Certificate II in Retail Services

Modification History

Release	Comments
Release 3	This version was released in SIR Retail Services Training Package Release 5.0 Electives updated to include Manage disrespectful, aggressive or abusive customers
Release 2	This version was released in SIR Retail Services Training Package Release 4.0 Electives updated to include online and social media unit.
Release 1	Initial release.

Qualification Description

This qualification reflects the role of frontline retail team members who use a defined and limited range of operational skills to undertake workplace activities. They are involved in mainly routine and repetitive tasks and work under direct supervision of others.

This qualification provides a pathway to work in a diverse range of retail settings including specialty retailers, supermarkets, department stores and quick service restaurants.

Individuals with this qualification are able to perform roles such as frontline team member, customer service assistant and point-of-sale operator.

No occupational licensing, certification or specific legislative requirements apply to this qualification at the time of publication.

Entry Requirements

There are no entry requirements for this qualification.

Packaging Rules

12 units must be completed:

• 7 core units
• 5 elective units, consisting of:

• 3 units from the list below
• 2 units from the list below, elsewhere in SIR Retail Services Training Package, or any other current Training Package or accredited course.

The selection of electives must be guided by the job outcome sought, local industry requirements and the complexity of skills appropriate to the AQF level of this qualification.

Core units
SIRXCEG001	Engage the customer
SIRXCOM001	Communicate in the workplace to support team and customer outcomes
SIRXIND001	Work effectively in a service environment
SIRXIND003	Organise personal work requirements
SIRXPDK001	Advise on products and services
SIRXRSK001	Identify and respond to security risks
SIRXWHS002	Contribute to workplace health and safety
Elective units
Food Safety
SIRRFSA001	Handle food safely in a retail environment
Inventory
SIRRINV001	Receive and handle retail stock
Merchandising
SIRRMER001	Produce visual merchandise displays
SIRRMER002	Merchandise food products
Online and Social Media
SIRXOSM001	Identify and review social media and online platforms for organisational use
Product Knowledge
SIRXPDK002	Advise on food products and services
Sales
SIRXSLS002	Follow point-of-sale procedures
Technology
BSBWOR204	Use business technology
Working in Industry
FSKLRG09	Use strategies to respond to routine workplace problems
SIRXIND002	Organise and maintain the store environment
SIRXIND004	Plan a career in the retail industry
SIRXCEG008	Manage disrespectful, aggressive or abusive customers

Qualification Mapping Information

No equivalent qualification.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

https://training.gov.au/Training/Details/SIR20216

The Certificate 3 Guarantee supports eligible individuals to complete their first post-school certificate III level qualification and increase their skills to move into employment, re-enter the workforce or advance their career.

The program also supports school students to access training and Queensland's Year 12 graduates to transition to employment by providing free training in high priority qualifications.

What qualifications are subsidised?

Under the Certificate 3 Guarantee, the Queensland Government provides a subsidy for a range of certificate III level vocational qualifications.

Foundation skills training and lower-level vocational qualifications may also be subsidised in certain circumstances.

Am I eligible?

You must:

• be a Queensland resident
• be aged 15 years or over, and no longer at school (with the exception of VET in Schools students)
• be an Australian or New Zealand citizen or Australian permanent resident (including humanitarian entrants), or a temporary resident with the necessary visa and work permits on the pathway to permanent residency
• not hold, or be enrolled in, a certificate III level or higher qualification (not including qualifications completed at school and foundation skills training).

Additional opportunities may be available in exceptional circumstances where an individual does not meet the eligibility criteria for the program but circumstances indicate the objectives of the program will be met through a confirmed employment benefit. Additional opportunities will be considered on a case-by-case basis, upon request by a prospective student.

To learn more, prospective students can contact the Department of Employment, Small Business and Training on 1300 369 935.

How can I participate?

It is important that you choose the right course for you to take full advantage of the program.

For information on choosing a training provider, read our training consumer tips.

The Queensland Skills Gateway displays the courses available under the Certificate 3 Guarantee and provides information about what they cover, the careers they can lead to, and the training providers approved to deliver them.

As a condition of your enrolment, you will be required to complete a student training and employment survey within 3 months of finishing or discontinuing your training.

What level of subsidy is available?

The subsidy represents the level of government contribution for a qualification, and varies between qualifications based on a number of factors.

The investment priority or importance of the training influences the size of the government subsidy. Training in vocational areas that align with important economic and industry skills needs will receive a higher government subsidy.

A higher subsidy will also be paid to support participation by disadvantaged learners (concessional students). More information on concessional student status is detailed in the Certificate 3 Guarantee program policy.

Do I need to contribute to the cost of training?

Students undertaking certificate III level training and non-concessional students undertaking lower-level vocational training are required to pay student co-contribution fees.

The amount of your co-contribution fees will vary depending on the course you undertake and the training provider you choose.

The fee may be paid on your behalf by an employer or another third party, but cannot be paid or waived by the training provider, or any organisation related to the training provider, unless approved by the department.

However, full costs (including co-contribution fees) for Certificate 3 Guarantee high priority qualifications are covered under the Fee Free TAFE program.

More information

• Read the Certificate 3 Guarantee frequently asked questions.
• Read the Certificate 3 Guarantee – Student fact sheet (PDF, 308KB).
• View more information on Certificate 3 Guarantee, including program documents.

Related information

• Queensland Skills Gateway
• Student guide
• Higher Level Skills
• Visa eligibility for funded programs