At CarMax, you might encounter a customer with a complaint or an issue. Describe a time you had to handle a difficult situation with a customer.

"I know that as much as we strive to meet or exceed customer's expectations, there are times when that doesn't happen. I believe that being a good team member means not only abiding by all of the rules and policies of the company but living according to their values while attempting to solve a guest's problem. I've been in situations in the past where customers were angry with me or the company, but I have found that if I listen patiently, do not take their criticism personally, and work with them to find a solution, then most of the time they leave satisfied that someone cared."

"I believe most customers just want someone to hear their complaint. In my previous position, when a guest was upset, I remained engaged and understanding toward them. If I could solve their issue without violating company policy, I tried to do so. If I couldn't find a solution to the problem personally, I would work with my manager to make sure the customer left happy."