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COVER STORY

2018 Elantra GT: Sport Sedan Meets CUV!What does “GT” mean to you? It stands for “Grand Touring” (or gran turismo, if you prefer a European flair). For you, GT can translate into “good times” because the all-new 2018 Elantra GT is a hot hatchback that delivers a unique mix of European style and sporty driving dynamics, combined with a spacious interior and advanced driver features, that make it appealing to customers shopping everything from a sport sedan to a small CUV.

TWO MODELS = TWICE THE FUN + TWICE THE SALES POTENTIALWhen the Elantra GT arrives this spring, your customers will have a choice, as there are now two models: the smooth-running 2.0-liter, 162-horsepower GT; and the more powerful and even more fun-to-drive GT Sport, which is a true hot hatch with its 1.6-liter turbo engine that delivers 201 peak horsepower and 195 pound-feet of torque and comes teamed with a six-speed manual or seven-speed EcoShift® dual-clutch transmission (DCT).Versatility has always been a strength of the Elantra GT, and this 2018 model continues that trend thanks to its clever ergonomics and spacious cargo area. With the rear seats folded, there’s 55.1

cubic feet of space—that’s 25.5% more than Ford Focus, 19.3% more than Honda Civic and 16.7% more than Chevy Cruze. With the rear seats up, there’s nearly 25 cubic feet of storage space behind the seats. Now you understand why the Elantra GT is truly a viable alternative to a CUV.

MORE FUN PER MILE One thing most CUVs do not offer—they’re not as much fun to drive as the Elantra GT. It features a stiff and strong body struc-ture, and the handling characteristics were refined on the Nürbur-gring Nordschleife in Germany. And if your customers opt for the GT Sport, the rear torsion-beam suspension is switched for a fully independent multi-link setup teamed with 18-in. alloy wheels and larger front and rear brake rotors.

CLASS-LEADING TECHNOLOGYThe 2018 Elantra GT is available with a wide range of features that were previously not available in this class (and are still not available on all its competitors), such as Blind Spot Detection with Rear Cross-traffic Alert, Automatic Emergency Braking with Pedestrian Detection, Lane Keep Assist and Smart Cruise Control with stop/start capability, High Beam Assist and Attention Assist—plus, all Elantra GT models have seven standard airbags, including a driver’s knee airbag.

Other highlights for the 2018 Elantra GT include:• Standard vertical LED daytime running lights• Standard 8-in. display audio with Apple® CarPlay™ and Android Auto™ integration• Available wireless smartphone charging• Available dual-zone climate control• Available high and low beam LED headlights• Remote starting with climate control • Blue Link® skill for Amazon Alexa The all-new 2018 Elantra GT —it’s not only Hyundai’s most versatile hatchback; it’s also designed to keep pace with the most active of lifestyles, making it the ideal vehicle for a wide range of your customers who are shopping sport sedans and CUVs.

Want to learn more about the Elantra GT? Be sure to view the “Hyundai LIVE!” webcast, available on HyundaiSalesTraining.com.

TELL US WHAT YOU THINK! We’d love to hear what you think about this and every issue of The Sales Edge. Click this link to shoot us an email with your feedback, suggestions or questions about the latest edition.

NEWS FROM HYUNDAI SALES TRAINING MARCH 2017

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SALES SATISFACTION SECRETS TO SUCCESS

Perfecting the Test DriveIt’s J.D. Power Sales Satisfaction Index season! Customers who register a new vehicle in April and May will be eligible to receive the SSI survey later this summer. So, beginning with this issue, we’ll be sharing best practices that will help Hyun-dai—and you—reach new heights on this important industry benchmark.

This month: Tips on perfecting the test drive.

• Treat Everyone as a Buyer and Offer Everyone the Opportunity to Test-Drive: Many times we believe the customer is just not ready to buy and let them go too soon, when they end up buying a car from someone else. When people shop Hyundai dealerships and leave to buy some- where else, roughly 20% of the time they buy a Hyundai, while 80% they are buying another brand. That is why offering everyone the opportunity to take a test drive is so important for Hyundai. This gives customers an opportunity to really feel our product—maybe for the first time.• Sales Consultant Drives First: This gives customers the opportunity to get comfortable before they take the wheel. • Safe and Scenic Switch Stop: Change drivers at a safe place that will show off the vehicle. The parking lot of a mirrored building is ideal. • Length of Test Drive: Customers may want to speed up the negotiation and delivery processes, but they appreciate a lengthy test drive. One industry expert suggests a 20-minute minimum plus an extra minute for every $2,000 in the vehicle’s MSRP above $20,000. It’s a great practice to ask the customer if they would like to go farther prior to turning back into the dealership.• Customize the Route: If possible, make sure the test drive route matches the type of driving your customer does regularly.

