I memorized everything beforehand, which everyone else clearly didn't, but I was the first one to do it and all eyes were on me so I glanced down at my paper once or twice just for a refresher. Tried to add some humor and lightheartedness in the role-play with my partner, who was the customer, while also stating all the information. But taking the time to memorize everything about the rewards programs - which they inform you to do beforehand - won't guarantee you the job, as I found out.