Photo of Shigehiro Matsuoka, President and CEO of Hino North America

Hino Team,

Welcome to your 2021 annual Results publication. We began producing Results several years ago as a means to highlight our accomplishments as a team. As we look back over the past year, we have all experienced something that has altered the way we live and work – a pandemic that has enveloped the entire globe. So we thought maybe we should take a pass on this year’s book – but our minds were quickly swayed as we began to review this transformative year.

We witnessed dealerships rapidly innovate to keep their doors open, keep their employees and customers safe, all while keeping trucks on the road so that goods could keep flowing during lockdowns. And for that you were called “essential”.

Our corporate team responded and stayed the course, trained and expanded their knowledge base, creating a stronger team and in turn stronger support for our dealers. In person visits turned virtual and a new way of doing business and maintaining relationships was created.

In addition to these shifts, Hino Trucks faced the pause of truck production and sales in North America. And, in spite of the disruption of 2020, today we are on the edge of reformation. New industry partners will help shape the future of Hino Trucks as we redirect engineering and other resources to accelerate Project Z, our development path to zero emission vehicles.

The pages that follow celebrate these triumphs that support our customers and Ultimate Ownership Experience and looks forward to the promise of a bright future. We embrace the challenges of the future and continue to seek to build long-term value for our dealers and deliver a brighter and more prosperous future for us all.

Shigehiro Matsuoka

President & CEO of Hino North America

Hino Trucks, USA

“THE COVID-19 PANDEMIC HAS RESULTED IN UNPRECEDENTED FINANCE CHANGES TO OUR CUSTOMERS LIVELIHOODS AND HINO IS PLEASED TO OFFER POSITIVE CHANGES THAT AFFECT THEIR BOTTOM LINES. THIS INITIATIVE BOOSTED SALES BY 130 UNITS AND $18MM”

- Glenn Ellis, Sr., Vice President of Customer Experience

When the pandemic hit, we knew that if we were going to help our customers and dealers get through this tough time, we had to take action. That’s why we developed the Ultimate Confidence Initiative. It was a combination of financing and service benefits that helped carry us through to 2021.

No payments and no interest program

Hino Trucks, in conjunction with Toyota Industries Commercial Finance, offered our customers a No Payment in 2020 option. Subject to credit approval on applications made by August 31, 2020 this financing opportunity was available on all new Hino models.

Service is on us in 2020!

Customers who took advantage of the No Payments and No Interest in 2020 option had all of their required maintenance covered in 2020 through December 31st! This exclusive benefit took ownership value to new heights and removed the worry and cost of servicing a fleet.

Hinocare - 90 Day Extension

The complimentary HinoCare planned maintenance program has already been helping customers stay on schedule and on budget for a while now. When the pandemic hit, we wanted to support our dealers and customers even further by allowing current cabover and conventional owners to have a 90-day extension added to the end date of their paid services. It’s just one more simple but effective way we add continued value and keep our trucks safely on the road longer.

During the pandemic, Hino Trucks wanted to let our dealers know that we are not only here, but ready to help. That’s why we created the Essential Dealer Support Program.

Floor Plan Assistance

In addition to the Wholesale Relief Program offered by Toyota Industries Commercial Finance, which included a temporary 50 basis points reduction in wholesale rate, we went over and above to increase our floor plan reimbursement rate by 100 basis points for and extra 60 days for all dealers flooring with TICF. We also temporarily extended their Parts Statement Payment terms by 30 days.

CO-OP MARKETING FUNDS SUPPORT

These were trying times for everyone, which is why we wanted give our dealers a chance to let their customers know we are here to support them! That’s why we temporarily allowed 100 percent co-op reimbursement for all approved Co-op promotions for both Truck and Parts’ Co-op accounts. Expired co-op funds were also reopened for additional brand value creating financial support. All of this was just a few examples of how we stand behind our dealer network, no matter what.

Continuous Supply of Parts

AS BUSINESSES WERE SHUTTING DOWN AND MOVING TO A REMOTE WORK ENVIRONMENT, OUR PDCS DID NOT SKIP A BEAT. THEY HAD TO REINVENT HOW THEY WORKED IN CONFINED SPACES WHILE MAINTAINING SIX FEET APART, AND MOVING TO A ROTATIONAL SHIFT.

