This qualification provides the skills and knowledge for an individual to be competent in retail operations. Work would be undertaken in various retail store settings, such as specialty stores, supermarkets, department stores and retail fast food outlets
Job rolesIndividuals with this qualification are able to perform roles, such as:
- provide in-depth product and service advice in a retail environment
- sell products and services in a variety of retail settings
- service the point-of-sale area
- organise and maintain work areas and displays
- carry out specific responsibilities, such as merchandising.
Possible job titles include
- sales assistant
- senior sales assistant
- customer service assistant
- point-of-sale operator
To undertake this qualification, individuals will have previous retail experience in roles, such as
- applying point-of-sale handling procedures
- interacting with customers
- operating retail technology
- performing stock control procedures
- applying safe work practices
- communicating in the workplace
- minimising theft.
Examples of evidence of retail experience may include
- job descriptions and references from current or past employers
- an entry interview to determine retail operational experience.
Funded under the User Choice Program
Full Price – Priority Population Groups & SATs:
Queensland Government Contribution – All Other Students:
Number of funded units of competency:
- Existing Workers are not funded under the User Choice program for Priority 2 and Priority 3 qualifications
- Full Price is only applicable to school-based apprentices and trainees (SATs), and priority population groups
- Queensland Government Contribution is applicable to all other students
- Each apprentice/trainee will only be funded once under User Choice unless the second qualification is higher priority as listed on National Skills Needs List
Australian Apprenticeships Incentive Program: Employer IncentivesThe Australian Apprenticeships Incentives Program provides a number of incentives to assist employers who take on an Australian Apprentice. Eligibility for incentives under the Australian Apprenticeships Incentives Program may be affected by the duration of the employment relationship you have with your current employee.
Definition of an Existing Worker:
- Employed three months or more full-time equivalent or 12 months part-time or casual
Existing worker: full-time $3,000 on completion Existing worker: part-time $1,500 on completion New worker: full-time $1,500 commencement payment paid at 6 months$2,500 paid on completion New worker: part-time $1,500 paid on completion School-based apprenticeship $1,500 commencement payment paid at 6 months$2,500 paid on completion$750 school-based incentive
$750 retention incentive
Employer Fee Structure: Student Contribution Fees
- School-based Apprentices or Trainees are exempt from paying Student Contribution Fees
- Part-time or full-time trainees are charged under the User Choice Program in 2013 as $1.60 per nominal hour for each Unit of Competency/Module delivered. Student Contribution Fees are adjusted annually.
- The total of the Student Contribution Fee will depend on the units selected in the Training Plan. An indicative fee based on previous Training Plans is approximately $680 per trainee.
Course UnitsTo be awarded with the SIR30212 Certificate III in Retail Operations, the following units must be completed:
SIRXWHS101 -Apply safe work practices:
This unit describes the performance outcomes, skills and knowledge required to apply safe work practices, including identifying and reporting faults and problems, according to work health and safety (WHS) legislation and store policies. It also covers procedures for emergency situations, evacuation, accident and illness.
SIRXWHS302- Maintain Store Safety:
This unit describes the performance outcomes, skills and knowledge required to maintain store safety in a retail environment. It involves informing and involving team members with regard to work health and safety (WHS), monitoring and maintaining a safe work environment, implementing emergency procedures, identifying the need for WHS training, and maintaining WHS records. It is based on the National Occupational Health and Safety Commission (NOHSC) guidelines.
SIRXCOM101- Communicate in the workplace to support team and customer outcomes:
This unit describes the performance outcomes, skills and knowledge required for effective communication with customers and other staff in the workplace. It involves establishing contact with customers, processing information, working in a team, maintaining personal presentation, following routine instructions, and reading and interpreting retail documents. The unit covers the ability to select and use verbal and non-verbal communication techniques to interact with colleagues and customers in a positive and inclusive manner, and to interpret and generate workplace information in a variety of formats.
