CarMax 2002 Annual Report Download - page 3
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Please find page 3 of the 2002 CarMax annual report below. You can navigate through the pages in the report by either clicking on the pages listed below, or by using the keyword search tool below to find specific information within the annual report.Throughout our history, Circuit City
has differentiated itself by creating a shopping
experience focused on customer needs and
expectations.
We are committed to providing our cus-
tomers with a great experience. In today’s world
of complex and constantly changing technologies
in consumer electronics and home office products,
it is critical that we know a lot about our prod-
ucts. It is also important to share our knowledge
and enthusiasm so that the customer is comfort-
able asking questions and has the opportunity to
experience hands-on demonstrations of the many
new and exciting products we carry. We also
offer many “self-serve” selections of less com-
plex technologies. And for those wanting to
research or shop from the comfort of home,
CircuitCity.com offers a convenient alternative,
with the same dedication to a great experience.
Today’s consumer electronics products
may seem worlds apart from those we sold in
our first stores, but we assure you that our
commitment has not changed. We are here to
serve the customer.
From the outset, an unwavering focus on
providing what the consumer wants has been
the core of the CarMax concept.
That consumers have long held the automo-
bile retailing industry in low esteem is illustrated
by the annual Gallup Poll ranking “car salesmen”
at the bottom of all professions for honesty and
ethics year after year. CarMax’s open, customer-
friendly approach to the business has been
revolutionary. Without having to negotiate, a
CarMax customer knows the low price of the
car, of financing and of an extended warranty
and the price CarMax will pay the customer
for a trade-in. This sales process is what con-
sumers asked for when CarMax was developing
its unique consumer offer, and it is the sales
process that is driving CarMax’s current success.
The CarMax sales consultant’s only concern is
helping the customer find the car that meets
the customer’s needs and budget.
Circuit City’s intense customer focus is
CarMax’s heritage. It governs CarMax’s opera-
tions today and is the foundation for CarMax’s
future.
A FOCUS ON THE CUSTOMER
We’re with you.SM
TM