The pay was always low by car industry standards and if you wanted to make a career of car sales moving to a traditional dealer was always necessary. But omni channel will make working at Carmax not even worthwhile. First, it's a horrible fragmented experience for the customer who will first talk to some minimum wage call center employee that knows nothing about the business. The customer will then be pressured into an "express pick up." With this option Carmax doesn't pay it's salespeople anything, instead trying to force low paid hourly employees to be car salespeople. If that fails the customer will arrive for an appointment, only to discover the car they thought was on hold for them wasn't, and all the time they spend on the phone was a waste of time because they have to be sat at a desk wherein the sales person has to go back over everything they discussed with the call center. For this great help the sales person looses half their commission and the customer is set up for a redundant frustrating experience. It sucks for the hourly employees being pulled outside their role for no extra pay, it sucks for sales people that are loosing half their paychecks, and it's frustrating for the customer.
