Situational Judgment Scenarios Flashcards

A customer asks you to hold a specific high-demand product for them for three days because they are short on cash. Store policy does not permit holds. What do you do?

Answer: Explain that store policy does not allow holds, and suggest alternatives such as checking back or asking about layaway options

Applying store policy while offering alternatives shows empathy and maintains operational fairness for all customers.

A minor asks you to purchase tobacco products on their behalf, offering you money to buy it. What is your response?

Answer: Decline firmly and explain that you cannot purchase age-restricted products for minors

Purchasing tobacco for a minor is illegal and a serious policy violation regardless of who is making the actual transaction.

Your store is understaffed today and your manager asks you to handle a task outside your normal duties. You are not fully trained on it. What should you do?

Answer: Let your manager know you are not fully trained, ask for a quick overview, and do your best with guidance

Communicating your training gaps before starting a new task allows for proper guidance and reduces the risk of error.

You observe a customer placing merchandise in their bag in an aisle when they think no one is watching. What is the correct action?

Answer: Alert a manager or loss prevention associate immediately and describe what you observed

Loss prevention decisions and customer confrontations are the responsibility of trained management or LP staff, not frontline associates.

A customer is upset because the pharmacist told them their prescription has a dangerous interaction with another medication they take. They want you to override the pharmacist's decision. What do you say?

Answer: Explain that the pharmacist's decision is final on clinical matters and encourage them to speak directly with the pharmacist or their doctor

Clinical decisions belong to licensed pharmacists; technicians must never override them, and the patient should be directed to the appropriate professional.

You find a wallet on the floor near the checkout area with cash and credit cards inside. What is the right course of action?

Answer: Hand it over to your manager or the customer service desk immediately

Lost items should be immediately turned in to management so they can be secured and reunited with the owner.

A customer asks you a detailed question about a product you are unfamiliar with. You are not sure of the answer. What should you do?

Answer: Tell the customer you do not know and offer to find someone who does or look it up

Admitting uncertainty and actively seeking the correct answer builds more trust than guessing and giving wrong information.