Retail
Certificate II in Retail
Certificate II in Retail Operations has been designed as the standard entry level qualification for the retail industry. It applies to those wishing to develop skills and knowledge to begin (or further) a career in the retail industry.
Likely functions within the retail industry for those who achieve this level of qualification include working within clearly defined contexts and under supervision. It involves interacting with customers, performing stock control, operating point of sale equipment, balancing the register and minimising theft.
To achieve a Certificate II in Retail Operations a total of 14 units must be completed comprising of 10 core units and 4 elective units.
Core Units
- Communicate in the workplace
- Apply point of sale handling procedures
- Interact with customers
- Work effectively in a retail environment
- Operate retail equipment
- Perform routine housekeeping duties
- Apply safe working practices
- Minimise theft
- Perform stock control procedures
- Balance register terminal
Elective Units
A total of 4 elective units must be completed from one of the three streams. Below are a few examples from each stream:
General food selling stream
- Apply retail food safety practices
- Advise on food products and services
- Merchandise food products
Clerical/admin stream
- Apply retail office procedures
- Perform retail finance duties
General selling stream
- Sell products and services
- Advise on products and services
- Merchandise products
Certificate III in Retail Operations
Certificate III in Retail Operation has been designed to develop the skills and knowledge of those employees wishing to enter a more specialised role. Those who are undertaking a more specialised role would be responsible for advanced selling and/ or merchandising.
To achieve a Certificate III in Retail Operations a total of 9 units of competency must be completed. This comprises of 5 core units and 4 elective units.
Core Units
- Build relationships with customers (advanced selling)
- Profile a retail market
- Apply store security systems and procedures
- Maintain and order stock
- Plus either 1 of the following:
- Monitor in-store visual merchandising display
- Create a display for a small business
Electives
A total of 4 elective units must be completed. These units may be drawn from any of the functional areas.
- Coordinate retail office
- Operate retail information technology systems
- Produce financial reports
- Coordinate merchandise presentation
- Monitor in-store visual merchandising display
- Create a display for a small business
- Maintain store safety
- Maintain store security
- Develop innovative ideas at work
- Recommend products and services, up to 2 units may be completed from the following:
- Food and liquor
- Personal products
- Business and leisure
- Home products
Certificate III in Retail Supervision
Certificate III in Retail Supervision has been designed to develop the skills and knowledge of those employees who wish to enter into a supervisory role. Those entering into a supervisory role would be responsible for coordinating/ supervising other staff members.
To achieve a Certificate III in Retail Supervision a total of 9 units of competency must be completed. This comprises of 5 core and 4 elective units.
Core units
- Coordinate interaction with customers
- Coordinate work teams
- Maintain employee relations
- Maintain store safety
- Maintain store security
Elective Units
A total of 4 elective units must be completed. These units may be drawn from any of the functional areas. Below are a few modules from the package:
- Coordinate sales performance
- Coordinate retial office
- Operate retail information technology systems
- Maintain and order stock
- Produce financial reports
- Coordinate merchandise presentation
- Coordinate merchandise presentation
- Profile a retail market
- Develop innovative ideas at work
Certificate IV in Customer Contact
This qualification is suitable for team leaders or supervisors and covers core customer contact operations skills. People are expected to work with a high degree of autonomy with authority to make decisions in relation to specific customer contact matters. They provide leadership in either a team leader role or as a coach, mentor or senior staff member. Performs a number of functions within a customer contact operation requiring a diversity of competencies including: providing services to customers involving a high level of product or service knowledge, often autonomously acquired, using multiple technologies such as telephony, Internet services and face to face contact, taking responsibility for the outcomes of customer contact and rectifying complex situations involving emergencies, substantial complaints and faults, disruptions or disconnection of service or customer dissatisfaction.
15 units are required for this qualification; 7 core units 8 elective units.
Core Units
- Follow Occupational Health and Safety policy and procedures
- Communicate effectively in a customer contact centre
- Work Effectively in a contact centre environment
- Respond to inbound customer contact, or
- Conduct outbound contact operations - Use basic computer technology
- Use an enterprise information system
- Provide quality customer service
Elective Units
- Lead operations in a contact centre
- Monitor safety in a contact centre
- Implement continuous improvement in a contact centre
- Lead innovation and change in a customer contact centre
- Administer customer contact telecommunications technology
- Implement customer service strategies in a contact centre
- Implement information systems in a contact centre
- Acquire product or service knowledge
- Gather, collate and record information
- Analyse information
- Provide leadership in a contact centre
- Lead teams in a contact centre
- Develop teams and individuals in a contact centre