PsP.txt

Speaks positively & passionately about CarMax & product; Makes ownership statements "At CarMax, We..."

Maintain a positive & upbeat demeanor from customer to customer

Demonstrate self assurance in resiliency; bounces back from rejection

Adapts to change, varying situations, & people of all types

DERAILER: Takes a neutral approach about CarMax "We have financing" instead of "We work with the top finance companies"

DERAILER: Pre-judges situation without taking the time to find the answer; assumes customer situation

Builds and maintains strong relationships

Pitches in to help as needed

Cooperates & works well with others resolves conflict in a positive manner (split etc.)

Partners with others to meets customer needs

Supports & praises others

DERAILER: Shows frustration lacks diplomacy when working with other Associates for functional departments

DERAILER: Remains isolated, does not to reach out to others

Ask questions to go to build social conversation "Where did you grow up?"

Looks for "connection cues" to establish common ground; takes advantage of the opportunity to learn more about the customer

Adapts process to customer's likes/needs

Seeks to fully understand and meet customer needs

Works in the best interest of the customer; makes and keeps commitment

DERAILER: Misses opportunities to build a relationship: "I see you have a bike rack, I love to bike too...

DERAILER: Goes through the process in a robotic manner; doesn't make it interactive or fun

Demonstrates active listening skills; listens closely & allows customer to speak

Paraphrases what the customer says; confirms understanding

Watches for & acts upon nonverbal cues; demonstrates interest with nonverbal communication

Uses voice inflection to convey meaning

Writes clearly & effectively

DERAILER: Interrupts the customer or downloads information

DERAILER: Fails to ask probing or leading questions

Uses all available tools, systems, and resources

Understands and communications true scope of CarMax offer and vehicle quality (125+pt. Inspection, 5-day MNT,ESP, selection, quality, price)

Knows the current inventory; knows the features and benefits of popular models

Stays technically savvy and up to date on industry trends

Knows and applies CarMax technical information to the process

DERAILER: Overlooks the need to use resources (e.g., carmax.com, brochures) to find the answer for the customer

Fails to explain the CarMax difference to customers

Recommends the right product for the customer

Explains the benefits of a recommendation (e.g., why the customer should take the recommendation what's in it for the customer; how it meets their needs)

Empathizes; normalizes customers concern

Anticipate and overcome objections

Explains how easy it is to take the next step and how most customers choose to take those steps

DERAILER: Fails to identify customers hot buttons and tailor approach accordingly

DERAILER: Progressive through process without creating a sense of urgency; misses chance to say, "This car could be gone tomorrow"

Follows up and stays in contact with the customer

Hit goals and monitors progress on goals

Recognizes own development opportunities and seeks ways to improve skills; evaluates effectiveness of new techniques

Maintains high energy and stays productive

Organizers work; prioritize and manages time well

DERAILER: Gives up in the face of obstacles

Disregards process or plays games with the numbers to achieve a short-term result