You can find more test drive tips in the Selling Skills section of HyundaiSalesTraining.com.

Did you know that the average front-end new vehicle gross profit for customers who are very satisfied with the sales process is a whopping 52 percent higher than the profit for customers who are dissatisfied?

That’s according to exhaustive studies from the J.D. Power Sales Satisfaction Index and the Power Information Network. The same sources also confirm that the more satisfied a customer is with their sales experience, the more likely they are to purchase the same brand from the same dealership when they’re ready for a new vehicle.

So it literally pays to know if your customers are satisfied or not, and why.

That’s why Hyundai is introducing the new Customer Experience Index (CXI), which will replace the Hyundai Purchase Index and Sales STAR Index, as the yardstick by which you are measured for STAR Certification and STAR Rewards.

For sales consultants, beginning with May sales payments, you will now be measured on your April rolling three-month CXI score (made up of five key questions) to qualify you for the Sales STAR program. You will no longer be measured on SSI score.

For sales managers, also beginning with May sales, you will be measured on your dealership’s rolling three-month CXI score (made up of five key questions); plus, in place of the 80% QRG requirement, you will instead be measured on a minimum email capture rate and minimum survey email response rate.

The questions were designed to focus the entire dealership’s team on key drivers impacting sales satisfaction and a welcome customer sales process:

• How well did your salesperson understand your vehicle needs? Not at all Partially Completely • My vehicle purchase experience was conducted in a timely manner. Strongly disagree Mostly disagree Neither agree nor disagree Mostly agree Strongly agree • Did the dealership provide vehicle pricing discussions that were straightforward and professional? Yes No

New Hyundai Customer Experience Index Survey: How It Will Affect You

• Did the dealer staff conduct a vehicle delivery that met your expectations (e.g., vehicle condition, explanation of features, controls and technology, and time and effort spent)? Did not meet my expectations at all Partially met my expectations Completely met my expectations

• Did the dealer’s staff contact you after your purchase to ensure that everything was satisfactory? Yes No

As with the previous survey, each question is equally weighted with a total 1,000 points possible. Each question has 200 possible points given for answers shown in bold and partial points (100) given for areas shown in italics above.

(Other requirements for certification and incentives, such as training, remain in place and are not affected by these changes.)

John Russell, former managing director of Harley-Davidson, once said, “The more you engage with customers, the clearer things become and the easier it is to determine what you should be doing.” The new Hyundai Customer Experience Index has been designed to make your customers’ perceptions clearer and your path to success easier to travel than ever before.

NEWS FROM HYUNDAI SALES TRAINING MARCH 2017

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$2,066 of Added Value in Every Hyundai CPO Vehicle

With the purchase of a Hyundai CPO vehicle, your customer receives the following suite of benefits valued at $2,066:

• Remainder of the 5-Year/60,000-Mile New Vehicle Limited Warranty• Reinstatement of the 10-Year/100,000-Mile CPO Powertrain Limited Warranty• Comprehensive 150-Point quality assurance inspection• CARFAX® Vehicle History ReportTM

• 10-Year/Unlimited Mile Roadside Assistance• Rental car and travel interruption reimbursement for covered repairs• 3 months of No-Charge SiriusXM® Satellite Radio “All-Access” Trial • The option to purchase a Hyundai Protection Plan (HPP) vehicle service contract at participating dealers

Please note: $2,066 represents the national value of benefits included in the purchase of a Hyundai CPO vehicle as compared to a non-certified used Hyundai. Since $2,066 represents an average for all Hyundai CPO vehicles sold nationally, individual value received may vary.

Certified pre-owned vehicles offer unique value to consumers, and demand has never been higher. Making these vehicles a bigger part of your overall strategy will help you improve profitability and dealer loyalty.

Here, according to a recent article that appeared at AutoRemarketing.com, are the top six reasons to boost your CPO efforts in 2017:

CPO BUILDS CONSUMER TRUSTConsumers know that when they choose CPO, they’re choos-ing a vehicle held to a much higher standard than a typical used vehicle. CPO vehicles are inspected and repaired until they’re brought up to like-new condition. By completing and document-ing repairs, you can dramatically improve a customer’s percep-tion of your dealership.

