Registration and scheduling script

Not all exam sponsors allow test centers to register their candidates. Some exam sponsors only allow registrations to be made through the call center or the candidate website. Refer to the exam sponsor's client reference for information on how candidates may register for a specific exam sponsor’s exams.

Because there are many details to remember when you register and schedule candidates for exams, Pearson VUE has created sample script to guide you through the process of scheduling candidate appointments, either in person at your test center or over the phone. When are comfortable with the process, you do not need to follow the script, although you may want to keep it near you as a reference.

Note that this script does not cover all situations and does not provide details about all of the information you may need to enter. For complete information, refer to the other sections in this chapter.

Test center	This is [your name]. How may I help you?
Candidate	I would like to take an exam.
Test center action	If the candidate wants to register through the candidate website, ask the candidate if he or she would like to register right now through your test center instead. If not, give the candidate the candidate website address (http://www.pearsonvue.com) and the local Pearson VUE Call Center number (provided at the front of the exam sponsor guide).
Test center	Have you scheduled an exam appointment with Pearson VUE before?
Candidate	Responds
Test center action	If the candidate has previously scheduled an exam appointment with Pearson VUE, the candidate will probably already have a record in the database. If this is the candidate’s first exam, you will probably need to create a new record for the candidate. However, be sure to search for the candidate’s record, even if he or she has not previously tested with Pearson VUE.
Test center	What organization are you testing for, and which exam would you like to take?
Candidate	Responds
Test center action	Click Exams. In the Client drop-down list, select the organization sponsoring the exam. In the list on the What section, select the name of the exam and the exam language. If your test center does not offer the exam the candidate wants to take, you can schedule the candidate at another test center if you are part of a site group, or you can tell the candidate to call the Pearson VUE Call Center and provide the number.
Test center	Could I get your first and last names with correct spelling please?
Candidate	Responds
Test center action	In Registration Manager, click Customers. Next, click Search and enter the candidate’s name, and then click Search. If a record is found for the candidate, verify the candidate’s name. If there are multiple records for the same candidate, select the record that contains an ID. If there are multiple records with the same name, verify the information with the candidate so you are sure to select the correct record. If no record is found for the candidate, try searching for the candidate using other information, such as a phone number. If a record is still not found for the candidate, close the Find Candidates screen, and click New. A message prompts you to make sure that the candidate does not already have an existing record because the candidate may encounter consequences for having duplicate records. The message also asks that the candidate agree to a consent requirement. (See the following script item.)
Test center	Before I proceed, there is a consent requirement that you need to agree with. Please let me know after I finish reading this if you agree or disagree. "By contacting Pearson VUE or registering at the test center, you are accepting the privacy policy of Pearson VUE, a business of NCS Pearson, Inc., located on our website at www.pearsonvue.com. By providing your personal information, you consent to the collection, use, and transfer of your personal data to Pearson VUE, its authorized third parties, and our test program owners. In addition, some test program owners have their own, possibly different, privacy policies."
Candidate	Responds
Test center action	If the candidate asks to hear the statement again, repeat the statement to the candidate. If the candidate is at the test center and is not registering through the phone, you may give the candidate a paper form of the consent requirement to read. The consent requirement can be downloaded from the Resources application in the Connect portal. If the candidate agrees to the consent requirement, click Yes and enter the candidate's information into the necessary fields. After the record is found or created, verify the candidate’s email address, company name, phone number, fax, and whether the information is for the candidate's home or work. After the information is verified, click Save. If the candidate does not agree to the consent requirement or has any questions or concerns, do not create the new record. Provide the candidate with the following contact information for additional assistance: Email: PearsonVUEContracts@pearson.com Phone: +1 (952) 681-3918
	If the candidate is calling your test center to register for an exam at another test center, ask these next two questions:
Test center	Where would you like to take the exam?
Candidate	Responds
Test center	There are test centers at [location 1], [location 2], [location 3], etc. Which would you prefer?
Candidate	Responds
Test center action	Choose the test center, and click Select.
Test center	On which date would you like to take the exam?
Candidate	Responds
Test center action	Enter dates in the Dates from and Dates through fields and click Find Times. (Instead of typing a date, you can click the field and press the up or down arrow key on the keyboard to change it.) If the candidate wants to register to take an exam at your test center today, you can make the registration. Unless your test center is part of a site group, same-day registrations can only be made at the test center at which the exam will be taken.
Test center	We have openings for that day starting at [time] and going until [time]. What time would you prefer?
Candidate	Responds
Test center action	Select the date and time the candidate wants, and click Schedule.
Test center	Okay, I have you scheduled for the [exam name] exam, at [test center name] on [exam date] at [exam time]. How will you be paying for this exam?
Candidate	Responds
Test center	If voucher: May I have the voucher number? If credit card: May I have the credit card number?
Candidate	Responds
Test center action	If the candidate is paying with a voucher: Type the number in the Voucher/Promotion field. If the candidate is paying with a credit card: Select the method in the Payment Type field and type the number in the Payment Number field.
Test center	If credit card: And the expiration date on the card?
Candidate	Responds
Test center action	Type the date in the Exp. Date field.
Test center	If credit card: Let me repeat this information back to you. I have a [credit card type] card with the number [credit card number], in the name of [payer name] with an expiration date of [expiration date]. Is this correct?
Candidate	Responds
Test center	And just to remind you, we ask that you arrive 15 minutes before your scheduled appointment to fill out any necessary paperwork. Make sure to bring the appropriate forms of identification to your appointment. The identification requirements are explained in the confirmation letter that you will receive after I complete this registration. If you need to cancel or reschedule your appointment, you need to call us or the Pearson VUE Call Center at least one day before your appointment. Pearson VUE will email or mail you a confirmation letter with your appointment information. You should receive this within the next day or two, depending on how the letter is sent. Do you need directions to the test center?
Candidate	Responds
Test center action	If the candidate needs directions, click the button with an ellipsis (3 periods) to provide the directions. Click the Save button and wait for an order number to be displayed, and then click OK.
Test center	Is there anything else I can help you with today?
Candidate	Responds
Test center	Thanks for calling our test center. We look forward to seeing you soon.
Test center action	If a candidate needs an accommodation, such as an exam reader, immediately refer the candidate to the call center. The call center must validate the need for an accommodation and obtain permission from the exam sponsor offering the exam in order to allow the candidate to take the exam at your test center. If the exam is scheduled to be taken within the next three days and time is required to arrange the accommodation, the call center may need to reschedule the appointment.