Call Opening
Which of the following is not apart of the call opening:
-Brand CarMax
-Verify CX address
-Thank the CX for the work they have done so far
-Identify the purpose of the call
-Verify CX address
this would be done prior to discussing financing results
True or False:
If the cx has their down payment on the prequal, we do not need to confirm their budget?
False
Please overcome the following objection
"I would rather do a traditional appt to test drive"
The answer is up to manager discretion
Possible answer:
-Do you mind if I ask, what is your hesitation?
-Mention benefits of time saving with epu, 30 day LYCG, 125 pt inspection
My cx sold their car to CarMax three weeks ago, now they want it back, should I transfer them to the store?
no, the car is gone.
Our Appraisal Process and our Sales Process are two separate transactions. Although a Customer is able to return a vehicle, they purchased from us, the Appraisal Transaction is not applicable for a return.
Is a drivers license needed to purchase?
If the cx is financing, the primary driver must have a license.
If they are not financing with us, it would be state specific.
True or False:
If we get disconnected from a CX and have to call them right back, we do not have to state the outbound disclosure since we already did on the previous call.
False
What is the following an example of:
"What has you in the market?"
Situational Question
Please overcome the following objection
"I do not think I will sell my car, it is old and may not be worth much"
The answer is up to manager's discretion
Possible answer:
"One of the great things about CarMax is that we will buy any vehicle in any condition! I suggest you do an appraisal just to see what it is worth, as it could add to your down payment!"
If your cx needs to know the full out the door price for their vehicle, including all taxes, titles and fees... are we able to get them this info?
Yes, provide cx with a buyers order
Is Gap available in every State?
No, Gap is not available at CarMax Stores in Colorado, Indiana Massachusetts, New York, South Carolina or Utah.
What is the following an example of:
"Do you mind if I ask you a few more questions to better understand your situation?"
Gaining buy-in prior to transitioning to discovery
If a cx says they are calling to sell their car only, what is first probing question we should ask?
What are your replacement plans?
Please overcome the following objection
"I am going with outside financing"
The answer is up to manager discretion
Possible answer:
I recommend we go ahead and do a finance application today to compare offers! This way you can avoid any back and forth with your lender and get everything completed in one place and leave with your car at your test drive appointment! We also offer 3 for 3, if you change your mind you have 3 days to switch to outside financing with no penalty!
Is this a successful recommendation and why?
We can either do a finance application now, or you can do it in store? what do you prefer?
No, This is a passive recommendation
"I recommend we go ahead and complete the finance application now to save you time in store, so you know your budget and so you have time to gather documents"
My Customer is requesting additional pictures of vehicle, can you send them to me?
We do not take additional photos of vehicles for Customers.
Some insurance companies require photos of the vehicle before issuing a policy.
Note: vehicles are posted to the website early and will say photos coming soon. There is nothing a Store can do to get photos to you earlier. We need to wait until they are uploaded.
What areas of compliance are graded during the call opening?
Outbound disclosure and customer identification verification
(stating both the cx first and last name, if you are unable to pronounce the name, have the cx confirm their first and last name)
What are the 3 categories of probing questions to be asked on every call?
-Shopper discovery (vehicle interests ect)
-Financing discovery
-Appraisal discovery
Please overcome the following objection
I want to wait until my transfer arrives to do my VSA, I do not want extra hits on my credit
The answer is up to manager discretion
Possible answer:
-Do you mind if I ask what is your hesitation?
-I recommend we complete the VSA during the transfer process, this way you will have time to gather any necessary paperwork, decide on the lender that best fits your situation and you will be aware of the exact terms and payments. As far as inquiries, all will consolidate at the time of purchase!
When is the insurance binder needed and when is it okay for the cx to upload an insurance card?
insurance binder is only needed if the cx is stipped for proof of insurance.
Why is the amount of payoff not the same the Customer quoted?
Your cx will need to speak to their lender for details.
There is often a difference in what a Customer will see as their balance on account versus what the actual payoff is. There is often interest that has to be calculated into the payoff amount. There also may be adjustments to accounts like a return check, cancelled payments or other misc. fees that need to be calculated in.
What is wrong with the following call opening:
CXC: Hi, am I speaking with Ryan?
CX: yes?
CXC: Hi Ryan, this is Grace calling with CarMax, how are you?
CX: good
CXC: awesome! I was calling about the results of your pre-qualification, was now an okay time to talk?
CX: yes
CXC: awesome! I have to let you know this call may be monitored... do you mind verifying your name and address?
CX: my name is...
-CXC did not brand CarMax in the first sentence
-Did not show appreciation
your cx says "I would like to stay around $300 monthly"
What is a good way to recap your cx budget?
"Okay, up to $300?"
asking "up to" helps if there is a need for future narrowing and expanding options.
Answer up to manager's discretion.
Please overcome the following objection
Kelly Blue Book offered me more for my vehicle, how do I know this price is fair?
The answer is up to manager discretion
Possible answer:
I understand your concern, One of the great things about CarMax is that we run the largest auction in the country, so we have the most up to date data on what vehicles are being bought and sold for! KBB is computer generated and just an estimate, the cx would still need to take the vehicle to a dealer to get it inspected.
If your CX is doing a VSA and is a 1099 employee, what is the best way to enter their income?
Gross Monthly Income
What is needed for a cx to sell their vehicle?
Basic items needed to sell a car to CarMax (some states may require additional documentation):
• Title and/or Account Information (Lienholder)
• Valid Government ID
• Valid Registration
• All sets of keys