Purchasing a vehicle is a centuries old task that has changed nearly every decade and according to Mark Rikess from WardsAuto buying a car is often not enjoyable and features painful exchanges with sales staff. Now though, in place of that old way of doing things, Rikess claims consumers desire to speak with informed and professional staff.
The issue, however, is that “true professionals” are getting harder to find and consumers have gradually grown more impatient with brick-and-mortar shopping in general, so more customers are looking for a shopping experience that require less haggling and less time at a dealership.
Car dealers are constantly trying to find ways of appeasing customers, and CarMax is working to make the buying experience better for them. The transformation of the car-buying process has been rather slow in comparison to other industries, but things seem to be ramping up for car buying in the new “digital age.” CarMax, known for its success in the used car sales business, has brought its offering called “home delivery” into the Atlanta area, which partially entails a salesperson bringing cars for test drives to customers’ homes or offices with no obligations.
CarMax is hoping its new program is very appealing to prospective car buyers, as it requires no time in a dealership at all is that’s what the buyers want. The process prides itself as being “simple,” as there are only four steps that can each be done at home or work.
A customer can first browse for a car on CarMax’s interactive website and then request a call about it. A specialist will call the customer to discuss all of the financing options available, as well as a trade-in, if applicable. To get an appraisal on a trade-in, the customer simply takes a few pictures and fills out some information regarding the trade-in. A specialist will then bring the new or used car to the customer’s home or office for a test drive, and if the customer wants it, the paperwork is already prepared to be signed in the “mobile office.”
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