CPO PROVIDES PEACE OF MINDAccording to a recent Autotrader consumer survey, 82 percent of used-vehicle shoppers felt favorable about CPO. The reason? Today’s shoppers are risk-averse. They don’t want to purchase a vehicle they can’t rely on. Choosing a CPO vehicle helps con-sumers avoid that risk. No surprise, then, that 64 percent of CPO consumers list “peace of mind” among their top deciding factors. What might surprise you, though, is that shoppers are willing to pay a sizable premium for that peace of mind: $2,714 more per vehicle, to be exact!

CPO ENSURES FINANCIAL SECURITYAlthough no one wants to think about the worst-case scenario with their vehicles, today’s consumers could be one catastrophic incident away from financial hardship. According to a recent survey from Bankrate.com, 63 percent of Americans don’t have enough savings to pay for a $500 or $1,000 emergency—like a car failure. Consumers are looking for ways to stay financially secure in case of an emergency. And CPO vehicles’ extended service coverage delivers that security—a major selling point.

CPO DIRECTLY AFFECTS CONSUMER LOYALTYCox Automotive’s 2016 CPO Study reports that 93 percent of CPO consumers were very or extremely satisfied with their vehicle. And that level of satisfaction translated into increased loyalty. Seventy-eight percent were likely to repurchase from the same brand, and 69 percent were likely to repurchase from the same dealership. CPO vehicles won’t just help you close the sale today — they’ll help you earn repeat sales tomorrow too.

CPO WARRANTIES ARE DIFFERENCE-MAKERSOne of the biggest differentiators of CPO vehicles is the warranty. CPO warranties give consumers peace of mind that a repair facility or licensed mechanic has inspected the vehicle and brought it up to Hyundai standards. That’s why, after make and model, the warranty is the most important feature for today’s consumers. Fifty-seven percent of used-vehicle shop-pers end up choosing a CPO vehicle because of its warranty. So use this key differentiator to your full advantage!

CPO IS WHERE YOUR CONSUMERS AREThe CPO market is big, and it’s getting bigger every day. It’s estimated that three million consumers are currently interested in certified pre-owned vehicles. And with more vehicles coming off-lease in the coming years, the CPO market could be as large as 5.2 million consumers by 2020. That’s 5.2 million reasons CPO should be a cornerstone of your dealership’s strategy.

These are just the top six reasons to promote Hyundai Certified Pre-Owned vehicles. We bet you can think of even more. And if you can’t—click on this link to read the entire story from AutoRemarketing.com.

Six Great Reasons to Sell Certified Pre-Owned

NEWS FROM HYUNDAI SALES TRAINING MARCH 2017

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Hyundai Achieves Industry-Leading Improvement in Vehicle Dependability

It’s well known that Hyundai has been one of the top nameplates in initial quality for several years now. Today’s customers demand long-term reliability as well—and that’s why it’s big news that Hyundai rose to sixth overall in the 2017 J.D. Power Vehicle Dependability Study (VDS), moving up 13 rank positions, for the brand’s best ranking ever.

The Vehicle Dependability Study measures the number of problems per 100 vehicles of three-year-old

vehicles. For the 2017 study, the number of problems per 100 for Hyundai vehicles declined by 25 points, a 16 percent improvement. By comparison, the industry average increased by four problems per 100 vehicles.

In addition, the Sonata was recognized by J.D. Power as it was awarded second place in the highly competitive Midsize Car category.

These results are important and worth sharing with your customers during your product presentation—this could be the one benefit that seals the deal!

Overall, February was a challenging month for the auto industry as total sales dipped by 1.1%. But at Hyundai Motor America, our combined Hyundai and Genesis sales totaled 53,020, up from2016 by 11 units—enough to set a new February record. “The Santa Fe and Elantra families continued their strong performances in February, up 58% and 33%, respectively,” noted Derrick Hatami, vice president of national sales for Hyundai Motor America. This is a great sign for Hyundai as the spring selling season begins!

February 2017 CPO Sales: For the month of February, 7,053 Hyundai Certified Pre-Owned vehicles were sold. Year to date, 625 Hyundai dealers have sold 13,283 CPO units.

