This is from a current CarMax employee who has worked in several of their used car departments.
Sales - The sales people are actually pretty well trained, but there are still those that don't have a clue to what they are doing. The longer they go in training, the better for them. $12.00 an hour isn't bad for 40 hours a week for training. Oh, and unless the new person sells 4 cars within a two week period, the "mentor" who trained them gets nothing extra. An actual sales person gets paid per unit - not commission! $150.00 flat rate per car they sell. An extra $50 if they get you to buy the warranty and an extra $50 if they buy your car (only depends on the spiff of the month). Any accessories that you purchase, they get part of that. Sales persons have been paid that amount since the inception of CarMax.
Business Office - These are the people who do all your paperwork (the $149 processing charge). They, too, are pretty well trained. But when it comes to what is on the paper work, most don't have a clue. You ask them questions and they end up with the deer in the headlights stare.
Sales Managers - The people you really love! 95% of the sales managers are promoted via the "good old boy" network. They don't have to have been a good sales person, just have friends higher up. Training? Yeah, right. They follow another sales manager around for a few weeks and they are cut loose. Most have ZERO people skills. Their pay is a flat rate salary - usually about $50k, with bonuses paid IF the budget for the day/week/month is made.
Mechanics - These people, for the most, are pretty good. They actually get paid to find problems with your car! That's right - they get paid when they find "problems" with your vehicle!
Buyers - Odd name, but these people are the ones who will appraise your vehicle. They are graded on how many vehicle they buy. Regardless the price they give you. 1 - Do NOT expect to get Kelly Blue Book for your car, it isn't worth it according to them. 2 - Do NOT expect your appraiser to be knowledgeable about your vehicle. Most are taught just what to look for and nothing more. 3 - Unless your vehicle is bought as a wholesale car, you WILL see it put on the front lot for $5-6,000 more than they gave you! Sorry!
Service Personnel - When you drop your car off for service, these are the people who you talk with. They are some of the "best"! The more work that they can have done to your car, the more money THEY can make! Something as simple as a "diagnosis" puts some sweet money in both CarMax's and the service personnel's pocket! $70 for a diagnostic to tell you your battery is dead!
Paint/Detailers - Some of the lower class of CarMax. Can you operate a vacuum cleaner? Can you wash a window? You are hired! Get those cars prepped and out on the lot NOW! It's OK if the paint isn't completely dry or there is overspray, just get that car to the lot!
Upper Management - This would be the Service Manager, Assistant General Manager and Location General Manager (aka LGM) - Real cream of the crop! These people make life miserable for everyone! If budgets are not made, they don't make money, and if they don't make money, no body is happy! Human defecation makes sudden impact with the rotating oscillator! I am not kidding when I tell you that you WILL be threatened with termination if your sales are not up!
Don't get me wrong, I love my job here, we are not as slimy as regular used car salesmen, but we have a lot of faults within our own company.
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