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Certificate II in Retail Services


The Australian College Certificate II in Retail Services SIR20212 course you teach you about retail equipment, retail finance, store merchandising, customer communication, retail sales, products and services, and much more.

This course has been developed to meet the requirements in the industry and the standards needed for retail operations accreditation.

The Certificate II in Retail Services SIR20212 is a unique program that fits into your workplace or adapts to your environment allowing you to gain the skills you need with the full support of a personally assigned tutor. It is packed with practical real-life activities and you will have real industry projects to undertake.

Career opportunities include: Retail Assistant, Merchandiser, Store Manager, Buyer.

When you successfully complete your course you will be awarded a Nationally Accredited: Certificate II in Retail Services SIR20212.

Course Fee and Duration



Module 1. Work Effectively in a Customer Service Environment

  Work within organisational requirements
  Support the work team
  Maintain personal presentation
  Develop effective work habits

Module 2. Interact with Customers

  Deliver service to customers
  Respond to customer complaints
  Receive and process sales orders
  Identify special customer requirements

Module 3. Communicate in the Workplace to Support Team and Customer Outcomes

  Communicate face-to-face with customers
  Use technology to communicate with customers
  Communicate with customers and colleagues from diverse backgrounds
  Work in a team

Module 4. Operate Retail Technology

  Maintain retail equipment
  Apply keyboard skills
  Operate data entry equipment

Module 5. Apply Point of Sale Handling Procedures

  Operate point of sale equipment
  Ensure accuracy of transactions
  Perform point-of-sale transactions
  Complete sales
  Wrap and pack goods

Module 6. Minimise Loss

  Apply routine store security
  Minimise theft
  Use stock efficiently

Module 7. Recommend Specialised Products and Services

  Demonstrate knowledge of product range
  Advise on products and services to meet customer requirements
  Advise on product warranties
  Quote on price and payment options
  Advise on and arrange product service and repair

Module 8. Sell Products and Services

  Develop and apply product knowledge
  Approach customer
  Gather and respond to information
  Sell benefits
  Overcome objections
  Close sale
  Maximise sales opportunities

Module 9. Promote Loyalty Programs

  Clarify details of loyalty programs
  Promote participation in loyalty programs
  Offer loyalty rewards
  Review customer responses to loyalty programs

Module 10. Apply Retail Office Procedures

  Process incoming and outgoing mail
  Process bulk mail
  Operate office equipment
  File and retrieve documents
  Establish contact with internal and external customers
  Prepare simple correspondence

Module 11. Organise and Maintain Work Areas

  Organise work area
  Clean work area
  Handle potential hazards

Module 12. Apply Safe Work Practices

  Apply basic safety procedures
  Apply basic emergency procedures

Module 13. Apply Retail Food Safety Practices

  Apply personal hygiene and sanitation
  Identify food safety program
  Store and handle food products hygienically
  Clean work area and equipment
  Monitor food safety
  Contribute to continuous improvement

Module 14. Plan a Career in the Retail Industry

  Explore career opportunities and preferences
  Identify skill development requirements
  Plan retail career progression

Download the Course Information

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