Santander Customer Service Advisor interview questions

After applying online for the Job I was sent through a online test which included a maths test. following that I got a phone call to say that I had passed and was invited to book a telephone interview. Whilst on the phone at this time there was discussion about what start date would be best for me if I was to be successful. The phone interview was a few competency based questions to with times that I had certain experiences. I was told once I finished answering the questions that I had passed to the next stage which was an Assessment day. I was the told more about what would happen on the day and also asked again about what date I would be able to start working for them. The assessment day was on for 3 hours and I was told there would be a group of people all being assessed but we weren't competing for the Job. When we arrived we were taken to a room with refreshments and had a introduction where two out of the four interviewers came along and introduced them selves, the first 45 minutes was spent on talking about the company and why its such a good place to work and the benefits you would receive from working there. followed by what the day to day role would include for the Job we had applied to, With them finishing by telling us how the day would be set out. The two interviewers then left the room and the person in charge of our recruitment took over and started off by telling us what the role play would be. we were given a booklet with information which we would need and then wrote a basic script. We were also told what we would be assessed on in the role play which was: - How Sympathetic we were to the "customer" calling in - How well we dealt with the problem - To make sure all information was correct and filled in about the customer - If we could make a rapport moment with the "customer" (As the interviewer was going give us a lead were we could build rapport, mine was the customer talking about their wedding) - Sell/booking other calls so the customer could get more benefits/services from their account. for this we had two boxes with quite a few bullet points. One box was about Internet Banking and we had to ask the customer if they were interested in setting up internet banking and give them a few reasons why they should go for it. The second box was bullet points about a personal loan and we had to interest them into going for the loan or a call about the loan. At the end of the role play we had to fill in a form about what we had spoken about in the call and what the next actions were to deal with the customers problems and enquires. After the Role play we had the maths test which was bank based questions such as If a house costs X and 25% of the price is need for a deposit to get a mortgage how much is needed. There was the a test to match random numbers to the right one out of a choice of 5 similar numbers eg. Match this number 123654 to one of the following: A)126354 B) 123645 C)123654 D)132654. After this there was the competency based interview questions. One of the questions I was asked was: Name a time when you've had to make a difficult decision?. After these questions the main bit you were assessed one was over then there were other questions asked which you weren't assessed on but they were to do with another part of the role applied for which you could do as well. (This bit confused me slightly). After the assessment we were told we should know if we had the job by the evening. I found out the same that I hadn't been successful and with this they gave feedback. Although had I been offered it I would have declined the Job as I didn't feel that it was for me. Overall the process was quite easy and very Positive.