For me, the most difficult/unexpected questions were those directly involving the role. For example, "You quote a car for 5 hours labor, but the body shop thinks it should be 9. Please explain in detail how you would respond to this." Or "Your supervisor wants to meet an average of 22 labor hours per month and you average 21, putting you in the middle. What would your response be?"
None of the questions were difficult or unexpected. They were about what you'd expect for this position.
The role play scenario is key. You really can't prepare as there is no time to prepare. Just don't get flustered and ask questions. They are trying to see if you crack under pressure. I made two big process mistakes (writing a check to a customer was one of them) and still passed. The people part of it I handled well, not perfect but well. They clearly know how to pick out what they are looking for by almost this alone. If they like you and you fail this miserably you are out. Keep cool and don't take anything personal. That is the key thing in a job like this.
Overall, the first interview was very easy and brief.
(During role play session) With regards to deductibles, I didn't realize there'd be an additional payment whenever I got involved in an accident.
Lots of experience questions that I had problems answering. Have lots of skills but that didn't help out much.
The most difficult part was the fact that there was no where near enough time to get anything done.
The Role play was very hard. I was told the exact process and questions asked by co-workers that did it, and It was still hard. You can't prepare for it.
Have you ever worked with cars or your hands and explain what you did.
In the scenario where you have an employee who is not performing to standards for the past two months what approach would you take to help?
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