Customer Service
When is our first chance to greet the customer
When they walk into the store
When should we offer a substitution
When the item a customer wanted is out of stock
What role does the store associate play
providing excellent customer service and assisting on the sales floor
What is it called when we turn all of the products around to face the same way
Facing
What body language should we display when talking to a customer
Looking at them, standing up straight, and smiling
What is the first A in the 3 As method
Acknowledge
How do we guarantee an item is out of stock
Scan the bar code and check the inventory
Who do you report to if the manager is not present
shift lead or assistant manager
What is it called when we bring products from the back of the shelf to the front to fill in empty spaces
Fronting
When is it okay to use your phone in the store
in the break room during designated break times
What does the O stand for in the GOT model
Offer
What are the 3 qualities of a good substitution
Who is the only person allowed to give medical input to customers
The pharmacist
When stocking is it okay to stack products up taller than the shelves
No
What is punctuality
What is the CVS Purpose
Bringing our Heart to every moment of your health
When offering a substitute, can we offer to go to another store to get it
No
Whose role is it to handle shoplifting customers
Loss prevention and the manager
What information does the product label tell us
The price, quantity/size, name of product, product number, product location
What are the 5 values of CVS
Innovation, collaboration, caring, integrity, accountability
Who takes priority, the customer in the store or the customer on the phone
The customer in the store
What day should we tell a customer to come back if we cant find the item they're looking for today
There is no specific day that will guarantee they get the item they are looking for
No
In order to keep everyone safe, where should we place the bins in the store while we are stocking
On the side of the aisles, not in the middle of the floor or on the end of the aisles out of the walking way
Which side of the label do we align products with
The left side