Summary
- This session reviewed sample CVS Virtual Job Tryout assessment scenarios focused on customer service and problem-solving.
- Multiple situational questions were discussed, with recommended "most likely" and "least likely" responses provided for each.
- The scenarios covered handling customer complaints, coupon misunderstandings, balancing multiple customer needs, and proactive in-store assistance.
Action Items
(No action items were identified in this session as it was focused on assessment practice and sample answers.)
Handling Pharmacy Complaints
- The best approach is to listen to the customer and allow them to express frustrations.
- Also appropriate to apologize on behalf of the pharmacy or ask if the customer wants to speak to the manager.
- Least effective is to defer the complaint to pharmacy staff without addressing it first, or to offer a coupon as compensation.
Coupon Application Dispute
- In cases where a coupon is only valid on full-priced items but the customer is confused, the preferred response is to apologize for any confusion but reiterate the policy.
- It is also acceptable to show the customer the terms on the coupon.
- Asking the customer if she wants to return sale items is the least appropriate action.
Managing Multiple Customers Requiring Attention
- When one customer requires immediate assistance while you're helping another, the most effective response is to politely ask the first customer if it is acceptable to quickly assist the second, urgent customer and then return.
- Ignoring or delaying the second customer while focusing solely on the first is not recommended.
Offering In-Store Assistance
- If a customer is shopping with children and carrying multiple items without a basket, the proactive approach is to bring her a shopping basket.
- Waiting until she begins to struggle before offering help is the least effective response.
Decisions
- Preferred customer service responses identified for each scenario â Emphasized listening, clear communication, proactive assistance, and balancing customer needs.
Open Questions / Follow-Ups
- None noted in this session.