ALL THE WHILE MAINTAINING A 90+% PERCENT FILL RATE, KEEPING OUR DEALERS GOING AND CUSTOMERS ON THE ROAD.

We salute you Hino Heroes

This has been a year filled with heroes of all walks of life. Which is why we wanted to celebrate our own Hino Heroes. These were a public thank you and show of appreciation for Dealers and Employees who went above and beyond this year to keep America moving.

AJ Stachowiak is the maintenance director for Airoldi Brothers, Inc., by night he runs an upholstery business. Approached by a nurse friend asking if he could make a face shield, AJ did and didn’t stop there! AJ told Hino, “Currently we have around 700 being used by Angels in Texas, Minnesota, Wisconsin & Michigan with another 400 in the works. I’m just doing my part to keep safe those Angels keeping us safe and well.”

illustration of two people touching elbows

Jeff Wurster, a Hino employee who also made face masks with a 3D printer. — AJ Stachowiak wearing one of his Face Shields.

A box of face shields — Over 700 Face Shields sent out.

#hinonation

We’re happy to announce that the #HINONATION is alive and well and stronger than ever! We see a boost in traffic and engagement every year and while we’re proud of our custom content, we love seeing what our dealers and customers are doing as well. Let’s keep the conversation going strong into 2022!

Hino trucks lined up outside facing the sunset

Promoboxx has continued to be a resource to dealers to elevate their social media presence with the latest marketing initiatives. If you’re looking to elevate your dealership experience, or just want some fresh content from the Hino Nation, be sure to check out Promoboxx and make sure you’re taking advantage of this powerful resource.

128,042

Authenticated registered dealer facebook page likes across the network

66%

Of registered dealers have connected their facebook page to the Promoboxx platform

Engagement Is Our Passion

Emarketing Initiatives

Everything we do as an organization is based on engaging customers to our dealer network in innovative and effective ways. Part of those efforts is our Hino E-Marketing Initiative. This past year, we focused on promoting HinoCare packages to current Hino owners. We targeted mostly L and XL Series customers, in a multi-faceted email “drip” initiative that targeted and re-targeted customers until they responded. We had a custom video content piece to help boost interest and educate the customers on the benefits and any leads we captured were immediately passed onto the corresponding District Sales Manager to deliver to the proper dealership.

The proof is in the numbers

Our latest Hinocare campaign delivered:

27%

Average Open Rate

69%

Average Read Time

15,450+

Customers Engaged

A Single Truck Can Change A Life

It was with great pride that Hino was able to once again deliver a new truck to a lucky raffle winner. Our annual event put on with our partner Miller Industries was really able to boost a small business and change the lives of an entire family. The drawing, which was held Saturday Oct. 23, at the Hilton Buena Vista Palace in Orlando, host hotel to the Florida Tow Show, was broadcast live on the Florida Tow Show Facebook page. The truck, generously provided by Miller Industries and Hino Trucks, is part of a raffle that supports PWOF Education and Legislation programs.

Jeff Denton of Appalachian Recovery in Oliver Springs, Tenn., won this year’s raffle truck: a 258 Hino Trucks chassis with a Miller Industries Century 12-series LCGTM flatbed. Jeff still cannot believe he won the truck, “We’ve been floating since we heard the news – is it real?“

The partnership between the New York Jets and Hino trucks continues to grow... even during a global pandemic. The tone was changed this year and instead of highlighting Jets fans, we decided to use this as an opportunity to celebrate all those who helped keep America moving through this difficult time.

Partnership image between Jets pizza and Hino Trucks

Official Commercial Truck of the New York Jets

Woman working in shipping and receiving.

Jets truck parked in front of a headquarters

Photo of a Hino advertisement outside on a billboard

Heading Outside To Promote Parts and Service

Hino has been pushing hard to drive parts and service business to dealers this year. We’ve found a great way to generate traffic, is to get out in front of the traffic with key billboard placements, which have been showing strong results this year.

WE NEVER REST UPGRADING OUR WEB EXPERIENCE

We have over 225 customizable dealer websites that we manage and continue to upgrade year after year. This year, we were able to add a “Directions” feature to further guide customers to your dealerships in the most efficient way possible through our main Hino.com site. Plus we added in more finite search functions helping call out Certified Ultimate Dealers, parts & service and sales functionality. Then we got more specific with our truck listings with updates to the M, L and XL Series information pages giving our customers the details they need. The web is a constantly changing environment, so lastly we added features to the sites that make us compliant to the California Consumer Privacy act and general updated Security Certificates. All in an effort to elevate our digital experiences to the same high level of service they can receive at your dealerships.

