I said that I felt providing great patient care I the most important aspect of pharmacy from the business perspective because if patients receive exceptional care they will continue to frequent your pharmacy and provide business and revenue. Also, your pharmacists and pharmacy technicians will feel a sense of satisfaction with their jobs knowing that they are making a positive impact on patient health.
I recently had a customer who needed something returned. She didn't provide adequate information about the items being returned and I was unable to help her until it was too late and the issue was escalated to the Vice President of my company. I got really upset and my manager told me that I should have gotten someone else involved sooner to avoid the issue.
Use an example that demonstrates your leadership skills and willingness to take initiative. Stepping up means finding solutions, not excuses. For example maybe there was an issue that coworkers would complain about ("somebody should do something about this") and you were able to find a solution on your own.
I didn't find any question particularly difficult or unexpected. If forced to chose one it was when she asked how I would react to C-level executive/s shooting down a concept I developed for a seasonal campaign.
I explained that I would be okay with that. That said, I also explained I am diligent and if I felt very strongly that the direction I was offering was paramount for the direction/growth/evolution of the brand, I would fight for it.
I discussed the convenience of having one in a fast-paced shopping environment--being able to make returns without needing a receipt, having discounts applied to purchases without needing a coupon, etc.
Obviously my job is to resolve all issues and contacting a supervisor is my absolute last stitch effort. This is also difficult because I'm not aware of your procedures for retention such as expedited shipping or upgrading products so I'm going to refrain from suggesting those to my customer. I would simply say I can place you on hold and currently all our supervisors are helping assist other customers at this time if you would rather I can take your information and relay it over to them to give you a call back.