COURSE CODE: SIR20216

Certificate II in Retail Services

Course Overview

The SIR20216 Certificate II in Retail Services is designed for students who want to develop practical skills and knowledge to work in retail and customer service environments.

This course focuses on customer service, sales, communication, teamwork, and workplace safety within retail settings.

Training is delivered through face-to-face classes combined with theory and practical activities.

Assessment Methods

Assessment methods may include:

Written or online theory assessments
Design projects and technical reports
Case studies and workplace scenarios
Practical tasks and presentations
Students must demonstrate competency in all required units.

Skills you will learn

Students will learn how to:

Provide quality customer service
Process sales and transactions
Work effectively in retail environments
Communicate with customers and team members
Maintain workplace safety standards
Organise and display products

Course outcome

After successful completion, students may work as:

Retail Assistant
Customer Service Assistant
Sales Assistant
Cashier
Store Team Member

Pathways

After completing this qualification, students may progress to:

Certificate III in Retail
Business and customer service qualifications
Higher-level retail and management courses

Course Entry Requirements

Students must:

Be 18 years or older
Provide valid identification
Meet Language, Literacy and Numeracy (LLN) requirements

Course Duration

Full-time or part-time options available
Duration may vary depending on delivery schedule

Delivery Mode

✔ Face-to-face classroom training

✔ Practical activities and case studies

✔ Theory and written assessments

Course Structure

Students are required to complete core and elective units as part of this qualification.

Unit Code	Unit Title	Core / Elective
SIRXCEG001	Engage the customer	Core
SIRXCOM001	Communicate in the workplace to support team and customer outcomes	Core
SIRXIND001	Work effectively in a service environment	Core
SIRXIND003	Organise personal work requirements	Core
SIRXPDK001	Advise on products and services	Core
SIRXRSK001	Identify and respond to security risks	Core
SIRXWHS002	Contribute to workplace health and safety	Core
SIRXCEG002	Assist with customer difficulties	Elective
SIRXCEG003	Build customer relationships and loyalty	Elective
SIRXPDK002	Advise on food products and services	Elective
SIRRFSA001	Handle food safely in a retail environment	Elective
SIRXIND002	Organise and maintain the store environment	Elective