The Achievers Water Cooler

Deceased party

100

The Customer went through probate. What is needed to sell the deceased parties vehicle in Alabama?

What is 

Title

Death Certificate

Letters of Testamentary or Letters of Administration

200

What does a CX need to sell a deceased parties vehicle in AZ?

What is The seller is required to visit the local ADOT office to have the vehicle re-titled into their name before we are able purchase it.

300

In UT how many days do they have to wait to sell the deceased party's vehicle? Also what is needed to sell the vehicle?

What is 30 days, DC (Death Certificate), Survivorship Affidavit, and if there's a payoff you also need a Bill of Sale form 

400

What state can not purchase a vehicle in a deceased parties name?

What is NY

500

In CT if there's no executor or administrator of the estate of the deceased owner, what steps does the CX need to take in order to sell the vehicle?

What is the customer must go to the CT DMV and have the vehicle re-titled

Guided Actions

100

Why use Guided Actions? 

What is we want to provide every Customer with an Iconic Experience. Using Guided Actions creates a consistent experience for our Customers

200

Per GA what are the steps you take if the CX purchased under 6 months ago and  doesn't know their finance lender?

What is go to Order Entry -> Document Viewing; use customers first and last name to get their Customer ID #. Then select My CarMax to find the lienholder information.

300

If a CX says they want to purchase, should you create a CI before transitioning into discovery?

What is Yes!

400

If a CX calls in requesting an update on a transferred vehicle that is in the status "Arrived at store". What would you say to the CX? 

What is Great news, your vehicle has arrived at the store, but it stills need to go through a final quality check to ensure the car is ready for you. As soon as your vehicle is ready to view/test drive, we will give you a call/text to set up an appointment. 

500

Does CarMax Sell Vehicles with Open Unrepaired Manufacturer Safety Recalls?

What is That’s a great question and I can certainly understand your concern. Some of our cars may have unrepaired safety recalls. You can find out if a vehicle has an unrepaired safety recall by entering the VIN at nhtsa.gov/recalls. We want you to be confident in your purchase. After you select a car, our Consultants will look up if there is an unrepaired safety recall on the NHTSA website and review an AutoCheck report with you. We do this with all of our Customers. CarMax urges you to have any unrepaired safety recalls fixed by a manufacturer authorized repair facility immediately following purchase. 

Knowledgebase

100

What does "KB" stand for?

What is Knowledge Base

200

What are the first 6 boxes you see on the KB front page?

Working at CarMax

State Specific

Buying A Car

Selling A Car

MaxCare & GAP

Tip Guides, Aux Codes, and Scorecards

300

What's Fort Bend's fax number?

What is 281-232-7180

400

What's Gap Fax Number?

What is [phone]

500

What are the steps you take to get to the POA check list 

What is KB> Appraisals> Deceased Party information> POA check list

Resource Guide

100

What is the goal of the resource guide?

What is Empower our CEC teams with an adequate resource to support our Customer’s journey efficiently and effectively. 

200

Can a CX use the Used Clean Vehicle Tax Credit as a down payment?

What is CarMax Customers cannot currently use the Used Clean Vehicle Tax Credit as a down payment (Point-of-Sale Transfer of Credit). However, CarMax is registered with the IRS, so a Customer can potentially claim the Used Clean Vehicle Tax Credit on their tax return.

300

What is included in CarMax’s 90-day or 4,000 Mile Limited Warranty?

What is arMax’s 90-day or 4,000 Mile Limited Warranty (whichever comes first) guarantees coverage on all parts and labor for covered systems during the warranty period, with zero cost to you. The systems covered are: Frame and Body; Engine; Transmission and Drive Shift; Differential; Cooling; Electrical; Fuel; Steering; Suspension; Restraint; Brake and Exhaust Systems; Gauges; HVAC; Tires; Wheels. 

400

Should a CXA transfer a call to the BO if the Cx wants CarMax to apply for a Duplicate Title on their behalf? 

WHat is Yes Warm Transfer the Customer to the Store’s Business Office, ext. 6090. 

500

When a customer returns their vehicle, when is the refund check mailed out?

What is Any refund due back is typically mailed within 2 weeks of the return date