SIRXIND101-Work effectively in a customer service environment:
This unit describes the performance outcomes, skills and knowledge required to work effectively in a customer service business environment.
SIRXSLS201-Sell products and services
This unit describes the performance outcomes, skills and knowledge required to sell products and services in a retail environment. It involves the use of sales techniques and encompasses key selling skills, from approaching the customer to closing the sale.
SIRXSLS303-Build relationships with customers
This unit describes the performance outcomes, skills and knowledge required to develop and maintain expert knowledge to provide accurate product information to customers, including post-sales support. It also covers communication, analysis and sales techniques to plan and implement sales presentations, build positive relationships with customers, and resolve customer complaints to ensure positive business outcomes.
Example elective units
SIRXRSK201- Minimise Loss:
This unit describes the performance outcomes, skills and knowledge required to minimise theft and loss of stock in a retail environment. It involves applying store policy and procedures and industry codes of practice in regard to store security, theft prevention and correct stock usage; reporting theft or suspicious behaviour to relevant personnel; and monitoring stock, work areas, customers and staff to minimise opportunities for theft.
SIRXCCS201-Apply point of sale handling procedures.
This unit describes the performance outcomes, skills and knowledge required to operate point-of-sale equipment, apply store policy and procedures to a range of transactions, interact with customers, and package or wrap an item for transportation. It covers demonstration of the ability to operate a range of point-of-sale equipment in order to complete sales, returns and exchange transactions, and process a number of methods of payment, according to store policies.
SIRXCCS202-Interact with customers
This unit describes the performance outcomes, skills and knowledge required to deliver service to customers. It involves being able to communicate effectively with customers, respond to their complaints, receive and process sales orders, and identify special customer requirements. The unit covers the consistent application of store policies and industry codes of practice to provide a quality service environment by treating customers and team members in a courteous and professional manner through all stages of the service and sales procedure, and to identify and resolve customer complaints.
SIRXCCS304-Co-ordinate interaction with customers
This unit describes the performance outcomes, skills and knowledge required to coordinate interaction with customers. It involves implementing customer service standards, implementing store policy regarding customer complaints, communicating with management, and leading a customer service team. This unit covers the ability to coordinate a customer service team, provide accurate feedback to management on operational and procedural matters related to customer service, and supervise the resolution of customer complaints according to store policy.
SIRXINV001A-Perform stock control procedures
This unit describes the performance outcomes, skills and knowledge required to handle stock in a retail environment. It involves receiving and processing incoming goods, rotating stock and dispatching goods.
SIRXINV002A-Maintain and order stock
This unit describes the performance outcomes, skills and knowledge required to maintain and order stock in a retail environment. It involves monitoring receipt and dispatch of goods, maintaining stock records, coordinating stocktake, identifying stock losses, processing orders and following up on orders.
SIRXMER303-Co-ordinate merchandise presentation
This unit describes the performance outcomes, skills and knowledge required to apply knowledge of store merchandising and pricing policy and standards to support and coordinate relevant frontline staff members and ensure that they arrange, present and label or price merchandise according to store requirements. It also involves informing staff of store merchandise presentation requirements for sales, promotions and special events, and providing feedback to management in regard to improvement of store marketing and promotional activities.
SIRXICT001A-Operate retail technology
This unit describes the performance outcomes, skills and knowledge required to operate a variety of retail equipment. It involves identifying the correct equipment required for a given task, maintaining retail equipment, applying keyboard skills and operating data entry equipment.
How is the course delivered?For team members/staff the training can be held at your work place (we come to you) with a combination of workplace projects to actually benefit your work place whilst your staff train.” Staff can also access their resources online via our online resource facility.
There is also an option for staff to complete all of their training “online” which is fully supported with one to scheduled sessions, with our experienced industry trainers. Workplace projects still need to be completed with the online option.
For Individuals wishing to gain a Nationally Recognised Qualification to gain or further their career with provide you with an online training option which is fully supported with one to one scheduled sessions with our experienced industry trainers.
A practical component of training is also necessary with online training.