IN THE NEWS

New Record as February Sales Inch Upward

Starting this month, we will acknowledge top STAR Recognition Years of Service award winners in each issue of The Sales Edge. Congratulations to the following Hyundai dealership sales team members who celebrated major milestones in February:

FIFTEENTH ANNIVERSARIES

• John Ashdale, Colonial Hyundai of Downington, Downington, Pennsylvania• Anthony Forte, Hyundai of Turnersville, Turnersville, New Jersey• Randy Hemingway, Fuccillo Hyundai of Watertown, Watertown, New York• William Hendry, Fuccillo Hyundai of Syracuse, Syracuse, New York• Randy Love, Signature Hyundai, Benton Harbor, Michigan• Carl Meyer, Route 46 Hyundai, Hackettstown, New Jersey• David Sharo, #1 Cochran Hyundai, Monroeville, Pennsylvania• Donald Warner, Waikem Hyundai, Massillon, Ohio• Mike Williams, Round Rock Hyundai, Round Rock, Texas

TENTH ANNIVERSARIES

• Leeann Avalos, Hyundai of El Paso, El Paso, Texas• Leo Blakeney, Fairfax Hyundai, Fairfax, Virginia• Victor Hayden, Suresky Hyundai, Goshen, New York• Terry Hert, Hall Hyundai Newport News, Newport News, Virginia• Fredrick Kunkel, Herrnstein Hyundai, Chillicothe, Ohio• Orlando Martinez, Rick Case Hyundai, Plantation, Florida• Janet Perini, Burns Hyundai, Marlton, New Jersey• Todd Schwoerer, Tamiami Hyundai, Naples, Florida• Christopher Thomas, North Freeway Hyundai, Spring, Texas• Thomas Toscas, Hardin Hyundai, Anaheim, California• Daniel Volnek, Sid Dillon Hyundai, Lincoln, Nebraska• Gary Wiegner, Porter Hyundai, Newark, Delaware• Hai Yon, Hub Hyundai, Houston, Texas• Paul Zolnierz, Fred Beans Hyundai, Doylestown, Pennsylvania

Years of Service Award Winners

MORE HEADLINES ON HYUNDAISALESTRAINING.COMYou can keep up with the latest Hyundai news on the all-new www.HyundaiSalesTraining.com website. Here are links to the most recent stories:

• The Top Five Ioniq Questions That Weren’t Answered on “Hyundai LIVE!” (#5 Will Astound You!)• Hyundai Sonata and Santa Fe Sport Named Best Bets by The Car Book • Hyundai Santa Fe and Santa Fe Sport Earn 2017 Consumer Guide Automotive Best Buy Award• Hyundai Sonata Named “Best Car for the Money” by U.S. News & World Report• Ioniq Electric Named by ACEEE Among List of “Greenest Vehicles of 2017”

Visit HyundaiSalesTraining.com regularly and scroll through the banner headlines on the home page. New stories are posted frequently.

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NEWS FROM HYUNDAI SALES TRAINING MARCH 2017

CPO Virtual Window Labels Coming Soon: Dealers have found that Hyundai Certified Pre-Owned window labels are an excellent sales tool to communicate the many benefits of the Hyundai CPO Program to potential buyers while they are on the lot. But today, many shoppers often visit your digital showroom before they visit your physical lot—that’s why we are making Hyundai CPO “window labels” available for every Vehicle Detail Page (VDP) for all your CPO inventory. These virtual labels will be available on all Hyun-dai CDK and dealer.com dealer sites soon. They’re a great way to encourage CPO sales by providing customers with the information they want during their vehicle search.

HyundaiCertified.com Now Featuring Vast CarStory™ Market Reports: In our efforts to continually enhance the HyundaiCertified.com website, we are pleased to announce the inclusion of CarStory Market Reports to our vehicle listings. These market reports enhance the VDPs with relevant data highlighting vehicle specific features, options, fuel and safety ratings, while also reinforcing CPO program benefits. Used in conjunction with the CPO window label, this enhancement should improve consumer interest and convert more online shoppers to in-store shoppers.

HYUNDAI CERTIFIED PRE-OWNED

Latest CPO News

AWARDS AND ACCOLADES

Hyundai Vehicles Praised for Low Cost of Ownership

Hyundai buyers looking for real value will be encouraged by the results of Kelley Blue Book’s 2017 “5-Year Cost to Own Awards.” KBB.com’s experts analyze “financing, insurance and state fees, plus the anticipated costs of fuel, scheduled maintenance and repairs. Also included are the critical factors of purchase price . . . and projected depreciation.” According to KBB.com, “In order to make our annual list use-ful to as many car shoppers as possible, we crown 5-Year Cost to Own champions in each of the 21 vehicle categories. We also identify two runners-up in each category, either of which may be an even better buy according to your wants and needs.”

For 2017, Hyundai had three models in the top three of their respective segments. Here’s what KBB.com had to say about each of them.

• Santa Fe Sport: “With a fresh face and features, low cost to own, and 10-year/100,000-mile powertrain-warranty protection, the 2017 Hyundai Santa Fe Sport represents true value.” • Elantra: “Revamped for 2017, the Hyundai Elantra is in better form than ever, boasting loads of style, technology and safety features at a value price.”

