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Marks & Spencer - Role Play
I applied at Marks and Spencer for customer assistant role. I passed the online test but I failed the store interview because I was not very chatty. I had to do this role play thing. My interviewer played the role of my customer and I played the role of customer assistant. It was something do with the love chair which was out of stock. I did offer alternative design, offered to call other stores, took customer's number but the whole thing took less than 5 minutes (I went straight to the point without making any small talks). I am going to apply again after 6 months and want to pass the interview. Please help.
Gabbydi
Gabbydi
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Reply 1
It's just a case of smiling and being confident. I didn't do that one (I applied before they had that), but I asked my manager about it, and that's what she said.
Reply 2
Be confident!
Reply 3
Err apologise etc.
Offer an alernative..
Tell them to look online
or even offer to ring nearby stores to find if they have any stock
(been at m&s for 2 and a bit years)
Offer an alernative..
Tell them to look online
or even offer to ring nearby stores to find if they have any stock
(been at m&s for 2 and a bit years)
Reply 4
You need to;
Apologise to the customer and explain why it can't be sold (tell them you asked your manager)
I can't remember exactly but I think there was a bigger sofa in the same design?
Offer them this and explain the benefits e.g. fit more people on it, more space to relax
Offer them another design in the same sort of colours (think it was dark red?) explain that this is the new line and say benefits of this e.g. more fashionable
Add other things like the material is improved quality...harder to get dirty or something like that
Tell the customer you can order it for them or if they prefer to do it themselves they can order on the M&S website or via telephone (give them the number)
Hope this helped
I was a temp at M&S at xmas last year but they let me go, saw a vacancy at another store last week and applied and have an interview tomorrow fingers crossed. x
Apologise to the customer and explain why it can't be sold (tell them you asked your manager)
I can't remember exactly but I think there was a bigger sofa in the same design?
Offer them this and explain the benefits e.g. fit more people on it, more space to relax
Offer them another design in the same sort of colours (think it was dark red?) explain that this is the new line and say benefits of this e.g. more fashionable
Add other things like the material is improved quality...harder to get dirty or something like that
Tell the customer you can order it for them or if they prefer to do it themselves they can order on the M&S website or via telephone (give them the number)
Hope this helped
I was a temp at M&S at xmas last year but they let me go, saw a vacancy at another store last week and applied and have an interview tomorrow fingers crossed. xThey have a few scenarios they could use in the interview- I had a different one to you.
When I had my interview I had to pretend to be a customer assistant serving a customer who was buying food/drink for an office party I was provided with different cards with pictures of food/drink etc and had to make suggestions for them about what were the most suitable items for them to buy.
Just make sure you are friendly and helpful and my interviewer said it's important to actually take the customers to the aisles/till if they ask where something is instead of just pointing in the general direction.
Hope that helps good luck!
When I had my interview I had to pretend to be a customer assistant serving a customer who was buying food/drink for an office party I was provided with different cards with pictures of food/drink etc and had to make suggestions for them about what were the most suitable items for them to buy.
Just make sure you are friendly and helpful and my interviewer said it's important to actually take the customers to the aisles/till if they ask where something is instead of just pointing in the general direction.
Hope that helps good luck!
Reply 6
Recently got a job at marks & spencer - cafe revive. just wondering if anyone who has previously worked there knows if we are allowed to wear a minimum amount of make up?
Reply 7
mini_lidi
Err apologise etc.
Offer an alernative..
Tell them to look online
or even offer to ring nearby stores to find if they have any stock
(been at m&s for 2 and a bit years)
Offer an alernative..
Tell them to look online
or even offer to ring nearby stores to find if they have any stock
(been at m&s for 2 and a bit years)
dont tell them to look on line, as a customer assistant you have to take ownership and responsibility , you say to them i'll look online instore for you.
i.v worked at m&s twice, 2* 3month contracts.
