CVS Customer and Colleague Interactions 4 — Questions and Answers
Question 1: You are stocking shelves when a customer asks for help. You are behind on your task. What should you do?
- Ignore the customer because your stocking task is the priority
- Briefly assist the customer and then return to your stocking task (Correct answer)
- Tell the customer to find another employee
- Leave your cart in the aisle and spend unlimited time with the customer
Correct answer: Briefly assist the customer and then return to your stocking task
Assisting the customer briefly and returning to your task balances service and store operational needs.
Question 2: A customer accuses you of making an error on their transaction. You believe the transaction was correct. What should you do?
- Argue with the customer to prove you are right
- Review the transaction together calmly, and if needed, involve a supervisor to resolve the dispute (Correct answer)
- Immediately refund the customer to avoid conflict
- Tell the customer to call corporate if they have a complaint
Correct answer: Review the transaction together calmly, and if needed, involve a supervisor to resolve the dispute
Calmly reviewing the transaction and escalating if needed resolves disputes fairly and professionally.
Question 3: You disagree with a decision made by your supervisor about how to handle a customer complaint. What is the appropriate action?
- Undermine the supervisor's decision in front of the customer
- Follow the supervisor's decision in the moment and raise your concern privately afterward (Correct answer)
- Refuse to carry out the instruction
- Complain about it to other coworkers
Correct answer: Follow the supervisor's decision in the moment and raise your concern privately afterward
Following the supervisor's direction while the customer is present, then addressing concerns privately, maintains team professionalism.
Question 4: A customer who appears to be elderly and confused is asking for assistance reading a product label. What should you do?
- Tell them to get reading glasses and walk away
- Read the label to them clearly and offer to walk them to the pharmacist if it is a medication (Correct answer)
- Hand them a magnifying glass and leave
- Tell them all the information is online
Correct answer: Read the label to them clearly and offer to walk them to the pharmacist if it is a medication
Reading the label and offering pharmacy assistance demonstrates care for vulnerable customers.
Question 5: A coworker is being rude to customers when they think no one is watching. What should you do?
- Record them on your phone and post it online
- Ignore it as long as customers are not complaining to you directly
- Address it with the coworker privately or report it to a supervisor (Correct answer)
- Confront the coworker loudly in front of customers
Correct answer: Address it with the coworker privately or report it to a supervisor
Reporting or privately addressing rude behavior protects customers and maintains store standards.
Question 6: A customer wants to use multiple coupons on a single transaction that may exceed policy limits. What should you do?
- Accept all coupons to keep the customer happy
- Apply the coupons per CVS coupon policy and explain any limitations politely (Correct answer)
- Refuse all coupons and tell them to read the fine print
- Accept all coupons and secretly void some without telling the customer
Correct answer: Apply the coupons per CVS coupon policy and explain any limitations politely
Applying coupons according to policy while explaining limitations transparently is honest and policy-compliant.
Question 7: At shift change, a colleague does not properly brief you on unresolved customer issues. What is the best response?
- Let any unresolved issues go since they are not your responsibility
- Ask your colleague for a quick rundown of pending issues before they leave (Correct answer)
- Blame your colleague if something goes wrong during your shift
- Start fresh and tell any returning customers their issue is no longer on record
Correct answer: Ask your colleague for a quick rundown of pending issues before they leave
Requesting a handoff briefing ensures continuity of service and prevents customers from repeating their issues.
CVS Customer and Colleague Interactions 4
You are stocking shelves when a customer asks for help.
You are behind on your task.
What should you do?