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