YOUR SUBSITES HAVE GENERATED OVER 410 HOT LEADS TO DEALERS IN A SINGLE QUARTER. WE CAN’T WAIT TO SEE WHAT THE REST OF THE YEAR HOLDS IN STORE!

Screenshot of the dealer locator for the web

Great Financing Tools = Happy Customers

Toyota Industries Commerical Finance launched a new website to help your customers be efficient with better financing tools, which in turn directly increase your sales and serve your customers the way they want to be served. Current offers, financial calculators, product selectors and find a dealer features are all waiting inside.

Screenshot of Hino trucks product webpage

Strengthening Financing Partnership

This year Toyota Industries Commercial Finance invested in the Hino business further and added a Customer Satisfaction survey. We are delighted to share that a majority of respondents were likely to recommend us. Those are customers that will return to you and bring other customers with them.

A dozen system enhancements made last year highlight TICF's commitment to bolster the overall dealer and customer experience and maintain our status as a partner of choice. And our commitment to continuous improvement will benefit dealers in even more ways in the coming year.

Increased TC3 Training

TICF approved or conditioned 80% of all applications

10% YEAR OVER YEAR INCREASE IN WHOLESALE PRODUCT UTILIZATION

Great Pride Comes With Great Success

TICF is proud to continue the Ambassador Awards Program for our hardworking dealer partners, recognizing them for their retail financing milestones. Congratulations to all of last year's recipients and we can’t wait to see who’s going to receive this prestigious award in 2021!

Murphy-Hoffman Company achieved the

$20 million award level

LYNCH TRUCK SALES, REACHED THE

$10 MILLION AWARD LEVEL

NEW ENGLAND TRUCK SOLUTIONS EARNED THE

$30 MILLION AWARD LEVEL

ROBERT GREEN AUTO & TRUCK, INC., REACHED THE

$10 MILLION AWARD LEVEL

As part of Hino’s Work Truck Show announcement, Hino plans to redirect engineering and other resources to accelerate the development of Project Z, the company’s development path to zero emission vehicles (ZEV). The company had previously announced plans to develop and produce a full range of class 4 through 8 Battery Electric Trucks by 2024. It is now planning to begin low volume production of the BEV models in the fourth quarter of 2022, ramping up to full production by the end of 2023. In fact, Dominik Beckman, Director, Marketing & Dealer Operations, was just elected to the board of directors of the Green Trucking Association further solidifying Hino’s total dedication to helping our industry go green.

Class 8 Fuel Cell

Hino Trucks and Toyota Jointly Develop Class 8 Fuel Cell Electric Truck for North America

“Expanding upon our proud heritage of the Hino powertrain, Toyota Fuel Cell Technology offers our customers a commercially viable, extended range, zero emissions vehicle in the near term,” said Glenn Ellis, Hino’s Senior Vice President - Customer Experience. “Hino shares a common focus with Toyota when it comes to durability, reliability, and innovation with the customer at the center of design which makes this collaboration a game changer.”

Photo of a Cummins engine on the production line

Hino Powers on With Cummins

Hino will soon begin production of Cummins powered trucks, using engines built by Cummins at their Rocky Mount Engine Plant in North Carolina. The initial offering includes 240 HP and 260 HP options of the B6.7 engine for the L Series and will be paired with Allison’s 2000 and 3000 Series transmissions. Starting in 2022, the Cummins L9 engine will be available in Hino’s XL Series model, initially in three ratings: 300 HP, 330 HP and 360 HP. The L9 can be paired with Allison’s 3000 or 3500 Series transmission or an Eaton manual.

The Certified Ultimate Difference Is Clear

Our 48 Hino Certified Ultimate Dealers offer an Ultimate Ownership Experience like no other. Hino is working hand-in-hand with our Certified Ultimate Dealers to deliver unmatched levels of growth and efficiency. It just further proves when you’re Certified Ultimate... good things happen!

