Online application - questionnaire and real scenario questions. If successful with scenarios you have the option to book an interview. At the interview I was invited into the interview room where I was told there was going to be a short roleplay where I was briefed on what to do. I was given a booklet of items at M&S that included offers etc (food) and told that someone was going to come into the room and pretend to be a customer looking for a certain item that wasn't in stock. I was given a pen and paper and 10 minutes to make any notes on the booklet. It's best to use offers, especially if the person looking for the item is making a meal for many guests. Someone also watched the roleplay and took notes. After the roleplay that lasted about 5 minutes, both people left the room and then I was asked some competency questions.