CarMax advertises that they are "Committed to positive impact. Our associates are key to providing an iconic experience where every customer feels welcome and valued. Our success today is only possible due to our associates who deliver our exceptional customer experience and live our values every day." As in any retail environment, you'll engage with a diverse group of clients. Your interviewer is trying to assess your cultural competence, whether you experience difficulty overcoming bias and preconceived notions, and whether these would hinder you from delivering an outstanding customer experience. In other words, they want to make sure you can effectively represent their brand according to their values.