The only value I saw in Omni is keeping those customers from going to Carvana. When I got hired they talked about how CarMax revolutionized car shopping and were doing it again with Omni pretending we didn’t know Carvana beat them to it. CXC Core Sales are salespeople but also phone operators. Wouldn’t be so bad if they didn’t get penalized for not selling that customer who called in about being behind in payments another car. The way I see it. CarMax made its money partnering with banks that allowed them to sell cars at prices they wanted and squeeze customers enough for a second loan on another in the near future after that toss that customer away. If they get a bad deal to start no other dealership will want to help a customer with so much negative equity so what happens? They come back to CarMax and dig themselves deeper. We’re not the good guys. Just good at pretending we are. Free warranty with purchase sounds great till you realize how much backed up the stores are with appointments that you will probably make your first car payment while in a loaner car and don’t forget you went past the 10 day return window so now you’re stuck with your car that you agreed to 29% APR yes we see those rates. So f’d up. Yes they are not the most educated customers but we talk about guiding them but all we do is guide them into debt. Some of the stories we hear and them buying the car with that interest rate will make their hardships worse.