CarMax 2006 Annual Report Download - page 11

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9CARMAX 2006
CARMAX 2006 9
The CarMax offer is structured around our core equities — the benefits
we offer customers that, taken together, make us unique in auto retailing.
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,
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, each 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 photos, 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 more than 22,000 used vehicles. This
web-accessible inventory will continue to expand
as we grow geographically.
■In February 2006, we began leveraging the power of
carmax.com by also listing all of our vehicles on
AutoTrader.com and cars.com. We believe partnering
with these online classified providers will drive incre-
mental traffic to carmax.com and our stores.
■Virtually any used vehicle in our nationwide inventory
can be transferred at customer request to their local
superstore. Transfers are free within a market; longer-
distance transfers include a charge to cover transporta-
tion costs.
■Currently, approximately 20% of our vehicles sold are
transferred at customer request, and more than 20% of
retail sales are initiated through our Internet sales
process.
Guaranteed quality Easy vehicle transfers