I work as a sales consultant at the Buena Park Carmax and I"˜m going to tell you what is happening at my store. Starting at the top, Troy the LGM, he will let anybody do what they want as long as the store meets budget each day.
He walks around the store all day and will try to intimidate everyone to do more. It does not matter what department the person works in at Buena Park, he just wants to get the cars ready to sell and sell then with problems or not. I often phone my customers only to be told that Troy has already phoned them and put pressure on them to buy the car they are only interested in. Next the Sales Managers, this group will let me do whatever I want as all they want to do is meet Budget each day.
The managers can nearly double their salary's when Budget is meet. These managers will only help me at certain times because they are too busy playing games on their phone or just chit chatting with their group of friends in the store. About half of the customers coming in the store just want an appraisal. The appraisals are free and could take 30 minutes.
They normally take from 45 minute and more!! The Buyers will do a good job looking at the cars but the offer will be low. It's common to be offered $8,000 for a car when Carmax has an identical model with the same mile and options on the lot for $16,000. Most customers have looked at Kelly Blue Book and have an idea of what their car is worth as a trade-in.
I know we have to make a profit, have reconditioning to do but the difference is hard to explain. Customers are the people who put the money in my pocket and the more I see the more I earn. If a customer only wants to look at cars on the lot, I will leave him on the lot and go and find another one. I know I'm not meant to do that but the Sales managers let me get away with double engaging.
I love Spanish speaking customers though, as I can talk to them and say what I like and steer them where I want them to be if they want to run a credit application. I can be creative with their credit application and if I get CAF approval they drive off in a car no questions asked. The quality of the cars coming from the service department to the lot to be sold is OK at best and I always have the "it's a used car" excuse if customers question the problems!!
I dread it when I start a luxury car because if it has been filled up at a Carmax location, there is a good chance it had the gas that has come from the "dealers auction" cars. Customers don't realize what is going into the gas tank when Carmax fills up their cars for them, it is a mix of gas from the cars going to our Monday auction that are drained, mixed together, so there is 87 grade, premium, old and a little diseal mixed together but it is FREE.
Product or Service Mentioned: Carmax Trade-in.