CVS Pharmacy Technician Certification Practice Test

What is an appropriate course of action if a customer requests a specific brand?

1. Always dispense the brand requested

2. Dispense the generic without asking

3. Provide the brand only if it’s available

4. Inform the customer of substitution policies

The correct answer is: Inform the customer of substitution policies

When a customer requests a specific brand, it is important to inform them of the substitution policies that may apply. This ensures that the customer is aware of their options, including the possibility of switching to a generic equivalent, which can often be more cost-effective. Understanding substitution policies helps the pharmacy technician guide the customer effectively, providing them with the right information to make a choice that suits their needs, while also adhering to pharmacy regulation and best practices. In circumstances where the specific brand is not available, or if the pharmacy's policy offers alternative medications, it's crucial to communicate these aspects clearly. This not only fosters trust between the pharmacy and the customer but also enhances customer satisfaction by ensuring informed decision-making. Other choices do not address the importance of informing the customer about their options adequately. Simply dispensing the brand requested without discussing alternatives does not promote cost-effectiveness or potentially beneficial options for the customer. Dispensing the generic without consultation overlooks the customer's preferences and needs. Lastly, providing the brand only if it’s available may not adequately communicate the choices the customer has if their requested item is out of stock. Hence, informing them about substitution policies provides a comprehensive approach that prioritizes both customer preference and informed healthcare choices.