• Sonata: “The Hyundai Sonata boasts handsome styling, impressive technology and an incredible warranty, all at a starting price that undercuts rivals.”

You can read all about the 2017 Kelley Blue Book “5-Year Cost to Own Awards” here.

TIPS FROM THE PROS

Nothing Is Better Than FreeOur Tip of the Month for March comes to us from Fred Matthews of Key Hyundai in Jacksonville, Florida, who entices buyers this way:

“After the demo drive, before we come into the main dealership, I give customers a tour of the service lane and

offer them their first oil change. If an objection comes up, I can address it before we go to my desk. Also, if they don’t purchase, I have no problem giving them a free oil change on their current vehicle. It allows me to see them again here at the dealership.”

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.

Here are two more noteworthy tips we’ve recently received:

“You already have one of the best products and the absolute best warranty on the market. You need to believe that. If you truly believe in that, it will show. Your customers will see that, and they will want to buy a Hyundai vehicle.” —Mark James Bozant, All Star Hyundai of Baton Rouge, Baton Rouge, LA

“Always smile when you take a phone up! People can hear a smile and are drawn to it.” —Sylvia Drwila, AutoNation Hyundai O’Hare, Des Plaines, IL

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NEWS FROM HYUNDAI SALES TRAINING MARCH 2017

CONTESTS

WHAT WOULD YOU DO? #9

TRADE-IN VALUE GUARANTEEThe old Trade-in Value Guarantee Program was the subject of February’s challenge. Your customers, Ben and Phyllis Brady, seemed quite disconcerted that the program was no longer available, and we wondered how you’d overcome the objection.

This was a trick question! Hyundai does offer a program in which the future value of a model is fixed—it’s called a closed-end lease. No one took the bait. But the following were our top two entries.

First Place ($100): “Turn that frown upside down. Ben and Phyllis are repeat customers, so I would let them know that their loyalty will always get them the best deal on the new Hyundai, including the best trade-in value on any vehicle they return to us with. And since Hyundai still leads the competition with America’s Best Warranty, if they decide to trade their car in sooner this time around, it will hold significant value, because the next owner will have powertrain component coverage under the five-year/60,000-mile New Vehicle Limited Warranty.”

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

Second Place ($75): “I would let Ben and Phyllis know the guar-antee value program based future values on lease-end residual estimates. I would have my manager get them the best value for their car based on its year, condition, and miles. I would also let them know that we want them to enjoy their experience as part of the Hyundai family. Hopefully with a little work we can keep them happy Hyundai owners.”

—David Hegele Jr., Hyundai of Turnersville, Turnersville, NJ

WHAT WOULD YOU DO? #10

THE FAB FIVEChris and Pat Burke-Harrison are both in the music indus-try, are devoted to their iPhones, take occasional trips to the mountains, and have adopted twin six-year-olds. Today, they’re taking delivery of a 2017 Tucson Limited AWD with the Ultimate Package. “Here’s the deal,” Chris tells you. “We’ll come back next week to learn how to operate everything. But right now we’re pressed for time. So just tell us how to operate the five features you think we need to understand before we jet. Five—no more!” What would you do?

Click on this link to submit your answer. Responses will be judged by the Sales Edge editorial team with 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, March 31, 2017. Winners of Challenge #10 will appear in the April 2017 issue.

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

CENTRAL REGION: —Henry Campos, Rosen Hyundai, Algonquin, IL

EASTERN REGION: —Richard Loomis, Fuccillo Hyundai, Schenectady, NY

SOUTHERN REGION: —Jarrod Corbett, Hyundai of New Port Richey, New Port Richey, FL

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

WESTERN REGION: —Brad Henry, Bronco Motors Hyundai West, Nampa, ID

SCAVENGER HUNT #9

SCAVENGER HUNT #10

Hyundai buyers do much of their research online—and not necessarily at Hyundai’s or your dealership’s website. There are many sites out there with information about Hyundai but no affiliation with the company at all. This “Scavenger Hunt” will lead you to some of them—so that you know what your customers know.

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, March 31. Good luck!

1. What Hyundai message board is divided into these sections: General Hyundai Forums, Vehicle Lineup, Brand Reviews, and Hyundai Classifieds?

2. What online enthusiast site bills itself as “one of the best Hyundai-based communities online today”?

3. What site promises the “latest Hyundai news and rumors on 2017/2018 Korean cars”?

4. What blog, founded by Jose Antonio Lopez and Erick Uceda, was named one of the “100 Best Car Blogs of 2016”?

5. If you Google “Hyundai news, videos, reviews and gossip,” what site will dominate the first page of search results?

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