CVS Customer and Colleague Interactions 5 — Questions and Answers
Question 1: A customer is on their phone during checkout and is not responding to your prompts for payment. What should you do?
- Cancel their transaction and call the next customer
- Wait a brief moment, then politely get their attention to complete the transaction (Correct answer)
- Speak loudly about their rudeness to others in line
- Reach over and tap their phone to get their attention
Correct answer: Wait a brief moment, then politely get their attention to complete the transaction
Patiently and politely re-engaging the customer respects their time while keeping the line moving.
Question 2: You notice a pattern where customers frequently cannot find a commonly requested product. What is the most proactive response?
- Tell each customer the store layout is confusing and they should memorize it
- Report the issue to your supervisor and suggest better signage or shelf placement (Correct answer)
- Make your own signage without informing management
- Ignore the pattern as it is not part of your job
Correct answer: Report the issue to your supervisor and suggest better signage or shelf placement
Reporting recurring customer navigation issues to a supervisor leads to systemic improvement.
Question 3: A customer demands to speak with 'someone in charge' immediately over a pricing dispute. What should you do?
- Tell them no manager is available even if one is
- Attempt to resolve the issue yourself first; if unsuccessful, calmly retrieve a supervisor (Correct answer)
- Hand off the situation to the supervisor without any context
- Tell the customer managers only handle serious complaints
Correct answer: Attempt to resolve the issue yourself first; if unsuccessful, calmly retrieve a supervisor
Attempting resolution first, then involving a supervisor with context, is efficient and professional.
Question 4: A colleague makes an off-color joke that makes you and other coworkers uncomfortable. What is the appropriate action?
- Laugh along to avoid tension
- Let it go the first time but document it if it becomes a pattern
- Speak up assertively in the moment or report it to a supervisor or HR (Correct answer)
- Post about it on social media
Correct answer: Speak up assertively in the moment or report it to a supervisor or HR
Speaking up or reporting inappropriate workplace behavior upholds CVS's respectful workplace standards.
Question 5: A customer is purchasing a large quantity of a product that could be subject to purchase limits. What should you do?
- Sell them as much as they want regardless of any limits
- Check the store's current purchase limit policy and enforce it politely and consistently (Correct answer)
- Refuse to sell them more than one unit even if no limit exists
- Ask them why they need so many before completing the sale
Correct answer: Check the store's current purchase limit policy and enforce it politely and consistently
Enforcing purchase limits consistently and politely prevents hoarding and ensures product availability for all customers.
Question 6: During a pharmacy interaction, a customer expresses confusion about their prescription dosage instructions. You are not a pharmacy technician. What do you do?
- Interpret the label for them based on your general knowledge
- Decline to help and tell them to call their doctor
- Direct them to the pharmacist who can clarify the dosage accurately and safely (Correct answer)
- Read the instructions out loud as written and leave them to figure it out
Correct answer: Direct them to the pharmacist who can clarify the dosage accurately and safely
Prescription dosage questions must be handled by licensed pharmacy staff to ensure patient safety.
Question 7: A customer leaves a negative comment card about your service. How should you respond if a supervisor shows it to you?
- Deny the events described and blame the customer
- Become defensive and refuse to discuss it
- Listen openly, take responsibility for any mistakes, and ask what you could do differently (Correct answer)
- Apologize excessively without understanding what went wrong
Correct answer: Listen openly, take responsibility for any mistakes, and ask what you could do differently
Receiving feedback with openness and asking for guidance demonstrates professional growth and accountability.
CVS Customer and Colleague Interactions 5
A customer is on their phone during checkout and is not responding to your prompts for payment.
What should you do?