Application process is online questionnaire based, common sense answers abound. Hint: (This is obviously a customer service role so everything you do or say will need to involve helping the customer directly!!! i.e. Stopping in the middle of something to help and keeping them happy.). After that, if you got enough of the questions right you'll be asked to select an interview time slot, they'll send you an email to confirm and requests you bring things like a passport, NI number and proof of address. Interview is 1 on 1 where firstly they go through your details, then ask you to do a role play where you help the interviewer who is taking the role of a customer and you, the assistant. You are presented with a briefing sheet on a fictional scenario in a pretend company (NOT M&S). You then get 5 mins to prepare and take notes about what is listed as out of stock and what is an adequate replacement, Don't worry you can always refer to the briefing sheet during the role play itself, you can hold it during if you want. You'll probably never look at your notes anyway. The scenario is something easy, I only had to sell chicken! It practically sells itself! After that, you fill in a form about how well you think you did, what was good and what could be better. Then you are interviewed by a manager and they ask you fairly standard questions like what experience of customer service you have, why do you want work for M&S and what ambition you have. You are then asked what your preferred department to is if you have not already applied specifically. Then the interview draws to a close when you can ask them any questions you want and you give them your clothes sizes. Then just sit back, relax, and wait for the phone call the next day that will tell you if you have been successful or not. If you don't get the phone call the next day then ring them ASAP. If successful, then you will get forms in the post to fill in and bring to your induction day.