CarMax 2004 Annual Report Download - page 9

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CARMAX 2004
7
CUSTOMER-FRIENDLY SERVICE
■We designed the CarMax offer to give consumers what
they asked for: no haggling on any aspect of the sale, broad
selection, high quality, and a customer-friendly process.
■To ensure that sales consultant objectives are completely
aligned with those of the customer, we pay our sales
consultants a fixed-dollar-per-unit commission. The sales
consultant earns the same dollar amount regardless of the
price and profit on the vehicle. Consequently, the sales
consultant’s only objective is to help customers find the
right car for their needs at a price they can afford.
■Our computerized inventory system makes it easy to
search our vehicle inventory.
■There is no hand-off of customers to a finance manager
or sales manager. The sales consultant helps the customer
through the entire sales process.
CARMAX.COM
■Carmax.com is a valuable marketing and research tool
that allows customers to see a car’s photo, price, and
specifications, as well as to make side-by-side vehicle
comparisons, all from the comfort of home. We have
sales consultants dedicated to caring for customers who
contact us through the Internet.
■Using carmax.com, customers can browse our nationwide
inventory of approximately 20,000 used vehicles. This
Web-accessible inventory will continue to expand as we
grow geographically.
■Any used vehicle in our nationwide inventory can be
transferred at customer request to a local superstore.
Transfers are free within a market; longer-distance
transfers include a charge to cover transportation costs.
■Currently, more than 10% of our vehicles sold are
transferred at customer request, and approximately 20% of
retail sales are initiated through our Internet sales process.