CarMax 2000 Annual Report Download - page 15

CIRCUIT CITY
sales counselors to easily and quickly retrieve
information from training materials or online
mentors. In short,Web-delivered training is
faster, better and more effective.
For new, complex technologies,a product
demonstration and explanation of features
and benefits are the best way to help consumers
understand which products and services best
fit their lifestyles. In fiscal 2000,new television
displays gave side-by-side comparisons of
big-screen analog televisions with the newer
digital televisions. In markets where high-speed
cable service is available,customers could see
a demonstration of the features that broad-
band Internet access provides. And, digital
imaging displays showed consumers how
to edit vacation pictures and e-mail them to
friends and family.
Beginning in the summer of 2000, Circuit City
Superstores will feature AOL Centers offering
an array of interactive products and services.
Circuit City will demonstrate for consumers
everything they need for home connectivity,
including Internet access via AOL. As broad-
band technologies become available through
AOL, we expect to add these demonstrations to
the AOL Centers.
Also by the summer of 2000,every Circuit
City Superstore will feature a Memory Stick
Interactive Universe dedicated to introducing
customers to Sony’s diverse line of Memory
Stick products,including cameras,camcorders,
printers,portable music players,VAIO personal
computers and Memory Stick media. We also
are enhancing our wireless communications,
digital video and digital audio displays to
highlight expanding product selections and
related services.
In new and remodeled stores, we are adding
“take-with”displays where customers easily
can pick up products they know about right
from the shelves. Today,some customers need
less sales assistance when choosing items such
as telephones,portable radios and VCRs, which
have high household penetration and relatively
low prices. And yet, even for these product
lines,sales assistance is always available if
customers prefer it.
Service After the Sale. Circuit City’s commit-
ment to satisfied customers does not end with
the sale. Circuit City Associates deliver and
install televisions,ranges,refrigerators,washers
and dryers with the same high level of knowl-
edge our customers experience in our stores
and the same commitment to service. More
than 95 percent of our home deliveries occur
within one day of the product purchase.
We provide factory-authorized repairs at 35
service centers nationwide and through 1,700
trained technicians. Customers simply take the
product requiring repair to their closest Circuit
City Superstore, and we express ship it to our
nearest service center. In-home repair service
is available for big-screen televisions and
major appliances,and a third-party warranty
provider supplies in-home service for personal
computer products.
Customers can exchange their products and,if
necessary, receive a refund at any Circuit City
store,even if they have misplaced their receipt.
Finally,if a customer has an issue that is not
resolved through our stores or in our product
service centers,he or she has toll-free access
to customer service representatives who can
usually quickly resolve the problem.
ON THE WEB
In July 1999,Circuit City launched its e-commerce
Web site,extending the Circuit City offer to
Internet shoppers and delivering a combination
of options that only a retailer with a national
CIRCUIT CITY STORES, INC. 2000 ANNUAL REPORT 13
The key to making shopping easier
is taking the mystery out of technology.
Well-trained, knowledgeable sales
counselors and hands-on product
demonstrations help Circuit City
customers understand and purchase
the new technologies that are driving
industry growth.