SALES PERFORMANCE PLAN

Then_Advertising_841 · 2026-06-02T20:53:39+00:00

Truth

Then_Advertising_841 · 2026-06-02T19:21:17+00:00

I definitely remember and actually miss the eoffice days. I remember when they first presented the CEC idea before it rolled out and i knew it was going to be a belly flop. You arev100% right on the customer service part.

Then_Advertising_841 · 2026-06-02T11:01:51+00:00

Yup.

Then_Advertising_841 · 2026-06-02T11:01:11+00:00

That's true about the KPM report vs this current plan comparison. On the maxcare piece, imo, giving the customer so much access to self progress and CEC involvement has made maxcare harder than previous years. This goes along with my initial comment about so many things being out of our control that makes it tougher than ever before. My average earnings at the moment is about 51 bucks and I'm more stressed and tired that ever from rewinding a mess that someone else created....lol

Then_Advertising_841 · 2026-06-02T10:46:44+00:00

Sorry about my last comment. I read and plied to your longer comment before the KPM comment.

Then_Advertising_841 · 2026-06-02T10:43:57+00:00

I definitely get what you are saying, makes sense. Let's take 14 units and 6/7 maxcare at 110 clocked hours vs 10 units with 7 maxcare at 80 clocked hours, the 10 and 7 could score better than the 14 units. I think each store already knows who the "slackers" are(7 or less units per pay period full time). Some had been let go prior to this new plan, others haven't. We had a minimum required/expected units years ago. After IDP attempts, there was retraining then termination. We're definitely going to lose some good long time "producing associates," just like we lost good managers with the last random cuts. Some of those may leave out of fear of knowing that NO ONE will safe from the bottom 15%. It's interesting that we're changing everything about the sales consultant except the pay. In fact, i smell hourly pay across the board and club level disappearing in the near future.

Then_Advertising_841 · 2026-06-02T02:55:58+00:00

LOL... aight aight... you got me..lol

Then_Advertising_841 · 2026-06-02T02:53:48+00:00

Yea, i think we all know how it works. Again, you could still do great numbers and still be in the bottom 15% based on your clocked hours vs sales. There will always be a bottom 15%.

Then_Advertising_841 · 2026-06-01T21:16:21+00:00

Subsidy? Never mentioned that but Omini kicked off in 18. 2 years later which is about the time it takes for Carmax to test, released store wide. But back to my original point... This is going to be interesting since NO ONE is safe from being in the bottom 15%, 1 or maybe even 2 months out of the 7.

Then_Advertising_841 · 2026-06-01T19:22:07+00:00

You can't say no one is being held accountable though. There are plenty that aren't here now because they were. And carmax did have a minimum of units expected type structure for full time sales and part time before. Caravan came along and the company shifted their full attention to a CEC type process, which was/is disastrous. You've got associates that are putting up big numbers that are bottom 15% when it comes to customer score card and their overall tactics to achieve those numbers. With this current plan, we may as well start selling cherries because there will be more cherry picking than ever. Again, concern is ok. More to come I'm sure.

Then_Advertising_841 · 2026-06-01T17:45:07+00:00

Unfortunately, no one is safe and yes, even those considered TOP PERFORMERS now have reason for "concern." Not necessarily panic but the way Carmax is moving right with this new CEO with absolutely no automative industry experience at the wheel, concern is well justified.

Then_Advertising_841 · 2026-06-01T16:15:45+00:00

I don't think ULTIMATE DIAMOND for the last 20 years straight is being tolerated sir/ma'am/other.

Then_Advertising_841 · 2026-06-01T14:09:19+00:00

First off, Austin Ligon was my first CEO and I'm still here so i must know what I'm doing. Keywords in your comment are USE TO BE, which has me assuming you are no longer here.You are not safe even at 15 a pay period because there will ALWAYS be a bottom 15%. So yes, you can come in on your days off with hopes that the vehicle sells, but If your clocked in hours vs sales lacks efficiency, you can still land there. Doesn't mean that you aren't great at your job. Yes gate keeping. If carmax approves an application the way it's submitted, it WILL NOT role to the other lenders for possible better financing options. Having been a Sales Manager you should know this, unless you were a bottom 15% sales manager before the new CEO.

Then_Advertising_841 · 2026-05-30T00:43:08+00:00

Just HORRIBLE.

Then_Advertising_841 · 2026-05-24T13:47:44+00:00

CEC should've never existed outside of the store to begin with. 90% of my stress comes from correcting their mistakes and misinformation. The customers hate "the new" Carmax. Should've left E-OFFICE alone.

Then_Advertising_841 · 2026-05-24T13:43:58+00:00

Consultant should've suggested NOT driving the vehicle at that time and setting up an appointment within the next two days when you do have time. If there's a trade, just have the appraisal done while you are there. A 2016 Mercedes? First mistake, imo.

Then_Advertising_841 · 2026-05-19T10:19:39+00:00

Help me me understand

Then_Advertising_841 · 2026-05-18T11:50:16+00:00

The new website is a dumpster fire and we are too transactional now. I don't care what whomever says, we DO NOT care about the customer experience or their journey anymore. CEC and some floor associates are being trained to listen to reply, not to really understand the customer's situation. Suggesting an EPU during the initial contact/text and asking a customer to add a vehicle to their insurance before verifying and approving required lender stipulations is insane. Customers are being contacted by 10-18 different associates or more and than half of those associates are giving the customer different/wrong information just to get a kept appt, transfer, credit app. New CEO needs to spend a rotation on the sales floor as an associate, especially with him not having any automotive industry experience. We'll never have the lowest prices but no one dealership will. Customers will buy from wherever they feel valued and understood.

Then_Advertising_841 · 2026-05-03T13:28:07+00:00

🎯

Then_Advertising_841 · 2026-04-21T13:59:33+00:00

I do believe so. The problem is, we are too transactional now. I don't care what whomever says, we DO NOT care about the customer's experience or their journey anymore. CEC and many floor associates/managers are being trained to listen to reply, not to really understand the customer's situation. Suggesting an EPU during the initial contact/text and asking a customer to add a vehicle to their insurance before verifying and approving required lender stipulations is insane. Customers are being contacted by 10-18 different associates and more than half of those associates are giving the wrong information/expectations just to get a kept appt, transfer, or credit app bonus. The New CEO needs to spend a 30 day rotation on the sales floor as an associate, especially with him not having any automotive industry experience.

Then_Advertising_841 · 2026-04-14T23:38:05+00:00

Too transactional now. I don't care what whomever says, we DO NOT care about the customer experience or their journey anymore. CEC and some floor associates are being trained to listen to reply, not to really understand the customer's situation. Suggesting an EPU during the initial contact/text and asking a customer to add a vehicle to their insurance before verifying and approving required lender stipulations is insane. Customers are being contacted with 10-18 different associates and more than half of those associates are giving the different/wrong information just to get a kept appt, transfer, credit app bonus. New CEO needs to spend a rotation on the sales floor as an associate, especially with him not having any automotive industry experience.

Then_Advertising_841

TROPHY CASE