CVS Handling Workplace Challenges 4 — Questions and Answers
Question 1: A customer requests a medication that requires a prescription but claims to have forgotten theirs at home. How do you handle this?
- Dispense the medication since they are clearly a regular customer
- Politely explain that a valid prescription is required before dispensing (Correct answer)
- Give them a partial supply to last until they get the prescription
- Have them sign a form and dispense the medication
Correct answer: Politely explain that a valid prescription is required before dispensing
Dispensing prescription medication without a valid prescription is illegal regardless of circumstance.
Question 2: You make a commitment to a customer but realize later you cannot fulfill it. What is the right course of action?
- Hope the customer forgets about the commitment
- Contact the customer promptly, apologize, and offer an alternative solution (Correct answer)
- Have a coworker deal with the customer instead
- Fulfill part of the commitment and not mention the rest
Correct answer: Contact the customer promptly, apologize, and offer an alternative solution
Proactive communication about unmet commitments preserves trust and gives the customer time to make alternative arrangements.
Question 3: During a shift, two coworkers get into an argument that disrupts store operations. As a lead, what do you do?
- Take sides based on who you think is right
- Separate the coworkers, calm the situation, and notify management (Correct answer)
- Ignore the conflict and let them resolve it themselves
- Threaten both with disciplinary action immediately
Correct answer: Separate the coworkers, calm the situation, and notify management
Separating conflicting parties and notifying management prevents escalation and protects the store environment.
Question 4: A customer accuses you of overcharging them, but you believe the charge is correct. What do you do?
- Tell the customer they are mistaken and move on
- Remain calm, review the transaction together, and involve a manager if needed (Correct answer)
- Issue a refund immediately to avoid conflict
- Ask the customer for proof before reviewing anything
Correct answer: Remain calm, review the transaction together, and involve a manager if needed
Reviewing the transaction collaboratively shows respect and ensures accuracy without unnecessary conflict.
Question 5: You are running a register and the system goes down mid-transaction. What is the best response?
- Ask the customer to come back when the system is fixed
- Apologize, inform the customer of the issue, and follow offline procedures (Correct answer)
- Manually estimate the total and collect payment
- Leave the customer at the register and find a manager without explaining
Correct answer: Apologize, inform the customer of the issue, and follow offline procedures
Following offline procedures maintains service continuity and keeps the customer informed during a system outage.
Question 6: A customer is trying to purchase alcohol but appears to be under the legal drinking age. What must you do?
- Sell the alcohol if the customer insists they are of age
- Ask for valid government-issued ID regardless of how old they appear (Correct answer)
- Use your best judgment based on their appearance
- Sell a limited quantity to minimize risk
Correct answer: Ask for valid government-issued ID regardless of how old they appear
CVS policy and state law require ID verification for alcohol purchases; appearance alone is not sufficient.
Question 7: You witness a customer shoplifting. What is the correct CVS employee response?
- Physically detain the customer until police arrive
- Observe and remember details, then notify loss prevention or management (Correct answer)
- Confront the customer immediately at the store exit
- Ignore it since it is not your primary job responsibility
Correct answer: Observe and remember details, then notify loss prevention or management
CVS policy prohibits employees from physically confronting shoplifters; reporting to loss prevention is the correct action.
CVS Handling Workplace Challenges 4
A customer requests a medication that requires a prescription but claims to have forgotten theirs at home.
How do you handle this?