CVS - Assessment Work Style and Approach Questions and Answers — Questions and Answers
Question 1: A customer is upset because their prescription isn't ready and they are in a hurry. They are becoming increasingly loud at the pharmacy counter. Which of the following actions BEST demonstrates the CVS 'Heart At Work' behaviors?
- Tell the customer that yelling won't make the prescription get filled any faster.
- Ask the customer to step aside so you can help other people while they wait.
- Listen actively to their concerns, express empathy for their frustration, and clearly explain the steps you will take to expedite their prescription. (Correct answer)
- Immediately find your manager to handle the situation without speaking to the customer first.
Correct answer: Listen actively to their concerns, express empathy for their frustration, and clearly explain the steps you will take to expedite their prescription.
The correct answer aligns with the CVS values of 'Caring' and putting the customer first. It involves active listening, empathy, and taking ownership of the solution, which are key components of the 'Heart At Work' philosophy.
Question 2: You notice a coworker is consistently failing to follow a new, important safety protocol for handling medication. What is the most appropriate first step to take in this situation?
- Report your coworker to the store manager immediately.
- Privately and respectfully remind the coworker of the new protocol and its importance. (Correct answer)
- Ignore the issue, as it's not your responsibility to train your coworkers.
- Wait to see if the coworker makes a serious mistake before saying anything.
Correct answer: Privately and respectfully remind the coworker of the new protocol and its importance.
This approach demonstrates collaboration and accountability, two of CVS's core values. It allows for a direct, respectful resolution first, which can be more effective and maintain a positive team environment. Reporting to a manager is a next step if the behavior doesn't change. Safety is a shared responsibility.
Question 3: Which of the following work styles is most aligned with CVS Health's core value of 'Innovation'?
- Strictly following established procedures without ever questioning them.
- Waiting for a manager to assign all tasks and provide detailed instructions.
- Proactively looking for ways to improve processes for better efficiency and customer service. (Correct answer)
- Focusing only on completing your individual tasks as quickly as possible.
Correct answer: Proactively looking for ways to improve processes for better efficiency and customer service.
CVS Health values innovation, which involves proactively seeking improvements and adapting to create better solutions for customers and the business. This answer choice reflects a forward-thinking and engaged approach to work.
Question 4: During a busy shift, you are tasked with stocking shelves, running the register, and assisting customers in the aisles. The best approach to manage these competing priorities is to:
- Focus solely on stocking shelves because it is the most time-consuming task.
- Stay at the register and wait for customers to come to you.
- Ignore the stocking task until the store is completely empty of customers.
- Remain aware of all duties, prioritizing immediate customer needs while multitasking on other tasks during quieter moments. (Correct answer)
Correct answer: Remain aware of all duties, prioritizing immediate customer needs while multitasking on other tasks during quieter moments.
This answer demonstrates flexibility, accountability, and a customer-centric focus. The CVS assessment looks for candidates who can effectively multitask and prioritize in a dynamic retail environment, always putting the customer's immediate needs first.
Question 5: The 'Describe Your Approach' section of the CVS Virtual Job Tryout presents two statements, and you must choose which is 'most like me' or 'somewhat like me.' The primary goal of this section is to assess your:
- Knowledge of specific pharmacy regulations.
- Speed and accuracy in data entry.
- Unique working style and alignment with CVS values like integrity and assertiveness. (Correct answer)
- Ability to upsell products to customers.
Correct answer: Unique working style and alignment with CVS values like integrity and assertiveness.
This section of the assessment is a personality and work style questionnaire designed to see how your personal characteristics and approach to work situations fit with the company's culture and values, such as integrity, accountability, and collaboration.
Question 6: You are part of a team project to rearrange a section of the store. A team member suggests an idea that you believe will be inefficient and create a poor customer experience. How should you respond?
- Go along with the idea to avoid causing conflict within the team.
- Tell the team member their idea is bad and explain why your idea is better.
- Acknowledge their contribution and then present your concerns, offering an alternative suggestion for the team to discuss. (Correct answer)
- Immediately escalate the issue to your supervisor and ask them to make the final decision.
Correct answer: Acknowledge their contribution and then present your concerns, offering an alternative suggestion for the team to discuss.
This response demonstrates strong collaboration and communication skills. It respects the colleague's input while also showing accountability for the project's success and the customer experience, aligning with CVS's emphasis on teamwork and innovation.
CVS - Assessment Work Style and Approach Questions and Answers
A customer is upset because their prescription isn't ready and they are in a hurry.
They are becoming increasingly loud at the pharmacy counter.
Which of the following actions BEST demonstrates the CVS 'Heart At Work' behaviors?