Tesco interview questions

Uploaded my CV, then after a few days I was asked to complete an online assessment. Another few days passed and I was sent an email asking to come to an interview/group session/roleplay at the engagement centre the next day. I also received a call from someone to let me know about the email and to apologise for the short notice (made it sound like it was a one off). Online Assessment: Set you up with a mock Call centre system, with different systems, one for an insurance company, one for a travel company etc. Gave you a tour of the system and showed you how it worked and how you were expected to handle different types of queries. There were 3 scenarios where a fake customer would call you, you would answer the call and they would ask questions/make complaints and you were given 4 options to respond. Very easy and intuitive. On-site: The whole process took 3 hours and started with a tour of the building where you could ask questions about anything. Next was a ~30 minute 1:1 interview with 5 competency based questions and a few conversational questions (I was asked about the interests I had on my CV). After was a 1:1 role play scenario, where the interviewer would pretend to be a customer with an issue which you had to resolve. They didn't really care about what you did to resolve the issue, but more how you went about it i.e sincerely apologising, working out a compromise, sounding empathetic, using positive language etc. Finally there was a group exercise with ~10 candidates where you were given a scenario and you had to discuss how to go about dealing with it. You are assessed on team working and problem solving. Only gripe was there was a lot of time spent sitting around in a room with the other candidates doing nothing, but you were given the opportunity to get food, go to the toilet etc between each stage of the process.