LEASE-END PROCESSOVERVIEWA GUIDE TO THE CUSTOMER EXPERIENCE

When they lease, you lead. At Hyundai Motor Finance, we look for ways to support the long-term success of your business.

We believe offering a lease product delivers great benefits to your customers and, with the right processes in place, an unparalleled opportunity for repeat and new business at your dealership. That is why we’ve established a library of reference materials that provide a 360-degree view of leasing, including best practices, step-by-step guides, and much more. It’s one more way we’re invested in your success.

Below is a complete listing of the available lease subjects, arranged according to the life cycle of one leased vehicle, from initial sale to vehicle remarketing, as well as customer retention at lease maturity.

DEALER BENEFITS OF LEASING

LEASING 101

HOW TO SELL A LEASE

LEASE CONTRACT REVIEW AND DOCUMENTATION

MANAGING LEASE-END

LEASE-END PROCESS OVERVIEW

BENEFITS OF CPO

OFF-LEASE VEHICLE GROUNDING AND PURCHASING

ONLINE AUCTION USING DEALER DIRECT

Please contact your business development manager should you have any questions or to arrange for in-store lease training.

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LEASE-END PROCESS OVERVIEW

At Hyundai Motor Finance (HMF), we know it’s important to be there for our customers at every turn of their lease journey. That’s why we’ve designed our lease-end communication and experience to put your dealership front and center.

HMF Customer Lease ExperienceEngageAt lease inception, our welcome communications and life cycle touchpoints are all designed to have the customer engage with both HMF and your dealership.ExciteBeginning at 210 days to lease maturity, we create excitement for the Hyundai brand by presenting the latest and greatest product news as customers are beginning to think about their next vehicle.InformAt 120 days to maturity, we educate customers on the lease-end process, as well as provide vehicle self-assessment tools and a lease-end to-do list. We also encourage contact with your dealership for potential repair and to test drive a new Hyundai.RetainWith only 60 days remaining until lease maturity, our goal is to drive them to you, as it’s the dealer that makes the sale. Our communications, at this point, place an even stronger emphasis on dealer contact.

Quick TipUtilize the HMF Lease-End Prospects/Customer Intent Exchange on Dealer Access to align your customer retention efforts. For more information, see the Managing Lease-End: A Guide to the Dealer Experience piece in the library of reference materials.

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Customer Communication Plan HMF engages with lease customers at all stages of their lease, starting with an informative welcome kit, and continues through lease-end, which begins at 210 days to maturity.

Dealer Opportunity: The period after HMF sends the first communication piece is a great time to begin engaging with your customers. Invite them into your dealership for an informational session. Be prepared to answer their questions about lease-end and more.

INFORM 90 DAYS

120 DAYS

75 DAYS

• Deliver our comprehensive customer Lease-End Kit with self-assessment instructions and tool. Phone call introduction from a Lease-End Advisor to capture customer’s intent and educate on lease-end process and options.

• Follow-up phone call from Lease-End Advisor and email encouraging customers to initiate contact with their dealership.

• Information on inspection and repairs. Encourage customers to consider test driving their next Hyundai and reaching out to the dealer to make any necessary repairs on their current vehicle.

Dealer Opportunity: Starting at 90 days to maturity, you can program the automatic sending of a direct mail piece using the Hyundai OwnerServicing Platform. Highlight how you can assist them with vehicle self-assessment and prepare them for lease turn-in.

60 DAYS

30 DAYS OR LESS

• Follow-up phone call from Lease-End Advisor to capture intent, also serving as a friendly reminder to complete the vehicle self-assessment.

• It’s getting close. At this point our Lease-End Advisor makes a final phone call to ensure the customer is prepared to return their vehicle.

• Deliver a new vehicle to your customer.

RETAIN

AT DEALERSHIP

Dealer Opportunity: Ground the vehicle using the GroundScan app or by logging in to hyundaidealerdirect.com. If not yet decided, determine whether you will acquire the turned-in vehicle for your used inventory. Off-lease vehicles often qualify for Certified Pre-Owned status, which typically yields higher revenue.

Key Customer Communication Methods

EMAIL

Email is used to share new product and vital lease-end information.

DIRECT MAIL

Direct mail ensures we are connecting with all customers and allows us to inform them about lease-end. We send direct mail pieces at 150, 120, 75, and 30 days before maturity.

LEASE-END SERVICING OUTBOUND CALLS

Lease-End Advisors reach out at 120, 90, 60, and 30 days before maturity to assist customers, gather lease-end intentions, and direct them to your dealership.

210 DAYS

150 DAYS

• Create excitement around the vehicle and brand.

• Introduce new models by driving customers to hyundaiusa.com and your dealership to learn more.

EXCITE

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Customer Self-Assessment ToolsOur lease-end process enables customers to personally assess potential excess wear and use prior to their contract maturity date. This eliminates the inspection company from the process, increasing customer engagement and helping further build dealer relationships—you can play an important role in assisting customers through this process.We offer two simple ways for customers to perform a vehicle self-assessment:

• Lease-End Kit (received at 120 days to maturity) • Online at HMFUSA.com

Lease-End KitAt 120 days to maturity, HMF lease customers will receive a Lease-End Kit in the mail that includes a vehicle self-assessment tool along with instructions.

