Advanced Customer Service and Sales: Frequently Asked Questions

As a learner, how do I get started?

To set up an account, select “Learner” in the RISE Up Learning Portal and enter the required information.

Once you have submitted your information, an email will be sent tothe email address you provided in the form, asking you to verify your account. If you are doing the training with an affiliated partner (such as a nonprofit organization) you can download this "How-to" guide to get your account set up. If you are not affiliated with a partner and are doing the training by yourself as an independent learner, download this "How-to guide".

From your account you can purchase training materials and vouchers through the online store, accept voucher transfers, and sign up to take your exam. If you are an independent learner, you will be able to access your online training via the portal.

As a partner, how do I get started?

To set up an account, select “Partner” in the RISE Up Learning Portal and enter the required information.

Once you have registered as a partner, fill out the partner application for your organization. After you have submitted your information, your status button will be changed to pending. It takes two to three business days to receive approval.

From your account you can purchase training materials and vouchers, add proctors, and view learner reports if they previously allowed access and affiliated with your site. Download the "How-to" partner guide here.

As a proctor, how do I get started?

You will only be able to set up a proctor account when a partner has registered your email to a testing site. Once this occurs, you will receive an email that directs you to create an account in the RISE Up Learning Portal and to complete the mandatory proctor training.

From your account you can purchase training materials and vouchers, assign vouchers to learners, and view their reports if they previously allowed access and affiliated with your site. Available reports are the “score report for proctors”, “order receipts”, and “existing certifications vouchers”. The score report will indicate who has taken the exam if learners have opted to release that information. Download the "How-to" proctor guide here.

As a trainer, how do I get started?

Your first step is to set up an account in the RISE Up Learning Portal. Select “Trainer” and enter the required information.

Once you have submitted your information, an email will be sent to the email address you provided in the form, asking you to verify your account.

From your account you can purchase training materials. Download the "How-to" trainer guide here.

RISE Up learners come in all ages, from all backgrounds

How old does a learner have to be to earn the Advanced Customer Service and Sales credential?

The minimum age requirement to sit for the credential exam is 15 years of age or 10th grade standing.

Does the learner need to take the training in order to take the Advanced Customer Service and Sales exam?

It is not mandatory to go through the training in order to take the exam. However, the Advanced Customer Service and Sales training materials are designed to prepare the learners for the exam. NRF Foundation highly encourages learners to go through the training in advance of taking the exam.

How much does the Advanced Customer Service and Sales program cost?

Advanced Customer Service and Sales learner’s guide: $65 (also covers Customer Service and Sales content)
Advanced Customer Service and Sales trainer’s guide: $265
Advanced Customer Service and Sales classroom set: $975 (includes 15 learner’s guides and one trainer’s guide)
Advanced Customer Service and Sales exam voucher: $45

These products can be purchased in the RISE portal’s online store.
Please note the above prices are for RISE partner test sites only. If you are an individual who is not affiliated with a RISE partner, you must register to complete the exam at our third-party testing site for an additional fee of $150.  You will be able to schedule this exam and pay the required fee via your RISE account.

Where can learners take their credential exam?

If learners are affiliated with a RISE Up partner (nonprofit, high school or other community organization), they can take the exam at their test site. For questions about training and testing, learners should contact their organization.

Learners may also take the exam at a third-party testing center for $150. See the complete location list.

How do learners renew their credential?

The Advanced Customer Service and Sales credential is valid for three years. To renew the credential, please complete the renewal form. The renewal fee is $25 and learners will not be required to take the exam again.

How do digital badges work?

Once learners have successfully earned their Advanced Customer Service and Sales credential, they will receive two separate emails with instructions on accessing the badge. The first is a welcome email that lets them know they have earned the badge and they can log into their account to view it. The second email contains a temporary password so that they can log into the account and create their own password.

Learners can choose how and with whom they wish to share their badge.

Advanced customer service and sales badge

Can learners retake the exam(s)?

If learners don’t pass an exam, they can retake the exam after a 15 minute waiting period, using a new voucher. New vouchers can be purchased at the RISE portal’s online store.

What is the return policy?

  • Credential vouchers are non-refundable.
  • Customers may return books in original, re-saleable condition for a full refund of product costs, less an $8 return handling fee.  Please contact RISE@nrf.com to notify us of the return. Once approved, please return books directly to Omnipress and include a copy of shipping slip in the return shipment.
  • NRF Foundation will not refund shipping costs unless there was a discrepancy between what was ordered and what was delivered.

How do learners request special accommodations for the test?

Learners can submit special accommodations within the application on the bottom of the home screen in the RISE portal, under the ‘Request Accommodations’ tab.

How are Customer Service and Sales and Advanced Customer Service and Sales different?

The Customer Service and Sales curriculum is designed to help entry-level sales and service associates learn skills related to frontline work in retail (or any industry that values customer service and sales skills). Individuals taking the course will learn:
• Products and services
• Assessing and meeting customer needs
• Preparing for selling, gaining customer commitment and closing the sale
• The basics of store operations and inventory control
• The process of merchandising
• The importance of common employability skills
• Crafting a polished resume

The Advanced Customer Service and Sales credential is designed for sales and service associates looking to expand their skills in retail and other sales and service-focused industries. Individuals taking this course will learn:
• Preparing for selling
• Gaining customer commitment and closing a sale
• Developing and implementing plans for selling and follow-up

How much time is allotted for the Advanced Customer Service and Sales exam?

There are 90 minutes allotted for the Advanced Customer Service and Sales exam.

How many questions are there on the Advanced Customer Service and Sales exam?

The Advanced Customer Service and Sales credential exam consists of 75 questions.

What are the skills standards for each credential exam?

To view the skills standards for the Customer Service and Sales and Advanced Customer Service and Sales credentials, click here.

Are there any IT requirements for hosting the exam?

Before testing, your IT contact needs to run a system requirements check on all computers to ensure pop-up blocking is disabled and your Internet browser is upgraded. The specific system requirements information will be covered during the proctor training session.

How do proctors access reports for their students?

Proctors will be able to access several reports when they log into their RISE account. These are the “score report for proctors”, “order receipts”, and “existing certifications vouchers”. The score report will indicate who has taken the exam if learners have opted to release that information.

How does someone become a trainer?

Currently, RISE Up trainers are not required to be certified. NRF Foundation highly encourages potential trainers to sit through the curriculum and take the exam before facilitating the program; however, this is not mandatory.

How do trainers access the training materials?

Training materials and vouchers must be purchased through the online store and will be shipped as printed versions.

How do I navigate the portal?

View this prerecorded webinar to help you answer your questions about the new learner application and facilitating an exam.

Don’t see your question here?

For more information on the Advanced Customer Service and Sales credential or for questions regarding the learning portal, please email RISE@nrf.com or call 844-NRF-Exam (844-673-3926).