CVS Situational Judgment Scenarios 5

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?

Accepted Answer

Encourage them to speak with the pharmacist and inform them about patient assistance programs or generic alternatives

Answer

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?

Accepted Answer

Teach them the official policy and procedure, regardless of your personal habits

Answer

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?

Accepted Answer

Politely maintain that the coupon is expired, explain the policy, and offer to help them find a current promotion

Answer

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?

Accepted Answer

Discreetly report your observation to a manager immediately

Answer

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?

Accepted Answer

Calmly explain what you recorded, inform them that bill discrepancies require a supervisor review, and call your manager

Answer

Cash disputes must be escalated to a manager who can review transaction records and security footage if needed.

CVS - Assessment Practice Test

CVS - Assessment Practice Test

CVS Situational Judgment Scenarios 5