Handling Workplace Challenges 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 Handling Workplace Challenges flashcards as text
A customer requests a medication that requires a prescription but claims to have forgotten theirs at home. How do you handle this?
Answer: Politely explain that a valid prescription is required before dispensing
Dispensing prescription medication without a valid prescription is illegal regardless of circumstance.
You make a commitment to a customer but realize later you cannot fulfill it. What is the right course of action?
Answer: Contact the customer promptly, apologize, and offer an alternative solution
Proactive communication about unmet commitments preserves trust and gives the customer time to make alternative arrangements.
During a shift, two coworkers get into an argument that disrupts store operations. As a lead, what do you do?
Answer: Separate the coworkers, calm the situation, and notify management
Separating conflicting parties and notifying management prevents escalation and protects the store environment.
A customer accuses you of overcharging them, but you believe the charge is correct. What do you do?
Answer: Remain calm, review the transaction together, and involve a manager if needed
Reviewing the transaction collaboratively shows respect and ensures accuracy without unnecessary conflict.
You are running a register and the system goes down mid-transaction. What is the best response?
Answer: Apologize, inform the customer of the issue, and follow offline procedures
Following offline procedures maintains service continuity and keeps the customer informed during a system outage.
A customer is trying to purchase alcohol but appears to be under the legal drinking age. What must you do?
Answer: Ask for valid government-issued ID regardless of how old they appear
CVS policy and state law require ID verification for alcohol purchases; appearance alone is not sufficient.
You witness a customer shoplifting. What is the correct CVS employee response?
Answer: Observe and remember details, then notify loss prevention or management
CVS policy prohibits employees from physically confronting shoplifters; reporting to loss prevention is the correct action.
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