1. What do you think an M&S customer expects from a Customer Service Assistant . 2. - 5. Competency questions, one for each of the four Is. "Tell me a time when you've....: answers will depend on your experience. My retail experience is minimal and many years ago so I just took examples from recent roles and she was happy with that. 6. Describe your journey here today - they want to know you can get in easily/no barrier 7. Is there anything that might make it difficult for you to work here, work extra hours/days etc.