1)twilight textiles
2)working on the manic busy food tills
both role plays were the food cards.
where a customer approaches you and says there planning a party.
but dont have a microwave or cooker.
so you dont sell them uncooked food.
but offer pre cooked then just offer them other foods as common sense dictates.
my advice is when the interviewer leaves the room,for 10 mins the returns as a customer.
arrange youre food cards into sections, fruits, veg, tins, ect
this will make it easier to advise.
i passed this role play test twice.
when they ask , wheres the door dont point, take them to it.
thats drummed into you at m&s retail academy.
Hi to anyone who's applying or passed the online stage of the application I had my role play and interview today for the customer assistant role and thought I'd share what happened/how it went because I spent ages trying to look for recent cases but I don't think I even saw a post anywhere for 2013 haha.
I first was greeted by 2 lovely members of staff who took me to a small interview room and explained that one of them would be the person playing the customer in the role play and one would watch in the corner and write notes down. The person in character first read from a piece of paper and explained everything I needed to know, then they both went out of the room for 5 minutes. I looked at the information they'd put on the table (about 4 or 5 A4 sheets, I was actually quite overwhelmed by the amount of information as I thought it was only going to be 1 or 2 pieces of paper from what I'd assumed when reading other people's posts online). The sheets included a list of nearby store phone numbers, a similar section of information to the stuff the guy'd read out to me, and then a couple of sheets with pictures and text describing food and drinks' prices and availability. I wrote some key facts down with pencil and paper and then they both came in, with the guy "in character".
The whole thing lasted no longer than 5 minutes max. The guy explained he was looking for a certain type of food which was out of stock and so I had to offer a reasonable alternative and explain why it was good, and then the same for a type of vegetable, and dessert and drink. You have to remember to be very smiley and friendly and keep good eye contact as well as trying to cater for their needs as best as possible.
Then they left for 5 minutes while I wrote on a piece of paper what went well, what didn't go so well and what I'd do different next time. Then they took it and went outside for another 5 minutes, then came back in and told me I'd passed the role play. Then the "observer" lady and the section manager asked me a few questions including what do I expect from this role, what previous experience do I have (this was my first job so I talked about past work experience I have), why me, why M&S, why retail etc. I don't remember all of my answers but they must have been alright because after they went outside and discussed for 5 minutes they came back in and told me I sounded like I worked at M&S already and I was one of the most confident she'd interviewed before
And I got offered the job by the end of the hour. It was such a lovely experience because I am almost 20 and having tried to get a job for months and months I have finally found my ideal one at M&S and I couldn't be happier. The "observer" lady stayed with me to look at my ID documents, talk about shifts and take my bank details, and I have my induction starting in 2 weeks' time (over 2 days, 9am-4pm each - paid) then start that weekend.
The advice I'd give is to do your research, because I spent a good while reading through bits on the site and recent news about the store, which I think really helped me prove I knew my stuff and was passionate to work at M&S from the strong interest I showed. And smile as much as you can - it really goes a long way. My nerves brought out a couple of light-hearted jokes in the role play which got the interviewers laughing and eased the tension a bit. But if you can't manage that then just smile and try to be as friendly as possible - after all if you can do that on the shop floor then that's already half the job done!
Good luck and all the best to anyone applying
I had my role play and interview today for the customer assistant role and thought I'd share what happened/how it went because I spent ages trying to look for recent cases but I don't think I even saw a post anywhere for 2013 haha.I first was greeted by 2 lovely members of staff who took me to a small interview room and explained that one of them would be the person playing the customer in the role play and one would watch in the corner and write notes down. The person in character first read from a piece of paper and explained everything I needed to know, then they both went out of the room for 5 minutes. I looked at the information they'd put on the table (about 4 or 5 A4 sheets, I was actually quite overwhelmed by the amount of information as I thought it was only going to be 1 or 2 pieces of paper from what I'd assumed when reading other people's posts online). The sheets included a list of nearby store phone numbers, a similar section of information to the stuff the guy'd read out to me, and then a couple of sheets with pictures and text describing food and drinks' prices and availability. I wrote some key facts down with pencil and paper and then they both came in, with the guy "in character".
The whole thing lasted no longer than 5 minutes max. The guy explained he was looking for a certain type of food which was out of stock and so I had to offer a reasonable alternative and explain why it was good, and then the same for a type of vegetable, and dessert and drink. You have to remember to be very smiley and friendly and keep good eye contact as well as trying to cater for their needs as best as possible.
