This qualification provides the skills and knowledge for an individual to commence work in the retail industry.
Individuals with this qualification are able to perform roles, such as:
provide customer service in a retail store
organise and maintain work areas.
Possible job titles
customer service assistant
5 units must be completed:
3 core units
2 elective units:
a minimum of 1 unit must be selected from the elective unit list below
1 unit may be selected from any relevant Training Package or accredited course first packaged at AQF level 1 or 2.
The choice of elective units must be guided by the core function or role of the current or intended work environment, local industry requirements, and the characteristics of the AQF level of this qualification.
Units chosen from other Training Packages must not duplicate units selected from or available in SIR07 V3 Retail Services Training Package.
Communicate in the workplace to support team and customer outcomes
Work effectively in a customer service environment
The qualification is suitable for a VET in Schools (VETiS) pathway and is designed for pre-vocational use. It is not suitable for an Australian Apprenticeship pathway.
Pathways into the qualification
Individuals may undertake the qualification with little or no experience in the industry.
Pathways from the qualification
After achieving SIR10112 Certificate I in Retail Services, individuals may undertake:
SIR20212 Certificate II in Retail Services
SIR20312 Certificate II in Retail Fast Food.
No licensing, legislative, regulatory or certification requirements apply to this qualification at the time of endorsement.
The following table contains a summary of the employability skills as identified by the retail industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.
Due to the high proportion of electives required by this qualification, the industry/enterprise requirements described above for each employability skill are representative of the business-to-business industry in general and may not reflect specific job roles. Learning and assessment strategies for this qualification should be based on the requirements of the units of competency for this qualification.
Industry/enterprise requirements for this qualification include:
use questioning and active listening to determine and respond to customer needs to ensure customers enjoy a positive retail experience that reflects store values
carry out verbal instructions from other team members and supervisors
read and interpret simple workplace documents
complete simple written workplace forms and share work-related information with other team members
work collaboratively with team members, supporting the team, respecting and understanding othersâ€™ views, and giving and receiving feedback in the context of a retail customer service environment where employees are expected to perform their individual tasks but also look for opportunities to assist others
demonstrate sensitivity to customer needs and concerns
anticipate problems and act to avoid them where possible
solve problems in the context of a team structure where, after clarification, customer service issues or recognition of risk may be referred to another team member or a supervisor for resolution depending on store policy and procedures
Initiative and enterprise
adapt to new situations, including changing workplace procedures
Planning and organising
plan and carry out simple retail tasks to timelines and priorities that are set by a supervisor
understand and follow store policies regarding work availability, rosters and work duties
work within the store culture by practising inclusive behaviour
manage personal presentation, hygiene and time
prioritise and complete delegated tasks under instruction
identify personal strengths and weaknesses in the context of the job role and recognise how to personally learn best
accept opportunities to learn new ways of doing things and implement changes under instruction in the context of store procedures
select and use a range of retail technology, such as point-of-sale systems, according to available equipment and store procedures
recognise and report faulty equipment and follow store workplace health and safety procedures