Florida Pharmacy Technician Certification Practice Test

How should you respond when a new customer approaches the Drop-off workstation while you are busy with another?

1. Welcome to CVS. I'll be with you in a moment

2. Excuse me. Let me find another Team Member to help you

3. Welcome to CVS. What is your name and how many prescriptions are you dropping off today?

4. Hang on a second. I'm in the middle of something.

The correct answer is: Welcome to CVS. I'll be with you in a moment

When a new customer approaches the Drop-off workstation while you are occupied, responding with a warm acknowledgment such as “Welcome to CVS. I'll be with you in a moment” is an appropriate and professional approach. This response communicates to the customer that they are valued and recognized, despite your current engagement with another task. By offering a brief greeting and informing them that you'll assist them shortly, you set a positive tone for their experience at the pharmacy. It reflects good customer service practices, showing that you are attentive and considerate of their time. This approach can help in establishing a rapport with the customer while minimizing the chance of them feeling ignored or neglected. In contrast, instantly directing the customer to another team member may come off as dismissive if it’s done without an acknowledgment, and asking for details about their prescription at that moment could create confusion when they are just seeking initial assistance. Responding abruptly, such as saying “Hang on a second,” lacks professionalism and may leave a negative impression on the customer. Therefore, maintaining a friendly and welcoming demeanor while managing your current workload is essential in fostering a positive customer interaction.