For the most part CarMax has already used the FAME method while communicating with its employees about what was going on. The CEO communicated with shareholders and employees to get the point across. He laid out the plan to the employees of how they were going to face the tough time. He made it clear how each employee was going to fit into the equation and what must be done to make it work. He made sure that those that weren’t able to stay with the company were taken care of which gave the rest of the employees some peace of mind about staying with the company throughout the rough period. The Company had a clear focus for what they wanted the employees to think and do.
2. Create a communication policy for CarMax that incorporates all four elements of the FAME method.
When communicating with employees maintain a clear focus on what you want them to think about the company. Always keep a positive attitude and never talk down about CarMax or its policies. Create a slogan that employees can remember and repeat so that it is instilled into their brain every time they have a question about the company’s objectives or goals. Always keep a positive attitude and outlook regardless of the situation. Your attitude reflects leadership. Lead and show your employees how it is done. Keep employees engaged so that they know where they fit into where the company is going.
3. What are non-verbal methods by which CarMax sales representative can communicate its commitment to customer service and integrity? They can keep a friendly attitude, keep good eye contact with the customer, be attentive and acknowledge the customer. Follow through with whatever the customer needs. Make the customer feel welcome and grateful.
4. How would you design a training program to teach communication methods for the sales associates? I would...