Then they left for 5 minutes while I wrote on a piece of paper what went well, what didn't go so well and what I'd do different next time. Then they took it and went outside for another 5 minutes, then came back in and told me I'd passed the role play. Then the "observer" lady and the section manager asked me a few questions including what do I expect from this role, what previous experience do I have (this was my first job so I talked about past work experience I have), why me, why M&S, why retail etc. I don't remember all of my answers but they must have been alright because after they went outside and discussed for 5 minutes they came back in and told me I sounded like I worked at M&S already and I was one of the most confident she'd interviewed before
And I got offered the job by the end of the hour. It was such a lovely experience because I am almost 20 and having tried to get a job for months and months I have finally found my ideal one at M&S and I couldn't be happier. The "observer" lady stayed with me to look at my ID documents, talk about shifts and take my bank details, and I have my induction starting in 2 weeks' time (over 2 days, 9am-4pm each - paid) then start that weekend.
The advice I'd give is to do your research, because I spent a good while reading through bits on the site and recent news about the store, which I think really helped me prove I knew my stuff and was passionate to work at M&S from the strong interest I showed. And smile as much as you can - it really goes a long way. My nerves brought out a couple of light-hearted jokes in the role play which got the interviewers laughing and eased the tension a bit. But if you can't manage that then just smile and try to be as friendly as possible - after all if you can do that on the shop floor then that's already half the job done!
Good luck and all the best to anyone applying
(edited 11 years ago)
Reply 9
Original post by quwute
Recently got a job at marks & spencer - cafe revive. just wondering if anyone who has previously worked there knows if we are allowed to wear a minimum amount of make up?
I work in the cafe at M&S and basically I just wear my everyday make up - eyeliner, mascara, blusher. You aren't allowed to wear watches, bracelets, nail polish either.
Reply 10
Original post by quwute
Recently got a job at marks & spencer - cafe revive. just wondering if anyone who has previously worked there knows if we are allowed to wear a minimum amount of make up?
Well done.
Basically, you can wear any amount of make up you you like, I've seen staff from the cafe even wearing massive fake eyelashes so don't worry about lipstick, liner, bronzer, whatever, I doubt you'll get any grief about it. They don't even seem that bothered about tattoos on hands and arms.
But they do get very anal about health and safety though, so NO:
-Earrings
-Nail polish/fake nails
-Necklaces
-Watches, rings or stuff on your wrists
You also may have to wear a hairnet (sexy) and a hat, and tie your hair back.
(edited 11 years ago)
Original post by killerbeats
I work in the cafe at M&S and basically I just wear my everyday make up - eyeliner, mascara, blusher. You aren't allowed to wear watches, bracelets, nail polish either.
Original post by Panzer Division
Well done.
Basically, you can wear any amount of make up you you like, I've seen staff from the cafe even wearing massive fake eyelashes so don't worry about lipstick, liner, bronzer, whatever, I doubt you'll get any grief about it. They don't even seem that bothered about tattoos on hands and arms.
But they do get very anal about health and safety though, so NO:
-Earrings
-Nail polish/fake nails
-Necklaces
-Watches, rings or stuff on your wrists
You also may have to wear a hairnet (sexy) and a hat, and tie your hair back.
Basically, you can wear any amount of make up you you like, I've seen staff from the cafe even wearing massive fake eyelashes so don't worry about lipstick, liner, bronzer, whatever, I doubt you'll get any grief about it. They don't even seem that bothered about tattoos on hands and arms.
But they do get very anal about health and safety though, so NO:
-Earrings
-Nail polish/fake nails
-Necklaces
-Watches, rings or stuff on your wrists
You also may have to wear a hairnet (sexy) and a hat, and tie your hair back.
That post just celebrated its third birthday, so I'm not sure makeup advice will be needed any more.
