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What is the STAR approach?

S-situation
T-task
A-approach
R-result

1

Interview Questions
Walk out on the lot and sell me a car.
also - why should we hire you and what do you know about CarMax

Role play selling (if needed), sell them a tv with home theatre for an example.

Why you should work for carmax, give info on the company's great reputation. Your looking for a career not a job but in other words.

2

How to sell them a vehicle (if needed)

they will also ask you about past work history as well as why you would make a good fit for this company and where you see yourself in five years with carmax if hired. After you have answered all of the interviewer's questions they will have you do an improvised car sale walk through with a car that's located in the lobby. Here you want to point out the cars features, let the manager sit in the front seat as you show them all of the cars features, open the hood explain a few things and open the trunk. If they like your interview as well as the vehicle walk through you should get hired.

3

How do you overcome sales objections (ie: I have to talk to my wife/husband first)

Sales objections could be overcome Just by offering a cheeper solution, or simply offering them an in store hassle free credit card with great financing options.

4

Question: Interview Question – Can you describe a time when you had to deliver a difficult message to someone on your team? How did you deliver it? What was the outcome? Answer Question

S-(situation) Associate gave away free propane gas.
T-(task) Give them a Final write up/with Action plan
A-(action) Informed Associate of action against them and set goals.
R-(result) Absolute correction of behavior, improved communication skills and no further incidence.

5


Tell me about a time when you had to go above and beyond the call of duty in
order to get a job done.

Situation: (u-haul) Labor Day 2nd busiest rental day on the year, customer was over booked by dispatch and lost there rental truck.
Task: finding a rental alternative so that customers moving day would not have been wasted, by company mistake, customer already had movers at old house and was paying them by the hour.
Action: I pulled out u-hauls truck purchasing inventory, contacted my DM, got permission to rent out a for sale truck, dispatch added the truck number back to inventory, then got it gassed up, then rented it out to the customer.
Result: Great Customer service experience, overall customer satisfaction scores got a boost, and I was able to retain a truck rental customer for life!

6

Give me a specific example of a time when you used good judgment and logic in solving a problem.

S*T*A*R* :
Situation-
Task-
Action-
Result-

7

Name a time when you made a promise you know you would not be able to keep.

S*T*A*R* :
Situation-Team Member at target asked if they could be taken off the overnight team after the holidays.
Task- rearrange dayside schedule to try to fit top performer into an open slot.
Action- request an open slot from Store Lead, all positions were already accounted for, so looked for alternative job openings in other areas of the business.
Result- Team Member was not able to switch to dayside, because there were no openings in that store. So called out to a local Target closest to team members home and found them a job opening for a team lead role, and then coached them through the interview process, and in less then a month, they landed the job and got a great pay increase.

8

Name a time where you motivated somebody else.

S*T*A*R* :
Situation- U-haul, Hitch installer had more the 5 years with the company and had already been maxed out on his pay increases. He felt under appreciated, lack of motivation.
Task- Observe his behaviors, talked with him about other positions available with more pay and benefits, then i put observations to the test by giving him a little more responsibility.
Action- Associate took it on because I gave him the confidence through positive reinforcement, and 'high fives', he continued to out perform his colleagues, and began to show great leadership skills.
Result- Associate landed a new role with more pay and benefits when I promoted him to assistant manager and to this day he it now running his own u-haul store as the top performing store manager of the marketing company.

9

Talk about a difficult customer or team member you have had, and how you handled them.

S*T*A*R* :
Situation-
Task-
Action-
Result-

10

Name something you have learned on your own, knowing it would not benefit you.

S*T*A*R* :
Situation-
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11

Name some risk you have taken, why you took them, and the result of taking them.

S*T*A*R* :
Situation-
Task-
Action-
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12

Negotiation Details – No negotiations for an inventory associate. They explained that various certifications would increase the pay, but starting rate was set.

S*T*A*R* :
Situation-
Task-
Action-
Result-

13

Tell me about a time when you had too many things to do and you were required to prioritize your tasks.

S*T*A*R* :
Situation-
Task-
Action-
Result-

14

Tell me about a time you were able to successfully deal with another person even when that individual may not have personally liked you (or vice versa).

S*T*A*R* :
Situation-
Task-
Action-
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15

• Tell me about a difficult decision you've made in the last year.

S*T*A*R* :
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16

• Give me an example of a time when something you tried to accomplish and failed.

use a navy example, and how you grew and ended up in a better place after that. (Maybe when you saved the guy as a rescue swimmer from a capsized boat, but failed to grab him at the right angle therefore injurying your right shoulder and being forced to choose another military job in combat camera.)

S*T*A*R* :
Situation-
Task-
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17

• Give me an example of when you showed initiative and took the lead.

When you had the corporate visit for Best buy, Brian was on vaction, ad set and running the department plus being able to answer any of their questions on the sales side of things.

S*T*A*R* :
Situation-
Task-
Action-
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18

• Tell me about a recent situation in which you had to deal with a very upset customer or co-worker.

The lady with the washer/dryer or dishwasher install that you fixed the situation, got them a new install date and happy clients

S*T*A*R* :
Situation-
Task-
Action-
Result-

19

• Give me an example of a time when you motivated others.

Maybe helping a coworker become motivated and move up to management.

S*T*A*R* :
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20

• Tell me about a time when you delegated a project effectively.

Every week at best buy with planograms, ad set, and exceeding budgeted sales.

S*T*A*R* :
Situation-
Task-
Action-
Result-

21

• Give me an example of a time when you used your fact-finding skills to solve a problem.

S*T*A*R* :
Situation-
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22

• Tell me about a time when you missed an obvious solution to a problem.

S*T*A*R* :
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23

• Describe a time when you anticipated potential problems and developed preventive measures.

S*T*A*R* :
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24

• Please tell me about a time you had to fire a friend.

S*T*A*R* :
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25

• Describe a time when you set your sights too high (or too low).

S*T*A*R* :
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