I have an interview with a phone company next week and they've told me to expect some behavioural questions and a roleplay... but have NO idea what to expect.

Does anyone have any pointers??

thankyou!

Start by thinking about what sort of job it is - handling difficult customers, up-selling from an incoming call, cold-calling (EEK!). It's likely you'd be asked to give specific examples of when you've been in such situations and what you did - sometimes called critical incident interviewing - they're looking for evidence of what you have actually done, rather than simply collecting examples of best practice and model answers which anyone can churn out given the right research. Do think about them carefully though, as your mind can go blank in such situations and you need to be ultra-prepared...

You'll probably also be expected to take a few dummy phone calls and deal with them appropriately, to show you have the right idea what to do.

Hope this helps - good luck!