CarMax, the biggest used car retailer in the United States, is preparing to allow consumers to avoid the usual pitfalls of going to a car dealerships including financing and home delivery.
CarMax is supporting the expansion of its omnichannel sales experience — which describes buying a car online, by phone, text or email, in-store or a seamless combination of those methods — with the opening of three customer experience centers in its fiscal year that ends Feb. 29, 2020, said CarMax chief executive officer Bill Nash.
Customer experience center associates will assist customers with car shopping and financing until the customer takes delivery of their vehicle at a CarMax store or at their home or workplace, the company said.
The first center is planned for metropolitan Atlanta and is to open early in the company’s second fiscal quarter which started June 1, Nash said. A second center will open in July in Olathe, Kan., near Kansas City, the company said. Details of the third center opening had not been announced by late May.
CarMax began piloting omnichannel sales in its Atlanta market in December and expects the new-sales experience to be available to the majority of its customers by the end of February 2020.
Customer experience centers will serve multiple states, and the Atlanta location will support the next phase of the omnichannel rollout which will include CarMax stores in Florida, Nash said.
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