CVS Assessment 4 — Questions and Answers
Question 1: You are training a new team member who is struggling to learn the register system. What is the best approach?
- Tell them to figure it out on their own since you are busy
- Do their tasks for them so the line keeps moving
- Patiently walk them through the steps and offer to answer questions as they practice (Correct answer)
- Report them to management as incompetent
Correct answer: Patiently walk them through the steps and offer to answer questions as they practice
Supportive, hands-on training helps new employees build confidence and competence without disrupting service.
Question 2: During a shift, you realize you gave a customer the wrong change. What is the most appropriate action?
- Hope the customer does not notice and move on
- Take the money from your own pocket to cover the difference
- Alert your supervisor immediately and follow cash reconciliation procedures (Correct answer)
- Wait until end of shift to see if the drawer balances
Correct answer: Alert your supervisor immediately and follow cash reconciliation procedures
Immediately notifying a supervisor ensures the error is corrected transparently and the drawer is reconciled accurately.
Question 3: A customer wants to know if a generic medication works as well as the brand-name version. How should you respond?
- Tell them generics are always inferior to brand-name drugs
- Explain that generic drugs contain the same active ingredients and FDA requires equivalent effectiveness, and suggest they speak with the pharmacist for personal guidance (Correct answer)
- Make up an answer to seem knowledgeable
- Tell them you cannot discuss medications at all
Correct answer: Explain that generic drugs contain the same active ingredients and FDA requires equivalent effectiveness, and suggest they speak with the pharmacist for personal guidance
Sharing accurate general information while directing the customer to the pharmacist for personalized advice is the correct balanced response.
Question 4: How does CVS's ExtraCare loyalty program primarily benefit customers?
- It provides free prescriptions to all members
- It offers cashback rewards and personalized coupons on purchases (Correct answer)
- It gives members priority access to pharmacy counters
- It automatically enrolls customers in health insurance
Correct answer: It offers cashback rewards and personalized coupons on purchases
ExtraCare is a rewards program that gives members cashback on purchases and personalized discount offers.
Question 5: A customer is rude and uses inappropriate language toward you. What should you do?
- Respond with equal rudeness to assert yourself
- Remain calm, maintain a professional tone, and involve a manager if the behavior continues (Correct answer)
- Walk off the floor and take a break to cool down
- Refuse to serve them and loudly call for security
Correct answer: Remain calm, maintain a professional tone, and involve a manager if the behavior continues
Staying calm and professional while escalating to a manager when needed protects both you and the store's reputation.
Question 6: Which of the following best describes CVS Health's stance on tobacco sales?
- CVS continues to sell tobacco products as a major revenue stream
- CVS stopped selling tobacco products in 2014 to align with its health-focused mission (Correct answer)
- CVS sells only electronic cigarettes, not traditional tobacco
- CVS sells tobacco only in states where it is legally required to do so
Correct answer: CVS stopped selling tobacco products in 2014 to align with its health-focused mission
CVS Health removed tobacco products from all stores in 2014 as part of its commitment to promoting health and wellness.
Question 7: When handling a customer complaint about a pharmacy error, what is the most critical first step?
- Deny that an error occurred to protect the store
- Immediately involve the pharmacist and document the incident (Correct answer)
- Offer a store coupon and change the subject
- Tell the customer errors are very rare and not to worry
Correct answer: Immediately involve the pharmacist and document the incident
Pharmacy errors require immediate pharmacist involvement and documentation to ensure patient safety and proper follow-up.
CVS Assessment 4
You are training a new team member who is struggling to learn the register system.
What is the best approach?