CVS Customer and Colleague Interactions 4

Question 1

You are stocking shelves when a customer asks for help. You are behind on your task. What should you do?

Accepted Answer

Briefly assist the customer and then return to your stocking task

Answer

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?

Accepted Answer

Review the transaction together calmly, and if needed, involve a supervisor to resolve the dispute

Answer

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?

Accepted Answer

Follow the supervisor's decision in the moment and raise your concern privately afterward

Answer

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?

Accepted Answer

Read the label to them clearly and offer to walk them to the pharmacist if it is a medication

Answer

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?

Accepted Answer

Address it with the coworker privately or report it to a supervisor

Answer

Reporting or privately addressing rude behavior protects customers and maintains store standards.

CVS - Assessment Practice Test