CVS Assessment 2

Question 1

A customer approaches you visibly upset about a long wait time at the pharmacy counter. What is the best response?

Accepted Answer

Apologize, acknowledge their frustration, and provide an estimated wait time

Answer

Tell them the pharmacy is always busy and they should expect delays

Answer

Ask them to come back later when it is less crowded

Answer

Ignore the complaint and continue filling prescriptions

Question 2

You notice a colleague consistently takes longer breaks than policy allows. What should you do?

Accepted Answer

Address it privately or report it to a supervisor if it continues

Answer

Ignore it since it does not directly affect you

Answer

Confront them loudly in front of customers

Answer

Start taking longer breaks yourself to seem fair

Question 3

During a busy shift, a customer asks a question about a medication that you are unsure about. What do you do?

Accepted Answer

Refer the customer to the pharmacist or look up the information

Answer

Guess the answer to save time

Answer

Tell the customer you do not know and walk away

Answer

Tell the customer to Google it

Question 4

A coworker asks you to cover their shift on a day you are already scheduled to work a double. What is the most appropriate response?

Accepted Answer

Decline politely and suggest they contact the manager for coverage options

Answer

Agree to avoid conflict even though it will cause burnout

Answer

Agree but call out sick on that day

Answer

Ignore their request entirely

Question 5

You are working the cash register and suspect a customer is attempting to use a fraudulent coupon. What should you do?

Accepted Answer

Politely decline and call a supervisor to handle the situation

Answer

Accept it to avoid confrontation

Answer

Accuse the customer of fraud directly

Answer

Void the entire transaction without explanation

Question 6

Which behavior best demonstrates integrity in the workplace?

Accepted Answer

Reporting a cash register discrepancy immediately to your supervisor

Answer

Telling customers what they want to hear regardless of accuracy

Answer

Keeping a mistake quiet if no one noticed

Answer

Blaming a coworker for an error you made

Question 7

A customer demands a refund for an item that clearly does not qualify under store return policy. What is the best course of action?

Accepted Answer

Calmly explain the return policy and offer to involve a manager if they wish

Answer

Issue the refund anyway to end the argument

Answer

Refuse angrily and tell them to read the policy sign

Answer

Walk away and let another employee deal with it