Reply 12
i know this might be a late post , but i got my job interview tomorrow i am really nervous about the role play. Do we get provided with the information we use for the role play ) , ihope someone replies
) , ihope someone repliesReply 13
I just had my interview with M&S today. Me myself and few other girls arrived 10 minutes before the interview time and we were greeted by 2 lovely lady's who explained the process. I had my interview first, and i was taken into a room and explained that we were going to be doing a role play. she gave me a booklet with a scenario saying I am a customer assistant stocking shelves at the end of the my shift and a customer comes in looking at the food products and looks concerned. The interviewer gave me 10 minutes to revise and familiarise myself with the scenario and gave me a booklet with additional information such as different meats with prices, availability. Another sheet with online service, local branches telephone numbers and prepared meals that would be suitable.
Once the interviewer enters the room thats when the role play starts, dont wait! just go for it and mention every additonal information sheet you read!! i thought i did absolutely shocking, its my first job and no experience of retail yet she said i did really good. I was given a feedback form for myself and we then dicussed how I did.
The second part of the interview is a one to one discussion. I revised a load of questions that did not even come up. I noticed the pattern that the 4 I's they use on their website to question your skills and experience. So whatever you do, try and link your experience and skills to those values which can be found on their website!
I got the job!! i was shocked but i start my induction in 2 weeks time.
Main points
>be friendly (chat to other people who are there for an interview)
>SMILE!
>ask as many questions to show an interest
> enjoy the process
Out of all the interviews i have had, this was by far the most enjoyable, I had a laugh with the interviewer and felt at ease and comfortable throughout.
Best of luck to anyone with an interview.
Once the interviewer enters the room thats when the role play starts, dont wait! just go for it and mention every additonal information sheet you read!! i thought i did absolutely shocking, its my first job and no experience of retail yet she said i did really good. I was given a feedback form for myself and we then dicussed how I did.
The second part of the interview is a one to one discussion. I revised a load of questions that did not even come up. I noticed the pattern that the 4 I's they use on their website to question your skills and experience. So whatever you do, try and link your experience and skills to those values which can be found on their website!
I got the job!! i was shocked but i start my induction in 2 weeks time.
Main points
>be friendly (chat to other people who are there for an interview)
>SMILE!
>ask as many questions to show an interest
> enjoy the process
Out of all the interviews i have had, this was by far the most enjoyable, I had a laugh with the interviewer and felt at ease and comfortable throughout.
Best of luck to anyone with an interview.
Reply 14
Do I need to bring a CV and references to the interview?
Reply 15
Original post by ThatDarnGamer
Do I need to bring a CV and references to the interview?
No, you don't. ID (Passport) of course and yourself. Good luck!
Reply 16
Original post by ThatDarnGamer
Do I need to bring a CV and references to the interview?
A document that states your National Insurance Number, Identification that proves your right to work in the UK (passport) and identification of address so, utility bill drivers license etc. They will ask for these documents straight away, dont forget them or they can cancel the process! Good Luck!!
Reply 17
so what are your qualifications? how many times do you shop at M & S per day? Have you ever stolen an orange? Are you a furry? What are your fetishes? What would you do if a customer asked you where the dildo aisle was? Would you assist them?
Reply 18
Sub to my channel and i'll get you that job
I had an M and S interview today and was asked questions like 'describe your journey here today', and then was given descriptions of their aims and asked questions about M and S four i's - inspiration, innovation, integrity and in touch. I was asked for examples for each of these and they were like 'Can you give me an example of when you inspired people', they weren't necessarily asking about previous work examples and I talked about children at Christmas. And then 'Can you give me an example of when you have been innovative and changed something for the better', I think this question they were more interested in the why you changed it rather than the act. The integrity one was more about communicating and how you have listened, I spoke about a customer complaining and coming to a compromise, and I think the last one about being in touch was about technology. They note down some notes from your answers and from what I could see, my interviewer wrote down words I'd said like 'compromise' or 'finding an alternative'. I was then told that the next part was the roleplay, however, at this point, my interviewer skipped over it and just offered me the job. I would also like to say it's not as bad as you might think. I'd had small café jobs and then I got an interview for M and S and saw so much online about it, but it's not that bad and all the interviewers seem nice.
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