cvs whvdhk

1)	The purpose of the Fraud Fighter/ black light machine is to:

Replace the payment terminal Identify valid driver’s licenses, credit cards and traveler’s checks Verify all IDs presented for the purchase of PSE/E products 1 Verify that the magnetic stripe on credit cards is readable

2)	Which of the following statements is true regarding the storage of blue and green trash bags containing PHI?

Blue or green bags containing PHI MUST be stored within the locked confidential waste vendor bin(s) in a secure, restricted location inside your store’s backroom for proper confidential disposal1 Blue and green bags MUST be stored outside of the building or discarded in your store’s garbage dumpster if it is trash pick-up day Blue and green bags MUST be stored near the receiving doors or near other non-confidential trash Blue and green bags MUST be stored in containers, in a secure, restricted location, near clear bags that are ready for disposal

3)	Which of the following statements is not correct regarding confidential waste?

Confidential trash generated by the Front Store must be disposed of in blue bags and discarded into the locked confidential waste vendor bins by Front Store Management Stock bottles and prescription vials without PHI may be placed into clear bags1 Expired confidential hardcopy records must be placed into blue bags and into your store’s locked confidential waste vendor bins for proper disposall Front Store Management and colleagues should use clear trash bags for daily Front Store trash

4)	Which of the following would indicate that an adult may be purchasing an age restricted product (e.g. alcohol) for a minor?

Minor taking money from an adult Minor hanging out in the magazine aisle for a long period of time Minor standing around the register appearing to be waiting for someone1 Minor in an athletic uniform enters the store 11

5)	Unless your state law is more stringent, if a customer appears to be under the age of 27 and is unable to produce a valid ID for the purchase of restricted products (e.g. alcohol), you should:

Ask if someone in the store can "vouch" for them Take down their address and phone number to complete the sale Let it go, just one time, but insist they bring their ID next time Refuse the sale1

6)	Failure to comply with CVS/pharmacy company policy and the law regarding sales of restricted products will have numerous potential outcomes, including:

Disciplinary action, including termination of employment1 Disciplinary action, including probation for the period of 3 months Disciplinary action, including a demotion Disciplinary action, including a reduction in pay

7)	Failure to pull outdates is a serious violation and may result in disciplinary action up to and including termination – particularly with categories such as

Candy, snacks, stomach remedies Baby feeding, children’s remedies and dairy1 Cold remedies, diet/nutrition, pain relievers Skincare, grocery 1

8)	What is the Federal limit on daily purchases of PSE/E products?

1.0 grams 3.2 grams 3.6 gra1ms 4.6 grams

9)	If your store does not have enough vendor confidential waste bins, use ______________ to schedule an extra pick up.

myHR The Ethics Line The Legal Department ServiceCha1nnel

10)	Drug diversion is a crime and will not be tolerated at CVS/pharmacy. Which example below is not considered diversion?

A colleague giving medication to a friend or family member without accepting payment at the register A colleague self medicates or ingests drugs from the Pharmacy without a prescription to avoid having to go home sick A colleague forges or alters a prescription A colleague1 provides a prescription from his/her doctor, pays for and picks up the prescription after his/her shift

11)	An inhalant abuser can also suffer from Sudden Sniffing Death Syndrome. This means the abuser can die the _______________ time he/she abuses an inhalant.

1st 10th 100th Any of 1the above

12)	CVS/pharmacy prohibits ___ and ___ in the Pharmacy and requires them to be stored in secured lockers outside the Pharmacy. (Select all that apply)

Bags1 Perso1nal belongings Lab coats None of the above

13)	Call ________________if you have concerns about drug diversion.

Immediate supervisor myHR: 888-694-7287 (888-MY-HR-CVS) The Ethics1 Line: 1-877-CVS-2040 Service Channel

14)	Front Store colleagues should be alert to signs that a patient may be diverting controlled substances. These "red flags" include:

Customers arriving in groups to get prescriptions filled Customer appears to be visibly altered, intoxicated or incoherent Cash payments All of the ab1ove

15)	It is a violation of law and CVS/pharmacy policy for any colleague to complete a sale of PSE/E to any customer if the colleague has reason to believe that the individual is purchasing PSE/E for any reason other than for a legitimate purpose.

T1rue False 1

16)	Refer to the weekly Workload Manager Task or the Dated Merchandise Operations Manual for specifics regarding when to perform a dated merchandise review.

T1rue False

17)	Which of the following describes the CVS/pharmacy policy regarding the merchandising and sale of products containing pseudoephedrine/ephedrine (PSE/E)?

PSE/E must be merchandised behind the front checkout and sold from a front store register PSE/E must be merchandised behind either the Pharmacy or front checkout, but must be purchased through a Pharmacy register PSE/E must be merchandised behind the Pharmacy checkout and purchased from the front checkout only if the Pharmacy department is busy PSE/E mus1t be merchandised exclusively behind the Pharmacy checkout and purchased through a Pharmacy register

18)	Colleagues must comply with the laws and regulations regarding controlled substances at all times and any issues of non-compliance must be reported to_________.

