CVS Customer and Colleague Interactions 5

Question 1

A customer is on their phone during checkout and is not responding to your prompts for payment. What should you do?

Accepted Answer

Wait a brief moment, then politely get their attention to complete the transaction

Answer

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?

Accepted Answer

Report the issue to your supervisor and suggest better signage or shelf placement

Answer

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?

Accepted Answer

Attempt to resolve the issue yourself first; if unsuccessful, calmly retrieve a supervisor

Answer

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?

Accepted Answer

Speak up assertively in the moment or report it to a supervisor or HR

Answer

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?

Accepted Answer

Check the store's current purchase limit policy and enforce it politely and consistently

Answer

Enforcing purchase limits consistently and politely prevents hoarding and ensures product availability for all customers.

CVS - Assessment Practice Test