London Drugs Training
UPDATED Actual Exam
1. What is the most important aspect of providing excellent customer service at
London Drugs?
A) Speed of service
B) Offering discounts
C) Creating a positive customer experience
D) Memorizing product SKUs
Answer: ✅ C) Creating a positive customer experience
2. If a customer is unhappy with a product, what should you do FIRST?
A) Tell them it's not your department
B) Immediately offer a refund
C) Listen to their concerns and apologize
D) Walk away and find a manager
Answer: ✅ C) Listen to their concerns and apologize
3. What is the proper procedure if you suspect a customer is attempting to shoplift?
A) Accuse them directly
B) Follow them closely
C) Notify a manager or loss prevention staff discreetly
D) Ask them to leave the store
Answer: ✅ C) Notify a manager or loss prevention staff discreetly
Section 2: Pharmacy and Health
,4. Who is allowed to provide advice on medications and prescriptions?
A) All staff
B) Pharmacists and pharmacy assistants only
C) Cashiers
D) Managers
Answer: ✅ B) Pharmacists and pharmacy assistants only
5. What does PHIPA stand for, and why is it important?
A) Public Health Inventory Protection Act – For auditing
B) Personal Health Information Protection Act – Protects patient confidentiality
C) Private Health Insurance Protection Agreement – For insurance claims
D) Pharmaceutical Health Inspection Protocol Act – For lab testing
Answer: ✅ B) Personal Health Information Protection Act – Protects patient
confidentiality
6. Which of the following actions is a breach of confidentiality?
A) Printing a prescription
B) Asking for a customer’s name and address
C) Discussing a customer’s medication with another customer
D) Calling the pharmacist for clarification
Answer: ✅ C) Discussing a customer’s medication with another customer
Section 3: Safety and Loss Prevention
7. In case of a fire, what is your first responsibility?
A) Save the merchandise
B) Call the media
C) Evacuate yourself and assist customers
D) Run to the fire
Answer: ✅ C) Evacuate yourself and assist customers
8. Which of the following is a proper way to handle a spill on the floor?
A) Ignore it
, B) Call janitorial services
C) Immediately clean it and place a “Wet Floor” sign
D) Wait until your shift ends
Answer: ✅ C) Immediately clean it and place a “Wet Floor” sign
Section 4: Company Policies & Procedures
9. What is London Drugs’ policy on employee discounts?
A) Employees can use the discount for family and friends
B) Only the employee may use the discount
C) Discounts apply only during holidays
D) All employees get a 50% discount
Answer: ✅ B) Only the employee may use the discount
10. If a co-worker is behaving inappropriately, what should you do?
A) Ignore it
B) Joke about it
C) Report the behavior to your supervisor or HR
D) Join them
Answer: ✅ C) Report the behavior to your supervisor or HR
Section 5: Technology & Transactions
11. If the POS system is not working, what should you do?
A) Close your till
B) Inform your supervisor or call tech support
C) Leave the store
D) Attempt to fix it yourself
Answer: ✅ B) Inform your supervisor or call tech support
12. Which of the following payment types is not accepted at all London Drugs
locations?
A) Visa
B) MasterCard
UPDATED Actual Exam
1. What is the most important aspect of providing excellent customer service at
London Drugs?
A) Speed of service
B) Offering discounts
C) Creating a positive customer experience
D) Memorizing product SKUs
Answer: ✅ C) Creating a positive customer experience
2. If a customer is unhappy with a product, what should you do FIRST?
A) Tell them it's not your department
B) Immediately offer a refund
C) Listen to their concerns and apologize
D) Walk away and find a manager
Answer: ✅ C) Listen to their concerns and apologize
3. What is the proper procedure if you suspect a customer is attempting to shoplift?
A) Accuse them directly
B) Follow them closely
C) Notify a manager or loss prevention staff discreetly
D) Ask them to leave the store
Answer: ✅ C) Notify a manager or loss prevention staff discreetly
Section 2: Pharmacy and Health
,4. Who is allowed to provide advice on medications and prescriptions?
A) All staff
B) Pharmacists and pharmacy assistants only
C) Cashiers
D) Managers
Answer: ✅ B) Pharmacists and pharmacy assistants only
5. What does PHIPA stand for, and why is it important?
A) Public Health Inventory Protection Act – For auditing
B) Personal Health Information Protection Act – Protects patient confidentiality
C) Private Health Insurance Protection Agreement – For insurance claims
D) Pharmaceutical Health Inspection Protocol Act – For lab testing
Answer: ✅ B) Personal Health Information Protection Act – Protects patient
confidentiality
6. Which of the following actions is a breach of confidentiality?
A) Printing a prescription
B) Asking for a customer’s name and address
C) Discussing a customer’s medication with another customer
D) Calling the pharmacist for clarification
Answer: ✅ C) Discussing a customer’s medication with another customer
Section 3: Safety and Loss Prevention
7. In case of a fire, what is your first responsibility?
A) Save the merchandise
B) Call the media
C) Evacuate yourself and assist customers
D) Run to the fire
Answer: ✅ C) Evacuate yourself and assist customers
8. Which of the following is a proper way to handle a spill on the floor?
A) Ignore it
, B) Call janitorial services
C) Immediately clean it and place a “Wet Floor” sign
D) Wait until your shift ends
Answer: ✅ C) Immediately clean it and place a “Wet Floor” sign
Section 4: Company Policies & Procedures
9. What is London Drugs’ policy on employee discounts?
A) Employees can use the discount for family and friends
B) Only the employee may use the discount
C) Discounts apply only during holidays
D) All employees get a 50% discount
Answer: ✅ B) Only the employee may use the discount
10. If a co-worker is behaving inappropriately, what should you do?
A) Ignore it
B) Joke about it
C) Report the behavior to your supervisor or HR
D) Join them
Answer: ✅ C) Report the behavior to your supervisor or HR
Section 5: Technology & Transactions
11. If the POS system is not working, what should you do?
A) Close your till
B) Inform your supervisor or call tech support
C) Leave the store
D) Attempt to fix it yourself
Answer: ✅ B) Inform your supervisor or call tech support
12. Which of the following payment types is not accepted at all London Drugs
locations?
A) Visa
B) MasterCard
