Responses must be received on or before Friday, December 30, 2016. Winners of Challenge #7 will appear in the January 2017 issue.

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NEWS FROM HYUNDAI SALES TRAINING DECEMBER 2016

CONTESTS

November results: Congratulations to the winners of last month’s “Scavenger Hunt.”

CENTRAL REGION —Dustin Duncan, Ron Marhofer Hyundai, Cuyahoga Falls, OH

EASTERN REGION —Nicholas Mozier, McCafferty Hyundai, Langhorne, PA

SOUTHERN REGION —Edward Chu, AutoNation Hyundai Mall of Georgia, Buford, GA

SOUTH CENTRAL —Maxanna Borden, Freeman Hyundai, Irving, TX

WESTERN REGION —Vito Beato, Norm Reeves Hyundai Superstore, Cerritos, CA

SCAVENGER HUNT #6

SCAVENGER HUNT #7The object of this month’s special edition of the Sales Edge “Scavenger Hunt” is to familiarize you with the many resources available on the all-new HyundaiSalesTraining.com [see page 4 for details]. If you do well, you’ll have the chance to win a prize—and the knowledge you need to increase your Hyundai sales.

Once you’ve found the answers to the following five questions, click on the link at the bottom of the quiz to submit them. If you score 100%, your name will be entered in our monthly drawing. The first name we draw from each region will win $50 loaded to the winner’s STAR Rewards card.

The deadline for submission is Friday, December 30, 2016.

1. One of the best practices resources available in the Selling Skills section of HyundaiSalesTraining.com, found under Delivery, is called “Introduction to __________________.”

2. In the Product Information section of the site, select Elantra. Then select the Features tab. What is the part number for the 2017 Elantra’s available cargo net accessory?

3. What is the oldest edition of The Sales Edge (month and year) available in the Publications section of HyundaiSalesTraining.com?

4. According to the About Hyundai page, Hyundai Motor Company exports vehicles to how many countries worldwide?

5. To find the video “The Premium Touch—SME Roundtable,” first go to the Product Information section, scroll down to select Technology, and then click or tap on the topic __________________.

Click on this link to submit your answers. You must be employed as a sales consultant at an authorized Hyundai dealership in the U.S. at the time your entry is selected to be eligible for prizes. All decisions are final. Winners’ names will appear in next month’s issue of The Sales Edge.

TIPS FROM THE PROS

Three Tips in OneJohnathan Loughrie of Thomas Hyundai in Cumberland, Maryland, provides our Tip of the Month for December. He says:

“Last month’s winner [Daimein A. Solomon] said, ‘Sell the sizzle,’ and he couldn’t be more right. My tip: Find the hot button! Find out what is motivating this customer and sell them on those features. If they are concerned about

safety, then show them all the safety features! Remember, customers only care about 20 percent of the features on the car so find out what their hot button is.

“Bonus tips: Dress like a pro and come to work to work!”

Here are some additional worthy tips to ponder this month:

“Never ask your customer if they want to go on a test drive. Put them into the vehicle and drive.”

—Ronaldo Dixon, Freedom Hyundai, Morgantown, WV

“Remember to treat the unfortunate well. Whether they have good credit or less than perfect. Sometimes bad things happen to good people. And that, my friends, is the business we are in.”

—John Cook, Jim Hudson Hyundai, Columbia, SC

“If you don’t value your customer, you don’t value our company!”

—Diego Castro, Hyundai of Roseville, Roseville, CA

“Ask quality questions and listen to your customers. They will tell you what is most important and how to sell them. Treat them as you would your best friend.”

—Anwar Taylor, Rick Case Hyundai, Plantation, FL

“Investigate your customers’ daily driving habits to relate features and benefits to their daily lives. For example, if someone drives on dark highways you can talk about the blind spot detection feature.”

—Erik Garcia, World Hyundai Matteson, Matteson, IL

“Educate your customers that there is no better brand than Hyundai.”

—Jordan O’Connell, First Hyundai, North Attleboro, MA

Remember, every month’s top tip earns $50 on the winner’s STAR Rewards card. So if you have a tip you want to share, please send it to: thesalesedge@hyundaisalestraining.com

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