All the badges for the certified ultimate experience

Dealership Longevity

The Hino Dealer Network has never been stronger! If you dive into the numbers, you see that we have over 80 dealers who have been with us for 15 or more years. Dig even deeper and you’ll see 15 of our dealers are in the 30+ year club, all servicing a customer base that’s never been happier. HPCC proves customer loyalty is at an all time high with a 9.24 Overall Dealer Experience Score! Congratulations to all our dedicated Hino Dealers and thank you for your continued support.

ALL WITH A 9.24 OVERALL DEALER EXPERIENCE SCORE

15 Dealers in the 30 and Up Club!

Over 80 Dealers Have Been a Hino Dealer For 15 Years+

Dealer Network Growth

8% of the Hino network changed hands

Record amount of new investors in one year

WE WANT TO WELCOME AND CONGRATULATE THREE NEW DEALER GROUPS TO THE HINO FAMILY

Photo of Michael Sirignano, President of Hino Trucks Metheun, MA & Southbury, CT — Michael Sirignano

President

Allegiance Trucks

Metheun, MA, & Southbury, CT

Photo of Jim Moeller, Executive Chairman of the board for Florida Kentworth Tampa, Orlando, and Lakeland, Florida — Jim Moeller

Executive Chairman of the Board

Florida Kenworth

Tampa, Orlando, & Lakeland, FL

Photo of Carlos Currlin, Managing Director of Reichten International Trucks for Fort Meyers, Florida — Carlos Currlin

Managing Director

Rechtien International Trucks

Fort Meyers, FL

All Eyes On Us

It’s been a tough year, but we love that all our dealers are doubling down and continuing to invest in the Hino brand with major dealership infrastructure, signage and parts and service areas. We’ve never looked better!

Image of Hino truck driving into garage — General Truck - Metheun, MA

Industrial Power of Lewisville, TX Location under construction — Industrial Power of Lewisville, TX location under construction

Image of Hino trucks lined up under streetlights — Hino of Baton Rouge - Port Allen, LA

Image of Hino truck from the side — General Truck - Toledo, OH

The Power of Being Connected

Our Hino Connected Vehicle program has continued to give our customers an Ultimate Ownership Experience. Case Management has become an even stronger tool for dealers because we now implement service and inspection promotions into our communications further guiding customers to dealers. Don’t believe us? Check out these stats

16

Recovered Trucks This Year

63,531

IDC Managed Cases

95,243

Dealer Managed Cases

1,276,395,287

Miles Driven By Hino Connected Vehicles

laptop and cell phone with the Verizon Connect apps on screen

After careful consultation regarding the health and safety of our Hino Family, we made the difficult decision to cancel the 2020 Master Elite Service Skills Competition.

Following increased concerns about the COVID-19 virus, we felt this was the best way to proceed during such an unprecedented global pandemic. We were very disappointed that we were unable to hold this competition for our Master Elite technicians, but we knew it was the right decision.

This year’s prize package was split up among all 24 finalists. Each finalist received at least $2,000 cash as well as an additional prize package. We thank each and every one of our top finalists for working so hard to support Hino Trucks – and for love of this competition. Each year the level of competition gets more intense and are disappointed that we won’t be able to get together in person this year. Stay tuned for details on our next event! In the meantime, here’s your TOP 24!

(Virtual) Education

Although the pandemic quickly eliminated Instructor Lead Training classes, Hino Trucks quickly developed and migrated the training curriculum into Virtual and Online classes, keeping vital technicians and sales persons in the know.

92

Hino Field Sales Training

238

Sales Persons Trained In 2020

40

Leasing Company Sales Training

14

Module 3 Speck Training

2057

Total Hours Trained

92

Hino Truck Sales Training

Every Case Counts

TechAssist remained busy during the entire pandemic and began breaking year-over year monthly case counts by late Summer of 2020. During this same period of time, TechAssist surpassed the 50,000th case since its inception in mid 2014.

Would you let just anyone work on your truck?

Or would you prefer a Hino Master Elite Technician who has the right training to make sure you Hino is running perfectly at all times? The Master Elite Technician designation represents the highest certification a Hino truck technician can attain. In order to be considered a Hino Master Elite Technician, techs must successfully complete a rigorous program that can last more than 22 weeks of virtual, classroom and hands-on training. The testing includes various systems and components on Hino conventional, cab-over, and XL trucks. Once done, these techs are prepared better than ever to maintain these vehicles for years to come.