Situational Judgment Scenarios Flashcards

A regular customer confides in you that they have been skipping doses of their prescription to make it last longer because they cannot afford refills. What is the most helpful response?

Answer: Encourage them to speak with the pharmacist and inform them about patient assistance programs or generic alternatives

Connecting patients to cost-reduction resources and the pharmacist is the appropriate, helpful response within your role.

You are training a new hire and they ask you how to handle a situation that you personally handle differently than the official policy states. What should you do?

Answer: Teach them the official policy and procedure, regardless of your personal habits

Training new employees on official policy ensures consistency, compliance, and protects both the employee and the store.

A customer is trying to use an expired coupon and becomes argumentative when you decline it. How should you respond?

Answer: Politely maintain that the coupon is expired, explain the policy, and offer to help them find a current promotion

Staying calm, explaining the reason, and offering an alternative demonstrates professionalism and redirects the conversation positively.

You notice that a coworker appears to be under the influence of alcohol or drugs while on shift. What is the appropriate action?

Answer: Discreetly report your observation to a manager immediately

Reporting suspected impairment to management protects customers, the coworker, and the safety of the workplace.

A customer insists they gave you a $50 bill but your drawer shows you received a $20. There is a dispute. What do you do?

Answer: Calmly explain what you recorded, inform them that bill discrepancies require a supervisor review, and call your manager

Cash disputes must be escalated to a manager who can review transaction records and security footage if needed.

A customer complains to you about another CVS employee being rude during a previous visit. You were not present for the interaction. What is the right response?

Answer: Apologize on behalf of the company, validate the customer's experience, and let them know you will pass the feedback to management

Acknowledging the complaint professionally and ensuring feedback reaches management is the appropriate customer service response.

You are asked by your manager to work through your scheduled break during a rush. You are already tired and know your state requires a break by law. What should you do?

Answer: Politely remind your manager of the legal break requirement and work with them to find a solution

Legally mandated breaks must be respected; communicating this respectfully allows the manager to adjust staffing rather than inadvertently violating labor law.