CarMax 2005 Annual Report Download - page 11

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GREAT QUALITY
■Every used vehicle we retail must meet stringent
mechanical, electrical, and safety standards.
■Every used vehicle we retail is put through a thorough,
125-point inspection. Needed repairs are made and the
car is thoroughly detailed inside and out to make it look
and feel as close to new as possible.
■We stand behind our quality standards with our 5-day,
250-mile, money-back guarantee and our industry-
leading, 30-day limited warranty. We also offer extended
service plans on every vehicle we retail that provide up
to 6 years of coverage.
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 base sales
consultant commissions on a fixed dollars-per-unit
standard. Consequently, the sales consultant’s only
objective is to help customers find the right cars
for their needs at prices they can afford.
■Our computerized inventory system makes it easy
to search our vehicle inventory at each store or
company-wide.
■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 nation-
wide inventory of approximately 20,000 vehicles.This
web-accessible inventory will continue to expand as
we grow geographically.
■Virtually any used vehicle in our nationwide inventory
can be transferred at customer request to their local super-
store.Transfers are free within a market; longer-distance
transfers include a charge to cover transportation costs.
■Currently, between 15% and 20% of our vehicles sold
are transferred at customer request, and approximately
20% of retail sales are initiated through our Internet
sales process.
CARMAX 2005 9
STORE MANAGEMENT TEAMS