Financing/Stipulations
How Many lenders is Carmax currently Partnered with?
9
Who is our newest POD 1 Senior Manager and what was his previous role
Victor O Rivera | LGM Lancaster
How would you confirm a transfer fee refund was completed using CMS (Share screen and complete walkthrough)
CX: Tirza Carroll
Stock:20976324
CMS > Queue > Search > CX Name
Customer calls to follow up on their stipulations, but CI notes show DNDB 😥
Partner in the POD Chat, Manager or lead will review the CI and deliver the DNDB Script
What Famous rappers name is Calvin Broadus?
Snoop Dogg
If your Customer has Proof of Insurance as a stipulation, what are the requirements?
Maximum Deductibles: $1,000
Covered Driver or Primary must be listed
VIN Specific & Lienholder must be listed
What has been your favorite moment with Carmax so far and why?
NO WRONG ANSWER ❤
A customer is calling into follow up on a delayed transfer, expected arrival date was Yesterday. What system(s) would you use to determine the carrier and time stamps for this transfer? (Screen Share and show)
Order Entry | Transfer Summary
Your hungry and need snacks
Let Erin know
Vodka and orange juice make up what cocktail?
Screwdriver
Customer with an international DL, wants to test drive/purchase a vehicle in the state of PA ! Can they do so? Where would you look? (Show using workday)
No 😪. PA does not allow Customers with an international DL to purchase or Test Drive.
How many vehicles has Carmax sold so far in 2021? + or - 25,000 from answer will count
750,000 and still counting 😀
How would you determine if a vehicle has a walkaround history and what are the benefits of checking each time prior to initiating a transfer (screen share and show)
Order Entry | Initiate Transfer | Walk around History
Customer shares that they'll be using the vehicle for Uber !
Continue to deliver an Iconic Experience and build confidence in the Customer vehicle choice. After explaining our Commercial use policy,Walk the CX through next steps (outside financing) and commit to follow up.
In California, you can't legally buy a mousetrap without having what?
A hunting License
Customer receives Social Security Disability as income and is Stipped for POI, what will satisfy this stipulation?
Most Recent Awards Letter & 3 Months of Consecutive Bank Statements
Carmax has won this award for 17 Consecutive years
Fortune 100 for Best companies to work for #36
What information can be found on IMS?
Current Vehicle Location | Inventory or Customer Transfer | Destination location if being transferred
Customer tells you they have a pre approval through BOA
Send Document Center Invite | Customer Uploads BOA Pre approval | Partner with lead/manager to manually enter approval | Present approval
What is the number one seller at Walmart
Bananas
What Factors determine a Customers Credit application Approval?
Customers Credit Profile
Vehicle Make Model Year
Down Payment
Debt to income ratio
What are the 3 questions every Customer gets on their Iconic Scorecard Survey? (Daily Double)
Simple & Seamless: Your Experience with Carmax was simple & Seamless
Feel Valued: Your Consultant valued you as a Customer
Feel Confident: You felt confident purchasing your vehicle from Carmax
Transfer vehicle arrived at the destination location, but it has not yet been made saleable. What are your next steps to determine what needs to be completed for this vehicle to go Saleable? (Screen Share and show for any store)
Sales Manager Workbench, Review notes and determine if next steps are PATH or ERO. If PATH, Proceed to review and partner if needed. If ERO, partner for next steps.
Role play an Iconic Greeting | Use the following "Simple and seamless" "Feel Valued" & " Feel Confident" (Double points)
Group Calibration
With pointed fangs I sit and wait; with piercing force I crunch out fate; grabbing victims, proclaiming might; physically joining with a single bite. What am I?
A stapler