CarMax 2003 Annual Report Download - page 9

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CARMAX 2003 7
Customer-Friendly Service
■Our no-haggle, no-hassle consumer offer saves the consumer the time and stress
often associated with the traditional car-buying process.
■Our sales consultants’ incentives are aligned with the customer’s interests. A sales
consultant is paid the same fixed dollar commission on any vehicle sold, so the
sales consultant’s only objective is helping customers find the vehicles they want
at a price they can afford.
■We think car buying should be as fun as car driving!
carmax.com
■Carmax.com is a powerful marketing tool that lets consumers select from our
nationwide inventory of approximately 15,000 used vehicles.
■On carmax.com, consumers see a photo, the price and full specifications of the
actual vehicle and can compare vehicles side-by-side.
■Any vehicle in our nationwide inventory can be transferred at customer request
to their superstore. The transfer is free within a market and includes a charge to
cover transportation costs between markets.The store where the customer buys
the vehicle is responsible for the sale and for follow-up customer care.
■Currently, more than 10% of cars sold are transferred at customer request, and
more than 15% of sales are through our Internet sales process.