Certificate II in Retail Services

This qualification provides the skills and knowledge for an individual to be competent in a range of activities and functions requiring basic retail operational knowledge and limited practical skills in a defined context. Work would be undertaken in various retail store settings, such as specialty stores, supermarkets, department stores and retail outlets. Individuals may work with some autonomy or in a team but usually under close supervision.

Job roles

Individuals with this qualification are able to perform roles, such as:

provide product and service advice in a retail store

sell products and services in a variety of retail settings

work as a checkout operator

check stock and replenish shelves

organise and maintain work areas and displays.

Possible job titles

sales assistant

customer service assistant


14 units must be completed:

8 core units

6 elective units:

a minimum of 3 units must be selected from the elective unit list below

a maximum of 3 units may be selected from any relevant Training Package or accredited course first packaged at AQF level 1, 2 or 3.

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


Apply point-of-sale handling procedures


Interact with customers


Organise and maintain work areas


Communicate in the workplace to support team and customer outcomes

add topic SIRXICT001A

Operate retail technology


Work effectively in a customer service environment


Minimise loss


Apply safe work practices

Elective units


add topic SIRXADM001A

Apply retail office procedures

add topic SIRXADM002A

Coordinate retail office

Client and Customer Service


Promote loyalty programs

Computer Operations and ICT Management

add topic SIRXICT002A

Use computers as part of business and e-commerce processes



Balance and secure point-of-sale terminal

add topic SIRXFIN002A

Perform retail finance duties

Food Safety

add topic SIRRFSA001A

Apply retail food safety practices


add topic SIRXINV001A

Perform stock control procedures

add topic SIRXINV002A

Maintain and order stock

Marketing and Public Relations

add topic SIRXMPR002A

Provide marketing and promotion program

add topic SIRXMPR003A

Conduct telemarketing


add topic SFIDIST202C

Retail fresh, frozen and live seafood

add topic SIRRMER001A

Merchandise food products*

add topic SIRRMER002A

Pack and display meat products*

add topic SIRRMER004A

Prepare and display bakery products*


Merchandise products


Plan, create and maintain displays

Product Knowledge

add topic SIRRRPK002A

Advise on meat products*

add topic SIRRRPK004A

Advise on bakery products*

add topic SIRRRPK005A

Advise on seafood products*


Recommend specialised products and services

add topic SIRXRPK001A

Recommend health and nutritional products and services

add topic SIRXRPK002A

Recommend hair, beauty and cosmetic products and services

Retail Food

add topic SITHFAB009A

Provide responsible service of alcohol

Retail Post

add topic SIRRPOS001A

Process postal outlet transactions

add topic SIRRPOS002A

Handle mail received in a retail environment

add topic SIRRPOS003A

Deliver mail in a retail environment



Sell products and services

add topic SIRXSLS002A

Advise on products and services

Working in Industry


Plan a career in the retail industry

* This unit has a prerequisite unit add topic SIRRFSA001A Apply retail food safety practices.


    This qualification is suitable for an Australian Apprenticeship pathway and is also appropriate for VET in Schools (VETiS) delivery.

    Pathways into the qualification

    Individuals may undertake the qualification with little or no experience in the industry.

    Pathways from the qualification

    After achieving SIR20212 Certificate II in Retail Services, individuals may undertake:

    SIR30212 Certificate III in Retail Operations

    SIR30312 Certificate III in Retail Supervision

    SIR30412 Certificate III in Business-to-Business Sales.

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

persuade customers to purchase goods by communicating their features and benefits

regularly carry out verbal instructions from other team members and supervisors

read and interpret workplace documents, complete written workplace forms and share work-related information with other team members


work collaboratively with other 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

look for opportunities to do things better and suggest ideas to other team members and supervisors in the context of the job role

positively accept and adapt to changes in procedures or arrangements at the store level

take positive action to report hazards or risk situations to supervisors

Planning and organising

understand how a personal job role fits into the context of the wider business values and directions

plan daily work tasks and priorities in the context of the job role to achieve outcomes within set timelines

plan tasks to work safely and manage risk according to store procedures


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 occupational health and safety procedures