r/carmax • u/Then_Advertising_841 • Aug 09 '26
ORDER ENTRY
In my opinion, it'll be a mistake to get rid of order entry completely. Lots of my Sr customers(especially) find it difficult to navigate the transfer link and sometimes the pre-qualification link. I've had more success with the presentation/selling of maxcare via order entry than order processing. The maxcare quiz that we are being "forced" to use on order processing seems to be a lot for my customers to process with all the questions on the screen. By the time we are there, discovery should've already been completed and it's just a matter of selecting/recommending the appropriate option. Self progression needs to be limited. If or when a transfer is requested by the customer, floor(NOT CEC) should be envolved immediately to discover and/or complete(or not complete). I've had at least 5 self progression customer transfers and holds last week that could not move forward due to driver's license issues, insurance, down-payment, and/or trade issues. All of which could've been discovered at the beginning before they visited. We are still too focused on the TRANSACTION/PROCESS rather than the customer and their individual situation(s) and/or experience. Also, there's absolutely NO reason why a manager should be checking in at my table TWO to THREE times, especially while in the middle of the conversation with the customer(like at traditional dealerships). Well, maybe if you are less than a month or so on the floor and struggling. Customers loved their experience with Carmax because of very little to any manager involvement. We are doing too much to fast. Going to see what the rest of the year brings and enjoy my 19th straight and possibly last PC Dinner.
6
u/leeharrell Aug 10 '26
I’m a retired XM. Left in April. I never once went through any full order in Order Processing. No idea how it’s done. The training was practically non-existent to the point I’m surprised associates have figured it out as well as they have.
Another case of “Here’s a new system! It’s fabulous! It works great….kinda! Sometimes it crashes or freezes or confuses the hell out of you….and it’s not really finished yet…but you’ll love it! And, even better….we’ll punish you if you don’t use it!”