Does Hyundai Drive cost anything?

Drive is completely free and costs $0 to enroll.

What are the sales agent incentives through the Drive program?

Sales agents will receive $50 if they complete a remote test drive through the app. Sales agents will also receive $10 for each on-the-lot t...

What are the available hours that test drives can be scheduled?

Dealership hours are set by each dealership depending on their availability.

What happens if a customer submits a lead at 1 AM?

All leads submitted overnight are distributed out to the dealership at 9 a.m.

How soon can a customer schedule a test drive?

At the earliest, test drives can be scheduled for 3 hours in the future, e.g. if a customer uses the app at 10 AM, the earliest they can req...

What happens if a lead comes in for a day the dealership is not open?

Hyundai Drive does not accept leads outside unless a dealership says that time is available; therefore a request cannot be made on a day tha...

How far in advance can a customer schedule a test drive?

1 week.

What information is provided with the lead?

First and Last Name, Phone, Email, and Photo of customer.

Who can accept leads on behalf of a dealership?

A dealership has 2 options:Allow only Admins to accept leads and assign them to agentsAllow Agents to accept leads when they come in (Admins...

Does the dealership have to provide a specific color, trim, and package for each test drive?

No, Hyundai Drive allows customers to pick their specific model, but color, trim, and package choices should be handled directly by the Sale...

What does a customer see if there are no flexible test drives available in their area?

If there is no dealership with remote test drive capabilities available, the customer is prompted to book a test drive at a dealership.

How long does a dealership have to accept/decline a lead?

The first dealership within PMA rules has a two hour window to accept a lead. Dealerships in the second and third priority have 30 minutes t...

What happens to the customer if a dealership declines the lead?

The lead is passed to the next dealership per PMA rules who has signed up to accept test drive requests.

How many dealerships ever receive a lead?

A lead will only ever go through 3 dealerships.

What happens if no dealerships accept the lead?

The user is informed no test drive is available at that time/date/location, and prompted to take a test drive at the dealership.

What happens if an agent is running late for a test drive appointment?

In the app, the agent can inform the customer that they are ‘Running behind.’ Alternatively, the agent can message the customer through the ...

Can a Sales Agent transfer a test drive request to another Sales Agent?

No, an agent cannot transfer to another agent, however a dealer admin can transfer leads within the admin portal. Communication of the trans...

Can a Sales Agent cancel an accepted test drive?

Yes.

Can a customer cancel a requested test drive?

Yes.

Are driver licenses stored in the system?

Yes, copies of driver licenses are stored in admin portal for up to 48 hours post test drive. After 48 hours, the license is removed from th...

Can a dealership see the conversations a Sales Agent is having with a customer?

Yes, in the admin portal an Admin can review the conversation between a customer and their agent.

How many test drives can a customer request?

2 test drives every 60 days.

How are you ensuring this is a valid customer?

Customers’ driver licenses are scanned and verified through our system.

What should the dealership/Agent do if they have concerns about the lead?

The dealership/Agent can decline or cancel the lead for any reason without repercussion.

What should an Agent do if they approach the requested location and they don’t feel safe?

The Agent should leave and contact the customer at a later time.

What are sales agent star ratings?

Star ratings are set by customers after test drives. Each Sales Agent will receive individual star ratings.

What do sales agent star ratings mean?

Star ratings are a reflection of the overall customer impression on that Sales Agent.

How can star ratings affect you as a Sales Agent?

If a Sales Agent has a low star rating, HMA recommends that the Sales Admin first discuss the issue with the Sales Agent and if that Sales A...

What is the On the Lot feature in the menu?

The “On the Lot” feature within the App scan leads into the system right from Sales Agents’ phones. If an Agent would like to scan a license...