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
A customer is on their phone during checkout and is not responding to your prompts for payment. What should you do?
Answer: Wait a brief moment, then politely get their attention to complete the transaction
Patiently and politely re-engaging the customer respects their time while keeping the line moving.
You notice a pattern where customers frequently cannot find a commonly requested product. What is the most proactive response?
Answer: Report the issue to your supervisor and suggest better signage or shelf placement
Reporting recurring customer navigation issues to a supervisor leads to systemic improvement.
A customer demands to speak with 'someone in charge' immediately over a pricing dispute. What should you do?
Answer: Attempt to resolve the issue yourself first; if unsuccessful, calmly retrieve a supervisor
Attempting resolution first, then involving a supervisor with context, is efficient and professional.
A colleague makes an off-color joke that makes you and other coworkers uncomfortable. What is the appropriate action?
Answer: Speak up assertively in the moment or report it to a supervisor or HR
Speaking up or reporting inappropriate workplace behavior upholds CVS's respectful workplace standards.
A customer is purchasing a large quantity of a product that could be subject to purchase limits. What should you do?
Answer: Check the store's current purchase limit policy and enforce it politely and consistently
Enforcing purchase limits consistently and politely prevents hoarding and ensures product availability for all customers.
During a pharmacy interaction, a customer expresses confusion about their prescription dosage instructions. You are not a pharmacy technician. What do you do?
Answer: Direct them to the pharmacist who can clarify the dosage accurately and safely
Prescription dosage questions must be handled by licensed pharmacy staff to ensure patient safety.
A customer leaves a negative comment card about your service. How should you respond if a supervisor shows it to you?
Answer: Listen openly, take responsibility for any mistakes, and ask what you could do differently
Receiving feedback with openness and asking for guidance demonstrates professional growth and accountability.
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