I can't really remember the phone interview question but one thing I remember is there was no surprise question. For the in-person interview, there was no surprise question and the interviewers were very kind. They mostly asked about my past customer service experiences such as how I dealt with complaints. Because this is a service (and sales many times) related position, if you have a lot of experience dealing with people and money, you will be able to easily answer most of the questions. Some other questions I remember ... how did you resolve the situation when you have conflict with your colleague... what are you going to do if you can't help the client in front of you... and the very first question was 'tell me little about yourself' .