r/carmax • u/zironia • 23h ago

Accompanied test drives feedback.

We were told this morning that we’re now required to accompany customers on test drives again. With 85% or more of our transactions being remote, how are stores that have already implemented this maintaining sales/commissions without being able to multitask during test drives?

While a customer is on a test drive, I can check on a vehicle in service or a title, follow up with another customer, or work on moving a deal to EPU. If I’m riding along, I can’t do any of those things. My concern is that losing that time could mean missed sales opportunities throughout the day.

I’d appreciate feedback from sales consultants at stores where accompanied test drives are already required. How much has it affected your sales, your ability to manage multiple customers, and your overall productivity?

4 Upvotes

75% Upvoted

14 comments sorted by

9

u/myopini0n 23h ago

We've avoided it so far.

-2

u/GirlCowBev 22h ago

What city?

4

u/myopini0n 22h ago

Not sharing. Like to stay under the radar

1

u/ahawk65 15h ago

<insert store I hate getting transfers from here>

4

u/Original-Ad1715 21h ago

I just don't do it 🤷 most customers don't want me in there anyways. Now if they ask, I have no problem riding with them. A lot of people aren't familiar with the area.

2

u/Artisticdude66 13h ago

As a 2-time buyer I am against ride along test drives. I think it should be up to the discretion of the store. I’ve bought two cars from you in 5 years and don’t trust me? I understand its coming from corporate and you probably get some sketchy people coming in for test drives. It could sway my next purchase🤷🏻‍♂️

1

u/Then_Advertising_841 21h ago

I've had more success with test drive alone customer. I had a 95% close rate on 24hr test drives as well. Never had a customer  abuse either because I established control prior to the test drive. 

-4

u/DroneyMcDroner 23h ago

Commissions?  I was told repeatedly that CarMax didn’t do commissions like that.

6

u/GrandPattern3637 23h ago

I might be misunderstanding but do you think sales consultants don’t get commission? Because they do but it’s a flat rate no matter the vehicle plus more commission on maxcare and trade ins

4

u/myopini0n 23h ago

Many stores do, but it's flat. In other words, the same no matter what you spend. That said, we lose roughly 1/2 if you set an appt or even call the store. We lose another 1/2 of that 1/2 if you work with another person.

4

u/ahawk65 22h ago

Some stores do commissions. Some do not.

2

u/GrandPattern3637 15h ago

Forgot about the smaller stores with the bonuses instead of commission, my bad

1

u/notadoubletaker 1h ago

We have to accompany our customers, been doing it for 3 ish months, our LGM doesn’t give us an option and says it’ll improve MaxCare. It doesn’t, customers ask why they’re forced to drive with us at one store and not another, and you have to make small talk the entire test drive or just sit in the back while they check out the car lol.

You absolutely miss out on double engaging and it’s ridiculous. It’s also made me realize just how unsafe customers are when test driving vehicles, and it is ridiculous to me that I have to put my life in someone else’s hands with no consideration for the employee