Situational Judgment Scenarios Flashcards

A customer becomes verbally aggressive after learning their prescription will take 45 minutes. They begin raising their voice and attracting attention from other customers. What is your best response?

Answer: Calmly acknowledge their frustration, apologize for the wait, and offer to call them when the prescription is ready

Acknowledging frustration and offering a solution de-escalates tension while maintaining a positive customer experience.

You notice a coworker consistently taking longer breaks than allowed, which puts extra strain on the team during peak hours. What should you do first?

Answer: Privately and respectfully speak to your coworker about the impact it has on the team

Addressing the issue directly and privately gives your coworker a chance to correct the behavior before escalating.

A customer asks you for your personal recommendation on which over-the-counter pain reliever is best for their chronic back pain. You are a pharmacy technician. What do you do?

Answer: Tell them to consult their doctor or speak with the pharmacist

Pharmacy technicians are not licensed to give clinical advice; directing customers to the pharmacist is the correct and safe response.

Your register is $20 short at the end of your shift. You believe you may have accidentally given a customer too much change earlier. What do you do?

Answer: Report the shortage to your manager and explain what may have happened

Transparency with management about cash discrepancies is required and allows the issue to be investigated properly.

A customer's insurance card is declining at the pharmacy counter, but they insist their coverage is active. There is a long line behind them. What is the most appropriate action?

Answer: Ask the customer to step aside, offer to call their insurance, and continue helping other customers

Stepping aside preserves service flow while giving the customer the attention needed to resolve the billing issue.

You are stocking shelves and discover that a product's expiration date passed two weeks ago. It is still on the shelf. What should you do?

Answer: Remove it immediately and follow your store's protocol for expired product disposal

Selling expired products is a health risk and a compliance violation; immediate removal and proper disposal are required.

A customer approaches you in tears saying they cannot afford their medication and asks if there is any way to help. What is the most helpful response?

Answer: Inform them about manufacturer coupons, CVS savings programs, and suggest speaking with the pharmacist about generic alternatives

Pointing customers to available savings programs and generic options provides real, actionable help within your role.