CVS Assessment 5 — Questions and Answers
Question 1: A customer asks where a specific product is located and you are not sure. What do you do?
- Tell them you do not know and walk away
- Point them in a general direction and hope for the best
- Accompany them to find the product or ask a knowledgeable colleague for help (Correct answer)
- Tell them to check the store app
Correct answer: Accompany them to find the product or ask a knowledgeable colleague for help
Personally assisting customers or finding someone who can demonstrates commitment to excellent service.
Question 2: You are assigned to clean and organize the store but your section is especially messy. A customer asks for help at the same time. What should you do?
- Ignore the customer and finish your task first
- Help the customer first, then return to your cleaning task (Correct answer)
- Tell the customer to come back later when you are not busy
- Ask the customer to help you straighten the aisle while you talk
Correct answer: Help the customer first, then return to your cleaning task
Customer assistance always takes priority over routine tasks, which can be resumed after the customer is helped.
Question 3: Which of the following best demonstrates good time management during a busy shift?
- Focusing on one task until fully complete before anything else, even if customers wait
- Prioritizing customer-facing tasks while fitting in stocking and cleaning during slow periods (Correct answer)
- Asking to leave early if tasks feel overwhelming
- Delegating all restocking to the next shift
Correct answer: Prioritizing customer-facing tasks while fitting in stocking and cleaning during slow periods
Effective time management means prioritizing customer service while using downtime productively for other duties.
Question 4: A customer returns an over-the-counter medication claiming it made them feel sick. What is your first concern?
- Whether they have a receipt
- Whether the return window has expired
- The customer's health and safety — ask if they need medical attention and alert the pharmacist (Correct answer)
- Whether the product packaging is intact for resale
Correct answer: The customer's health and safety — ask if they need medical attention and alert the pharmacist
Customer health and safety is always the top priority; the pharmacist must be involved anytime medication causes an adverse reaction.
Question 5: How should you handle a situation where two coworkers are arguing loudly near customers?
- Join in to share your opinion
- Ask them quietly to take the conversation to the break room or involve a supervisor (Correct answer)
- Record the argument on your phone
- Loudly tell them to stop in front of customers
Correct answer: Ask them quietly to take the conversation to the break room or involve a supervisor
Redirecting conflict away from the sales floor minimizes customer disruption and is the professional response.
Question 6: What does CVS's MinuteClinic primarily provide?
- Full-service emergency room care
- Walk-in treatment for minor illnesses, injuries, and preventive care services (Correct answer)
- Long-term chronic disease management only
- Prescription-only services without clinical evaluation
Correct answer: Walk-in treatment for minor illnesses, injuries, and preventive care services
MinuteClinic is CVS's walk-in health clinic that offers treatment for minor conditions and preventive services like vaccinations.
Question 7: A manager gives you feedback that you disagree with. What is the most professional response?
- Argue your point loudly so other staff can hear
- Ignore the feedback since you believe you are right
- Listen respectfully, acknowledge the feedback, and ask clarifying questions if needed (Correct answer)
- Complain to coworkers about the manager afterward
Correct answer: Listen respectfully, acknowledge the feedback, and ask clarifying questions if needed
Receiving feedback professionally, even when you disagree, reflects maturity and a willingness to grow in the workplace.
CVS Assessment 5
A customer asks where a specific product is located and you are not sure.
What do you do?