How to use the ‘STAR’ technique when answering job interview questions

Common types of interview questions are behaviour or competency-based questions for which candidates are usually asked to talk about a previous experience or a hypothetical scenario. These questions usually begin with ‘tell me about a time when’ or ‘what would you if’. A strategy you can use to answer these questions is the STAR technique.

What is the STAR technique?

The start technique can help structure your answer to a behavioural or competency-based question. These questions are open-ended and involve a bit of storytelling so it is easy to go off track. Using the STAR technique can help you stay focused and ensure you answer the question effectively. So let’s break down the STAR technique: 

S – Situation

Start off by describing the situation to the interviewer has some context. Explain the team or people you were working with, when and where the situation took place and if applicable the project team are working on.

Keep this bit concise and only give what information the interviewer needs to understand the situation. It can be tempting to want to give out as much detail as you can remember but try to stay on topic.

T – Task

Next, you should explain the specific task you were given and by whom. Make sure you focus on what your specific responsibilities and goes were. Be careful you don’t get mixed up with the action part of your response (which comes next). Here you should focus on what you were asked to do before moving on to explain what you actually did. 

A – Action

So you’ve explained the situation and outlined what you had been asked to do. Next, it’s time to explain what you actually did. Explain exactly what you did to solve the problem, deal with the situation, what was part of a team or whatever it was that you had been tasked with. Did you involve other people? Did you use any of your skills? Hear the interview was looking to see how you use your skills, knowledge and experience to assess the situation and come up with a solution

R – Result

Finally, you should explain the end result. What was the outcome of the situation? Did you solve the problem? Was it the result you wanted? Explain the impact of your actions and how this positively affected the outcome.

You should also explain what you learned from the situation. What worked particularly well and was there anything you would have done differently? What key lessons did you take away? 

Tips for using the STAR technique 

• Prepare a couple of examples before the interview 
• Choose an example that has a positive outcome
• Keep your answers on track and avoid going off on a tangent about unnecessary details
• Avoid criticising your former or current employer
• Do not exaggerate or lie 

Example 

Tell me about a time when you dealt with a difficult customer 

When I worked in a clothes shop, a customer visited the store to make a complaint. She was angry because she had visited the store earlier to purchase a t-shirt however the sales assistant accidentally gave her the wrong item. My supervisor asked me to speak to the lady and resolve the situation. 

I immediately apologised to the customer and asked her to explain what happened. After the lady had explained the problem, I acknowledged that it was our mistake and swapped the item for the correct t-shirt. 

However, the customer was still unhappy and explained that she was annoyed that she had had to travel back to the store for something that was not her fault. I apologised again and assured her that I would address this with the staff and make sure they knew to check each item was correct. I also gave her a £10 gift card and invited her to ask for me personally if she ever returned to the store. This seemed to work and she left the store a lot happier. 

A few weeks later she resisted the store and when she saw me she came over to thank me. It was great to know that I had encouraged the lady to remain a loyal customer. 

Why is this a good answer?

In this answer, the person immediately set the scene and makes it clear what they had been tasked with. They also demonstrate key skills – active listening, empathy and taking ownership of a problem – which are important in the retail industry. Plus, the person also explains the positive outcome for both themselves and the customer. 

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