Santander Customer Service Advisor interview questions

I applied for the position after seeing it on totaljobs.com and then was redirected to the Santander website where I created my account and then I completed an online application. I was then asked to fill out the online competency based questionnaire (which took about 30 mins and had 4 sections; identifying reference numbers were correct/ working out interest etc. which was pretty simple to do and passed this stage. I was then invited for a telephone interview which lasted about 25 mins.

Online application followed by online test, phone interview and assessment day, passed everything fine but not given a job offer because I didn't ask about the "customers" wedding during a role play exercise