CVS Assessment 2 — Questions and Answers
Question 1: A customer approaches you visibly upset about a long wait time at the pharmacy counter. What is the best response?
- Apologize, acknowledge their frustration, and provide an estimated wait time (Correct answer)
- Tell them the pharmacy is always busy and they should expect delays
- Ask them to come back later when it is less crowded
- Ignore the complaint and continue filling prescriptions
Correct answer: Apologize, acknowledge their frustration, and provide an estimated wait time
Acknowledging the customer's frustration and providing transparent information shows empathy and maintains trust.
Question 2: You notice a colleague consistently takes longer breaks than policy allows. What should you do?
- Ignore it since it does not directly affect you
- Confront them loudly in front of customers
- Address it privately or report it to a supervisor if it continues (Correct answer)
- Start taking longer breaks yourself to seem fair
Correct answer: Address it privately or report it to a supervisor if it continues
Handling workplace policy violations professionally through private communication or supervisor escalation maintains a respectful environment.
Question 3: During a busy shift, a customer asks a question about a medication that you are unsure about. What do you do?
- Guess the answer to save time
- Tell the customer you do not know and walk away
- Refer the customer to the pharmacist or look up the information (Correct answer)
- Tell the customer to Google it
Correct answer: Refer the customer to the pharmacist or look up the information
Referring customers to the pharmacist or verified sources ensures accurate information and patient safety.
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?
- Agree to avoid conflict even though it will cause burnout
- Decline politely and suggest they contact the manager for coverage options (Correct answer)
- Agree but call out sick on that day
- Ignore their request entirely
Correct answer: Decline politely and suggest they contact the manager for coverage options
Politely declining and directing the coworker to the manager respects your own limits while following proper scheduling procedures.
Question 5: You are working the cash register and suspect a customer is attempting to use a fraudulent coupon. What should you do?
- Accept it to avoid confrontation
- Accuse the customer of fraud directly
- Politely decline and call a supervisor to handle the situation (Correct answer)
- Void the entire transaction without explanation
Correct answer: Politely decline and call a supervisor to handle the situation
Involving a supervisor ensures company policies are followed correctly without escalating the situation unnecessarily.
Question 6: Which behavior best demonstrates integrity in the workplace?
- Telling customers what they want to hear regardless of accuracy
- Reporting a cash register discrepancy immediately to your supervisor (Correct answer)
- Keeping a mistake quiet if no one noticed
- Blaming a coworker for an error you made
Correct answer: Reporting a cash register discrepancy immediately to your supervisor
Reporting discrepancies promptly demonstrates honesty and accountability, which are core integrity values.
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?
- Issue the refund anyway to end the argument
- Refuse angrily and tell them to read the policy sign
- Calmly explain the return policy and offer to involve a manager if they wish (Correct answer)
- Walk away and let another employee deal with it
Correct answer: Calmly explain the return policy and offer to involve a manager if they wish
Explaining policy calmly and offering escalation to management balances customer service with adherence to store rules.
CVS Assessment 2
A customer approaches you visibly upset about a long wait time at the pharmacy counter.
What is the best response?