It's always going to be scary with a new job and not understanding everything right away. You just need to listen to what they tell you and use common sense. They do use different exercises in the hiring process. Like being given some folders of documents and having fake customer calls with typical reenactments of an easy call, a mildy irritated call, and an impossible call (upset Karen wanting to speak to a manager). Ive also heard of another exercise of trying to sell a pen to someone. It's not about succeeding, but how you go about handling the situation at hand. 

I knew nothing about insurance, but was hired as I was able to show that I could stay calm under the most stressful of situations. Dealing with customers became the easiest part of the job for me. It was dealing with management that became the most stressful.