First step is a video interview. The second step is a role play that they don’t prepare you for. I honestly wanted to walk out on the role play process. I have no experience and feel like I have handled some pretty upset customers in my life having worked in retail as a manager. The materials they provide you do not include all of the information you need to pass this part of the process. I know they guy and the lady on the phone knew I wasn’t interested because my demanor changed. I would suggest that someone who is currently in the industry do this job! Stop interviewing people for a trainee position if you’re not going to give them all of the tools to be successful.