Outside Cover Inside Flap

Inside Spread

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Wear and Use Estimation ToolIncluded in the Lease-End Kit is a Wear and Use Estimation Tool for the customer to identify potential damage.

Self-Assessment FormThe customer will also receive a Self-Assessment Form and Excess Wear and Use - Chargeable Examples sheet in their Lease-End Kit with simplified vehicle-specific pricing, allowing them to make informed repair decisions. By working with customers prior to vehicle turn-in—sending an inspection or service reminder at lease-end—dealers have an opportunity to increase repair revenue. The customer’s actual Excess Wear and Use billing will be based on the third-party inspection performed at the dealership post vehicle turn-in.

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Self-Assessment Tool on HMFUSA.comCustomers can utilize the interactive lease-end tool on HMFUSA.com to perform a self-assessment and estimate their final end-of-term billing, giving them an opportunity to fix any issues prior to lease termination.How it Works1. Go to HMFUSA.com (desktop or mobile).2. Click the Buy or Lease tab and go to Lease-End Self-Assessment.3. Select vehicle model and click Start Self-Assessment.

Once self-assessment begins, users are asked to review the following five categories to assess potential damage:• Exterior – dents, dings, and scratches• Glass – cracked windshield, chips, substandard tint• Tires and Wheels – tire tread depth, missing tires

• Interior – holes and/or stains on upholstery/carpet• Other – missing keys or parts

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Category 1 - Exterior Category 2 - Glass

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Category 4 – Interior

Category 5 – Other

Category 3 – Tires & Wheels

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Final Step – Total EstimateOnce assessment is complete, users are provided a Total Estimate and are encouraged to contact their Hyundai dealer for assistance with repairs or call an HMF Lease-End Advisor to learn more about repair requirements.

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Follow-Up CommunicationsAt HMF, customer outreach doesn’t stop with the Lease-End Kit. We want customers to know they can lean on you to help them navigate the vehicle turn-in process, and we want to encourage them to return to you for their next Hyundai. The following are sample communication pieces that would be sent at 75 and 30 days to maturity.

75-Day Direct Mail CommunicationFrom inspection and repairs to getting customers into their next Hyundai, this piece reinforces earlier messaging, highlighting the originating dealer as the primary point of contact.

Reminder to reach out to dealer for vehicle repairs

Originating dealer contact information

Invitation to explore what’s new

Outside Cover

Inside Content

Easy-to-find lease maturity date

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30-Day Direct Mail CommunicationThis final communication is accompanied by a phone call from an HMF Lease-End Advisor to ensure the customer is prepared to turn in a vehicle.

Page 1Account and originating dealer information clearly indicated

Easy-to-find lease maturity date

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Page 2

Originating dealer listed as a primary resource

Final tips and reminders on managing vehicle return

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Lease Term ExtensionsLease extensions of up to a maximum of six months from the original maturity date can be processed on an exception basis in efforts to retain customers transitioning into a new Hyundai. Customers must qualify based on account status, payment history, and verification from the dealer or financial institution that a new Hyundai is on the way or awaiting financing. Contact your business development manager for additional details.

Early TerminationCustomers who wish to turn-in their vehicle prior to their lease maturity date may be subject to the terms of their state-specific early termination liability. Please refer to Dealer Access for a list of the most current state-specific lease form numbers and reference the Terms Concerning Your Early Termination Liability section on the back of the form for complete details. You may also contact the HMF Dealer Support Hotline at 800-523-6010 for additional support.Customers are encouraged to contact the HMF Lease-End Servicing Team at 855-463-5378 should they have any questions.

Available Lease-End ResourcesDealer Support Hotline

Customers can utilize the interactive lease-end tool on HMFUSA.com to perform a self-assessment and estimate their final end-of-term billing, giving them an opportunity to fix any issues prior to lease termination.

Phone: 800-523-6010

Hours of operation:

Monday through Friday 8 a.m. to 8 p.m. (Central) for retail/lease buyout 8 a.m. to 6 p.m. (Central) for all other inquiries

Lease-End Servicing

HMF makes customer service a priority. While we encourage customers to work with their originating dealer at lease-end, our Lease-End Servicing team is prepared to help current customers who are 180 days or less to maturity. Lease-End Servicing also communicates customers’ plans to dealers who are enrolled in the Customer Intent Exchange.

Phone: 855-463-5378

Email: LEST@hcamerica.com

Hours of operation:

Monday through Friday, 8 a.m. to 9 p.m. (Eastern)

Lease Maturity Servicing

Our Lease Maturity Servicing team is available to assist customers who have reached lease maturity (full- or early-term) in finalizing any payments on their accounts.

Phone: 866-771-3663

Email: LMS@hcamerica.com

Hours of operation:

Monday through Friday, 8 a.m. to 9 p.m. (Eastern)

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Complete financial solutions dedicated to Hyundai dealers.

INVESTED IN YOUR SUCCESS.

©2015 Hyundai Motor Finance

Issue Date: 12/10/2015