Certificate I in Retail Services

This qualification provides the skills and knowledge for an individual to commence work in the retail industry.

Job roles

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

point-of-sale operator


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.

Core units


Communicate in the workplace to support team and customer outcomes


Work effectively in a customer service environment


Apply safe work practices

Elective units

Client and Customer Service


Organise and maintain work areas

Computer Operations and ICT Management

add topic SIRXICT001A

Operate retail technology

Working in Industry


Plan a career in the retail industry


    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.

Entry Requirements

Not applicable.

Licensing Information

No licensing, legislative, regulatory or certification requirements apply to this qualification at the time of endorsement.

Employability Skills


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.

Employability skill

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 others’ 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