CPhT - Certified Pharmacy Technician Practice Questions: Communication and Customer Care Domain

Published: June 12, 2025 | 5 min read

Test your CPhT - Certified Pharmacy Technician knowledge with 5 practice questions from the Communication and Customer Care domain. Includes detailed explanations and answers.

CPhT - Certified Pharmacy Technician Practice Questions

Master the Communication and Customer Care Domain

Test your knowledge in the Communication and Customer Care domain with these 5 practice questions. Each question is designed to help you prepare for the CPhT - Certified Pharmacy Technician certification exam with detailed explanations to reinforce your learning.

Question 1

A patient is concerned about the potential for addiction with a prescribed controlled substance. How should the pharmacy technician respond?

A) Reassure the patient that addiction is unlikely.

B) Refer the patient to the pharmacist for a detailed discussion.

C) Provide the patient with literature on addiction risks.

D) Tell the patient to follow the prescriber's instructions carefully.

Show Answer & Explanation

Correct Answer: B

Explanation: CORRECT: The pharmacist can provide a detailed and informed discussion on addiction risks. OPTION A: Reassuring the patient without addressing their concerns is dismissive. OPTION B: Providing literature without guidance may not fully address the patient's concerns. OPTION C: Telling the patient to follow instructions without addressing their concerns is insufficient. OPTION D: Referring to the pharmacist ensures the patient receives accurate and comprehensive information.

Question 2

A pharmacy technician receives a prescription with unclear handwriting. What should be the technician's next step?

A) Guess the medication based on the patient's history.

B) Consult with the pharmacist to verify the prescription.

C) Contact the prescriber directly for clarification.

D) Ask the patient if they know what the prescription is for.

Show Answer & Explanation

Correct Answer: B

Explanation: CORRECT: Consulting with the pharmacist ensures the prescription is verified accurately. OPTION A: Guessing the medication is unsafe and unprofessional. OPTION B: Correct choice as it follows protocol and ensures accuracy. OPTION C: While contacting the prescriber may be necessary, involving the pharmacist is the first step. OPTION D: Asking the patient is not reliable for verifying prescriptions.

Question 3

A patient expresses dissatisfaction with the service at the pharmacy. How should the pharmacy technician address their concerns?

A) Apologize and ask how the pharmacy can improve their experience.

B) Explain that the pharmacy is busy and doing their best.

C) Offer a discount on their next purchase as compensation.

D) Ignore the complaint and continue with other tasks.

Show Answer & Explanation

Correct Answer: A

Explanation: CORRECT: Apologizing and asking for feedback shows empathy and a willingness to improve the customer's experience. OPTION A: This approach acknowledges the customer's concerns and seeks constructive feedback. OPTION B: While explaining the situation can help, it may not address the customer's dissatisfaction. OPTION C: Offering a discount may not be within the technician's authority and does not address the root issue. OPTION D: Ignoring the complaint can lead to further dissatisfaction.

Question 4

A patient is confused about their insurance copay amount. How should the pharmacy technician address the patient's concern?

A) Explain that the pharmacy sets the copay amount.

B) Direct the patient to contact their insurance company.

C) Review the insurance information and verify the copay.

D) Tell the patient to pay the copay and sort it out later.

Show Answer & Explanation

Correct Answer: C

Explanation: CORRECT: Reviewing and verifying the copay helps ensure accuracy and addresses the patient's concern. OPTION A: The pharmacy does not set copay amounts. OPTION B: While contacting insurance may be necessary, verifying the information first is helpful. OPTION C: Verifying the copay can resolve the issue directly. OPTION D: Telling the patient to pay first may cause unnecessary stress and inconvenience.

Question 5

A patient needs to update their personal information in the pharmacy system. What is the most appropriate step for a pharmacy technician to take?

A) Ask the patient to send an email with their updated details.

B) Direct the patient to fill out a new registration form.

C) Verify identity and update the information directly in the system.

D) Advise the patient to contact their healthcare provider.

Show Answer & Explanation

Correct Answer: C

Explanation: Verifying the patient's identity and updating the information directly ensures accuracy and maintains updated records.

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About CPhT - Certified Pharmacy Technician Certification

The CPhT - Certified Pharmacy Technician certification validates your expertise in communication and customer care and other critical domains. Our comprehensive practice questions are carefully crafted to mirror the actual exam experience and help you identify knowledge gaps before test day.

Continue Your Preparation: Return to our main CPhT Study Guide for comprehensive exam preparation.