CVS - Assessment Situational Judgment Scenarios Questions and Answers

Question 1

A customer is visibly upset at the pharmacy counter because their prescription isn't ready, stating they received a text message saying it was.
They are speaking loudly and causing other customers to stare.
What is the most effective initial response?

Accepted Answer

Acknowledge their frustration, apologize for the miscommunication and delay, and immediately begin investigating the status of their prescription.

Answer

Tell the customer they need to lower their voice or you won't be able to help them.

Answer

Ignore their tone and ask for their last name and date of birth to look up the prescription.

Answer

Direct them to the store manager to handle the complaint since they are causing a scene.

Question 2

You are working as a pharmacy technician and notice a coworker is not consistently verifying a patient's address before selling a prescription, a key step in the store's protocol to prevent errors. Which of the following is the best course of action?

Accepted Answer

Discreetly and politely remind your coworker about the address verification step, perhaps framing it as a helpful reminder like, 'Hey, just a heads-up, I almost forgot to check the address on my last one—corporate has been really emphasizing it.'

Answer

Take over the transaction for your coworker to ensure it's done correctly.

Answer

Report the behavior to the pharmacy manager at the end of your shift.

Answer

Assume your coworker has their own method and do not intervene.

Question 3

A patient asks for your opinion on which over-the-counter cold medication would be best for their high blood pressure. As a store associate/technician, what is your most appropriate action?

Accepted Answer

State that you are not qualified to make medical recommendations and refer them to speak with the pharmacist.

Answer

Recommend the product that is currently on sale.

Answer

Share which product worked best for you when you last had a cold.

Answer

Use your phone to search for information and provide an answer based on what you find online.

Question 4

The pharmacy is extremely busy, and you have a long queue of tasks, including filling prescriptions, answering phones, and managing inventory. Which of the following should be prioritized?

Accepted Answer

Focusing on accurately filling the next prescription in the queue to ensure patient safety.

Answer

Answering the ringing phone, as it could be a doctor's office with an urgent request.

Answer

Putting away the new inventory shipment to keep the workspace organized.

Answer

Helping the customer who has been waiting the longest at the counter.

Question 5

You are about to go on your scheduled 15-minute break, but a long line has just formed at the front register where you are stationed. Your manager is busy in the back. What is the most professional action to take?

Accepted Answer

Quickly notify your manager or a nearby coworker about the line, and ask if they can provide coverage so you can take your break.

Answer

Close your register and take your break as scheduled; it's important to get your mandated rest.

Answer

Announce to the line that you are going on break and will be back in 15 minutes.

Answer

Help just one more customer and then leave for your break, regardless of the line.

Question 6

A customer confides in you that they are having trouble remembering to take their daily medication. Which of the following responses best reflects CVS's commitment to patient care?

Accepted Answer

Empathize with them, suggest setting a phone alarm or using a pill organizer, and also offer to have the pharmacist speak with them about other potential solutions or medication synchronization services.

Answer

Suggest they buy a pill organizer, which is available for sale in aisle 6.

Answer

Advise them to set a daily alarm on their phone.

Answer

Tell them that it's very important and they should try harder to remember.

A customer is visibly upset at the pharmacy counter because their prescription isn't ready, stating they received a text message saying it was.They are speaking loudly and causing other customers to stare.What is the most effective initial response?

A customer is visibly upset at the pharmacy counter because their prescription isn't ready, stating they received a text message saying it was.
They are speaking loudly and causing other customers to stare.
What is the most effective initial response?