Cosmetic Standards
How many 1/2" or less dents per panel not repairable by PDR?
5
Mechanical standards - Structural
Surface rust on the frame or undercarriage... Does this meet CarMax standards?
Meets our standards, surface rust is considered a cosmetic condition and is not structural damage
How soon should a customer be greeted upon arrival?
Within 15 seconds
Expresses pride and enthusiasm for CarMax
Courageous Leadership
What year was CarMax founded?
1993
How much of a headlight may be covered by oxidation?
25%
Internal - recon vehicles not under factory warranty, What do you do with a unit that needs an engine replacement?
Kick to wholesale
How soon after check in should a waiting customer be kept informed of their vehicle repair?
Shares information with the right people in the right way
Communication
The last 4 digits to a DOT number (data code) means what for the tire?
Manufactured week and year
Textured panel, How many indentations are allowed? Up to what size/length?
Up to 3 indentations up to 6" in length
All wheel drive / 4 wheel drive... tire wear variation must not exceed what measurement?
3/32
How soon should 90 day customers be scheduled for service?
Within 3 business days
Displays dependability and reliability
Results Focus
How many years has CarMax been a Fortune 100 company?
21 consecutive years
What is the repair method for cracked paint if within scratch / chip standard for allowable size?
Chip out method
What is our preferred parts vendor list in order of top 3?
Advance
Worldpac
Keystone
What 5 pages are required to fulfill a compliant loaner agreement?
Loaner vehicle agreement form (Signed)
Vehicle walkaround (Signed)
Copy of insurance
Copy of Driver's license
Copy of open recall sheet (NHTSA)
Allows mood or the "rumor mill" to affect performance
Courageous Leadership
Best Value Used Cars
What vehicle has the largest depreciation gap from purchasing New versus Used per Edmunds Q4 2024 research.
BMW 7 Series - 63.9% depreciation
Avg New - $104,560
Avg Used - $37,772
If painted-on pinstripe is being removed, how would you treat applying labor?
It is apart of the Detail B or C, only if pinstripe is being installed do we use the Install Pinstripe labor operation.
A customer purchased a vehicle 2 years ago and now is experiencing a failed battery. During reconditioning (2 years ago) we replaced the battery with a DieHard Gold battery from Advance Auto Parts. How do we help the customer?
Defective Battery Warranties extend to our customers! RTV as a core through Advance and provide a replacement battery to the customer!
When are customers eligible for a loaner vehicle per the Loaner Vehicle Policy? (Given insurance is verified and vehicle cannot be completed in one day)
First 10 days of purchase (Everyone)
11-90 days of purchase with MaxCare purchased
11+ days with no MaxCare = No loaner
(Partner on exceptions!!)
Lacks a sense of urgency when solving problems
Analysis and Decision Making
What is the most expensive vehicle in our nationwide retail inventory right now?
2023 Porsche Cayenne GTS Coupe
$99,998