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Customer and Colleague Interactions Flashcards

7 cards from real CVS practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 7 Customer and Colleague Interactions flashcards as text

  1. You are stocking shelves when a customer asks for help. You are behind on your task. What should you do?

    Answer: Briefly assist the customer and then return to your stocking task

    Assisting the customer briefly and returning to your task balances service and store operational needs.

  2. A customer accuses you of making an error on their transaction. You believe the transaction was correct. What should you do?

    Answer: Review the transaction together calmly, and if needed, involve a supervisor to resolve the dispute

    Calmly reviewing the transaction and escalating if needed resolves disputes fairly and professionally.

  3. You disagree with a decision made by your supervisor about how to handle a customer complaint. What is the appropriate action?

    Answer: Follow the supervisor's decision in the moment and raise your concern privately afterward

    Following the supervisor's direction while the customer is present, then addressing concerns privately, maintains team professionalism.

  4. A customer who appears to be elderly and confused is asking for assistance reading a product label. What should you do?

    Answer: Read the label to them clearly and offer to walk them to the pharmacist if it is a medication

    Reading the label and offering pharmacy assistance demonstrates care for vulnerable customers.

  5. A coworker is being rude to customers when they think no one is watching. What should you do?

    Answer: Address it with the coworker privately or report it to a supervisor

    Reporting or privately addressing rude behavior protects customers and maintains store standards.

  6. A customer wants to use multiple coupons on a single transaction that may exceed policy limits. What should you do?

    Answer: Apply the coupons per CVS coupon policy and explain any limitations politely

    Applying coupons according to policy while explaining limitations transparently is honest and policy-compliant.

  7. At shift change, a colleague does not properly brief you on unresolved customer issues. What is the best response?

    Answer: Ask your colleague for a quick rundown of pending issues before they leave

    Requesting a handoff briefing ensures continuity of service and prevents customers from repeating their issues.

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