CVS Assessment 3 — Questions and Answers
Question 1: CVS Health's primary corporate mission focuses on which of the following?
- Maximizing shareholder profit above all else
- Helping people on their path to better health (Correct answer)
- Expanding retail locations internationally
- Competing with traditional grocery stores
Correct answer: Helping people on their path to better health
CVS Health's mission centers on helping customers achieve better health outcomes, which guides all business decisions.
Question 2: You are stocking shelves and discover that several products are past their expiration date. What should you do?
- Leave them since customers rarely check expiration dates
- Move them to the back so they are purchased last
- Remove them from the shelf and follow store procedures for expired product disposal (Correct answer)
- Discount them and sell them quickly
Correct answer: Remove them from the shelf and follow store procedures for expired product disposal
Removing expired products and following disposal procedures protects customer safety and complies with health regulations.
Question 3: A customer is having difficulty reading small print on a product label. How should you assist them?
- Tell them to bring their glasses next time
- Read the label to them or find a larger-print version of the information (Correct answer)
- Suggest they ask someone else for help
- Direct them to the store website to look it up
Correct answer: Read the label to them or find a larger-print version of the information
Directly assisting customers with accessibility needs demonstrates care and improves the overall shopping experience.
Question 4: Which of the following is an example of upselling at CVS?
- Suggesting a travel-size version of a product to reduce cost
- Recommending a larger supply of vitamins with a better value per unit (Correct answer)
- Telling a customer their preferred brand is out of stock
- Processing a return quickly to free up the register
Correct answer: Recommending a larger supply of vitamins with a better value per unit
Upselling involves recommending a higher-value purchase, such as a larger size that offers better value.
Question 5: If you witness a coworker stealing merchandise, what is the correct action?
- Confront them immediately and demand they return it
- Say nothing to avoid becoming involved
- Report it to a manager or through the company's anonymous reporting system (Correct answer)
- Take merchandise yourself since it seems acceptable
Correct answer: Report it to a manager or through the company's anonymous reporting system
Reporting theft through proper channels — including anonymous tip lines — protects the company and upholds ethical standards.
Question 6: A pharmacy customer presents a prescription but cannot afford the full copay. What is the most helpful response?
- Turn them away and tell them to come back when they have the money
- Fill only part of the prescription without explaining
- Inform them about available discount programs such as ExtraCare or manufacturer coupons (Correct answer)
- Suggest they skip doses to make the medication last longer
Correct answer: Inform them about available discount programs such as ExtraCare or manufacturer coupons
Directing patients to legitimate cost-reduction programs ensures medication access while following safe dispensing practices.
Question 7: When is it appropriate to ask for a customer's ID during a transaction?
- Only when the customer appears to be a teenager
- When purchasing age-restricted items such as alcohol, tobacco, or certain medications (Correct answer)
- Never, as it can offend customers
- Only when the manager is watching
Correct answer: When purchasing age-restricted items such as alcohol, tobacco, or certain medications
ID verification for age-restricted products is a legal requirement and protects the store from compliance violations.
CVS Assessment 3
CVS Health's primary corporate mission focuses on which of the following?