I applied online. I had to go through some multiple choice questions assessment and then another assessment with flash video describing a scenario and below some answers, which was easy. Some of them I was able to choose without watching the video. After my success in those two assessment, I had been told to choose a date and time for a role play interview. The role play interview is one by one interview. It means me alone and two assessors in a small room. They gave me a sheet describing what I have to do in this role play. And two blank sheet for taking notes and some other sheets with information of products and promotions. In these you have find out first of all the promotions they have got, which is the most important part. Then some of the items will be out of stock, if so, you have to offer the customer (pretend customer in this case) alternatives like to go to another store or online shopping with whatever delivery service they have, which you can find in the product description sheet. One of the assessor will read you the introductory page and they will leave you for some moments to get prepared for the role play. Then they will come back and sit on a side taking notes about your performance. Then in a sudden another assessor will enter the room as a customer and your role play begins. What you have to keep in mind is: Be polite with a smiling face. Be confident, not over confident. After satisfying customer's need always ask if you can help in anything else. Then offer and suggest products. Inform them about promotions and how they could save money. If something is missing in your store suggest them about another store, if they don't want to go for that then offer online service. From the above list I forgot to ask the customer if she needs any other help and to offer her the 3 for 2 offer reason why I was unsuccessful. Once the play is finished, one of the assessor who was taking notes will leave you a sheet with three questions: What do you think has gone well and why? What do you think has not gone well and why? If you have a second chance to do it what will you do? This sheet actually a second chance for you if you have missed any above listed points. Which I did not understand at that moment. Like if you forgot to mention about any promotion, then you write I forgot to mention about this promotion, if I get a second chance I will mention it. Then one of the assessor will come to collect the paper and after some time they will come with a decision whether you are successful or not. This is it. As I was unsuccessful I had to leave the room. But If you are successful may be you will have another one to one interview like, why you want to work for M&S?, what do you like most about working here? what do you like least about working here? etc. Typical interview questions.