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.
Individuals 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
senior sales assistant
customer service assistant
14 units must be completed:
6 core units
8 elective units:
a minimum of 5 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 2, 3 or 4.
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
This qualification is suitable for an Australian Apprenticeship pathway and is also appropriate for VET in Schools (VETiS) delivery.
Pathways from the qualification
After achieving SIR30212 Certificate III in Retail Operations, individuals may undertake:
SIR30312 Certificate III in Retail Supervision
SIR30412 Certificate III in Business-to-Business Sales
SIR40212 Certificate IV in Retail Management
SIR50112 Diploma of Retail Management
SIR50212 Diploma of Visual Merchandising.
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
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.
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
persuade customers to purchase goods by communicating their features and benefits
regularly give verbal instructions and carry out verbal instructions from other team members and supervisors
read and interpret simple workplace documents
complete written workplace forms and share work-related information with other team members
participate in retail store teams, working independently to complete own tasks and also supporting other team members where appropriate
lead small retail teams where required in the context of the job role, mentoring and supporting other team members
demonstrate sensitivity to customer needs and concerns, anticipating problems and acting to avoid them where possible
solve a range of operational retail store problems individually or in the context of a team structure where, after clarification, existing policies and infrastructure may be applied to source information and resources and develop practical and sustainable solutions
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
translate ideas into action by positively accepting and adapting to changes in procedures or arrangements at the store level
Planning and organising
establish and communicate clear goals and deliverables for self and team members in the context of organisational objectives and the current store situation
coordinate resources to ensure that work is carried out according to timelines and priorities
coordinate and implement changes arising from continuous improvement processes
understand how a personal job role fits into the context of the wider business values and directions
work within the store culture by practising inclusive behaviour
manage personal presentation, hygiene and time
prioritise and complete delegated tasks
maintain own knowledge of the job role
review own performance and actively seek and act on advice and guidance
identify personal strengths and weaknesses in the context of the job role and recognise how to personally learn best
seek opportunities for formal education in the context of a current role or future retail job opportunities
accept opportunities to learn new ways of doing things and share knowledge and skills with other store team members
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 workplace health and safety procedures