CVS Situational Judgment Scenarios 3 — Questions and Answers
Question 1: During a busy afternoon shift, a shipment arrives that requires immediate stocking. You also have a line of customers waiting at your register. What do you prioritize?
- Stock the shipment because it is time-sensitive
- Serve the customers first, then address the shipment when appropriate (Correct answer)
- Ask the customers to wait while you complete the shipment
- Ignore the shipment until your shift ends
Correct answer: Serve the customers first, then address the shipment when appropriate
Customer service takes priority; shipment tasks can be coordinated around customer demand or delegated to another team member.
Question 2: You witness a coworker placing merchandise in their bag before clocking out. You are not 100% certain but it looks suspicious. What should you do?
- Confront the coworker loudly in front of others
- Report what you observed to a manager or through the store's loss prevention process (Correct answer)
- Say nothing because you are not completely sure
- Tell all your coworkers what you saw
Correct answer: Report what you observed to a manager or through the store's loss prevention process
Reporting to management or loss prevention is the correct channel to address potential theft without making accusations directly.
Question 3: A customer wants to return a product that clearly shows signs of heavy use, though they claim it is defective. The return window has also passed. What do you do?
- Process the return without question to avoid conflict
- Deny the return immediately without explanation
- Follow store return policy, explain the limitations, and offer to contact a manager if the customer disagrees (Correct answer)
- Tell the customer they are lying
Correct answer: Follow store return policy, explain the limitations, and offer to contact a manager if the customer disagrees
Following store policy while remaining respectful and offering escalation options balances consistency and customer satisfaction.
Question 4: You are helping a customer when your phone buzzes with what you expect is a personal emergency text. What should you do?
- Check your phone immediately mid-conversation
- Excuse yourself politely, finish assisting the customer quickly, then check your phone in a private area (Correct answer)
- Ignore it entirely without considering the context
- Ask the customer to wait while you respond to the message
Correct answer: Excuse yourself politely, finish assisting the customer quickly, then check your phone in a private area
Completing the customer interaction before addressing personal matters maintains professionalism while still allowing you to handle urgent needs.
Question 5: A manager gives you instructions that seem to contradict what a previous manager told you. How should you handle this?
- Follow the newest instruction without question
- Follow whichever instruction is easier for you
- Clarify the discrepancy with your current manager by explaining what you were previously told (Correct answer)
- Ignore both instructions and use your own judgment
Correct answer: Clarify the discrepancy with your current manager by explaining what you were previously told
Raising the conflict with your current manager ensures alignment and prevents errors from inconsistent direction.
Question 6: A customer complains that the price scanned at the register is higher than the tag on the shelf. What is the appropriate first step?
- Charge the shelf price immediately without verifying
- Apologize and tell them there is nothing you can do
- Verify the shelf price by checking the product location and apply the correct price per store policy (Correct answer)
- Ask the customer to provide proof before adjusting the price
Correct answer: Verify the shelf price by checking the product location and apply the correct price per store policy
Verifying shelf pricing and honoring the correct price per policy is both fair and legally required in many states.
Question 7: You are near the end of a long shift and feeling fatigued. You realize you may have made an error counting pills in a prescription. What should you do?
- Say nothing because the error is probably minor
- Clock out and hope the pharmacist catches it
- Immediately alert the pharmacist to recheck the prescription before it is dispensed (Correct answer)
- Recount quickly on your own and correct it without telling anyone
Correct answer: Immediately alert the pharmacist to recheck the prescription before it is dispensed
Any potential dispensing error must be flagged to the pharmacist before the medication reaches the patient — patient safety is non-negotiable.
CVS Situational Judgment Scenarios 3
During a busy afternoon shift, a shipment arrives that requires immediate stocking.
You also have a line of customers waiting at your register.
What do you prioritize?