Employee Relations at 1-866-222-9438 x 6656393 Customer Support Center at 1-866-528-7272 The Ethics1 Line at 1-877-CVS-2040 IS Help Desk 1-800-773-4003

19)	I acknowledge that I have received and read, and I understand and agree to abide by the policies, procedures and training set forth in the New Colleague Compliance course.

1 Yes No

20)	I certify that I have received the Alcohol and Confidential Waste policies, as well as state specific policies, procedures/information pertinent to my state as part of the hiring process.

1True False

Assessment Stats

Total Questions: 20
Passing Threshold: 100%

CVS ANSWER

1)	What are the 4 Front Store and Pharmacy behaviors that support myCustomer?

Maintain Eye Contact, Offer Help, Walk to Item and Laser Focused on the Customer Acknowledged Immediately, Offer Help, Walk to Item and Maintain Eye Contact Acknowledged Immediately, Provide a Basket, Walk to Item and Laser Focused on the Customer Acknowledged Immediately, Offer Help, Walk to Item and Laser Focused on the Customer correct

2)	A key resource you will use to support your training and development at CVS is:

CVS Health.com CVS University CVS.com CVSLEARNet correct

3)	CVS Caremark's purpose is to help people on their path to _______ _______.

more convenience. lower prices. better health.correct increased service.

4)	What are the CVS Caremark values: Innovation, Caring, Integrity, Accountability and _______?

Responsibility Productivity Collaborationcorrect Results

5)	Which of the following statements BEST describes the importance of practicing “GOT Heart?” with every customer?

When we acknowledge customers immediately, offer help and walk them to the item on the sales floor we grow sales and differentiate our servicecorrect Approaching customers helps deter shoplifting since most customers will steal if given the chance Colleagues should monitor the number of customers in the store at one time when working on the sales floor There are thousands of products in the store so most customers cannot find what they want without help

6)	Which of the following metrics are measured in the Pharmacy on the myCustomer Experience Scorecard?

Courteous/Friendly Clean and Neat Acknowledged Immediatelycorrect Offered Help/Walked to Item

7)	The standard at CVS is that whenever there are three people in line at the register, the person at the register should ________.

Ring out customers as quickly as possible Skip bagging purchases Ask customers to come back when line is shorter Call store colleagues for backup correct

8)	What is TRUE about rainchecks?

They are offered to a customer as a last resort correct They are only redeemable at the CVS/pharmacy indicated They expire within 60 days of being issued They may be issued for all regularly carried items

9)	What does G.O.T. stand for?

Greet, Observe, Train Go, Offer, Train Greet, Offer, Thank correct Go, Over, There

10)	Which of the following statements is TRUE about CVS Brand products?

CVS Brand products help drive sales because they cost more than the national brand There are more CVS Brand products on the shelves than national brands in CVS/pharmacy Stores CVS Brand products help to build customer loyalty and are backed by a 100% Satisfaction Guaranteecorrect There are several retailers that sell CVS Brand products because of their high quality

11)	Which of the following statements describe CVS’s Strategy?

Improving Health Care Reinventing Pharmacycorrect Selling Affordable Medications Making People Healthy

12)	Why is it important to handle customer issues using “Acknowledge, Apologize and Act”?

It sends a message that you understand, the person who created the problem was wrong and you’ll make sure they are disciplinedcorrect It sends a message that you heard the customer, take responsibility and admit there is nothing you can do about it It sends a message that you heard the customer, don’t think the problem is all that bad but will get a manager to resolve it. It sends a message that you understand why the customer is upset, are sorry for their experience and will do something about it

13)	How does CVS define the value, “Innovation”?

Treat people with respect and compassion. Take personal ownership for our actions and results. Share and partner with people to explore and create things. Demonstrate openness, curiosity, and creativity correct.

14)	Which of the following abbreviations refers to the CVS/pharmacy customer service model?

G.H.T. G.E.T G.O.Tcorrect. D.O.T

15)	What tool provides feedback on how the customer’s experience was impacted while you were working in the store.?

Colleague Engagement Survey myCustomer Experience Scorecard New Hire Survey myImpact correct

16)	What is the first thing you should do when a customer requests a sale item once you’ve determined that item is out of stock?

Refer the customer to a competitor who has the item in stock Issue the customer a raincheck for the item that is out of stock Tell the customer when you store’s next delivery day is and to come back then Offer the customer a substitute item correct

17)	Which of the following is measured in the Front Store on the myCustomer Experience Scorecard?

Rx In-Stock Patient Care Counseling Satisfaction Satisfaction with Time to Fill Offered Help/Walked to Itemcorrect