CVS Situational Judgment Scenarios 5 — Questions and Answers
Question 1: A regular customer confides in you that they have been skipping doses of their prescription to make it last longer because they cannot afford refills. What is the most helpful response?
- Tell them that is their personal decision and move on
- Encourage them to speak with the pharmacist and inform them about patient assistance programs or generic alternatives (Correct answer)
- Advise them medically on how to stretch their medication safely
- Report them to their doctor without their consent
Correct answer: Encourage them to speak with the pharmacist and inform them about patient assistance programs or generic alternatives
Connecting patients to cost-reduction resources and the pharmacist is the appropriate, helpful response within your role.
Question 2: You are training a new hire and they ask you how to handle a situation that you personally handle differently than the official policy states. What should you do?
- Teach them your personal method since it works better
- Teach them the official policy and procedure, regardless of your personal habits (Correct answer)
- Tell them to figure it out on their own
- Teach them both methods and let them choose
Correct answer: Teach them the official policy and procedure, regardless of your personal habits
Training new employees on official policy ensures consistency, compliance, and protects both the employee and the store.
Question 3: A customer is trying to use an expired coupon and becomes argumentative when you decline it. How should you respond?
- Accept the coupon anyway to avoid conflict
- Match their frustration and speak firmly
- Politely maintain that the coupon is expired, explain the policy, and offer to help them find a current promotion (Correct answer)
- Call security immediately
Correct answer: Politely maintain that the coupon is expired, explain the policy, and offer to help them find a current promotion
Staying calm, explaining the reason, and offering an alternative demonstrates professionalism and redirects the conversation positively.
Question 4: You notice that a coworker appears to be under the influence of alcohol or drugs while on shift. What is the appropriate action?
- Confront the coworker directly in front of customers
- Ignore it since it is not your responsibility
- Discreetly report your observation to a manager immediately (Correct answer)
- Cover their tasks for them and address it later
Correct answer: Discreetly report your observation to a manager immediately
Reporting suspected impairment to management protects customers, the coworker, and the safety of the workplace.
Question 5: A customer insists they gave you a $50 bill but your drawer shows you received a $20. There is a dispute. What do you do?
- Accept the customer's claim and give them $30 in change
- Argue with the customer that they are wrong
- Calmly explain what you recorded, inform them that bill discrepancies require a supervisor review, and call your manager (Correct answer)
- Close your register and walk away
Correct answer: Calmly explain what you recorded, inform them that bill discrepancies require a supervisor review, and call your manager
Cash disputes must be escalated to a manager who can review transaction records and security footage if needed.
Question 6: A customer complains to you about another CVS employee being rude during a previous visit. You were not present for the interaction. What is the right response?
- Apologize on behalf of the company, validate the customer's experience, and let them know you will pass the feedback to management (Correct answer)
- Defend your coworker and dismiss the complaint
- Tell the customer to submit feedback online and end the conversation
- Agree that the coworker is always rude
Correct answer: Apologize on behalf of the company, validate the customer's experience, and let them know you will pass the feedback to management
Acknowledging the complaint professionally and ensuring feedback reaches management is the appropriate customer service response.
Question 7: You are asked by your manager to work through your scheduled break during a rush. You are already tired and know your state requires a break by law. What should you do?
- Skip the break without saying anything to be a team player
- Refuse to work and leave immediately
- Politely remind your manager of the legal break requirement and work with them to find a solution (Correct answer)
- Take the break without telling your manager
Correct answer: Politely remind your manager of the legal break requirement and work with them to find a solution
Legally mandated breaks must be respected; communicating this respectfully allows the manager to adjust staffing rather than inadvertently violating labor law.
CVS Situational Judgment Scenarios 5
A regular customer confides in you that they have been skipping doses of their prescription to make it last longer because they cannot afford refills.
What is the most helpful response?