The Penn College’s SIR30212 Certificate III in Retail Operations* course will provide you with the know-how and industry-ready skills to get ahead in this diverse, dynamic industry. Businesses benefit from employees with this qualification and their improved skills.
This course will equip you to successfully work at a more senior level in a range of retail operations, including in the role of supervisor.
To equip you with a competitive edge for progress in your career, our trainers ensure that you are equipped with the fundamentals needed to succeed in a more responsible role. As well as boosting your team leadership, customer focus and communication, you will improve your sales, merchandising, stock management and other important retailing skills.
Blended (face-to-face and workplace training)
*Please note this qualification is no longer current, however, students have until 30 September 2017 to complete this qualification.
Outcomes include the development of the following employability skills:
To complete this course 14 units of competency must be completed. These 14 units are made up of 6 core units plus 8 elective units.
The Penn College has considered local industry requirements and determined that the following 14 units of competency will be delivered for this Certificate:
This unit describes the performance outcomes, skills and knowledge required for effective communication with customers and other staff in the workplace. It involves establishing contact with customers, processing information, working in a team, maintaining personal presentation, following routine instructions, and reading and interpreting retail documents.
The unit covers the ability to select and use verbal and non-verbal communication techniques to interact with colleagues and customers in a positive and inclusive manner, and to interpret and generate workplace information in a variety of formats.
This unit describes the performance outcomes, skills and knowledge required to work effectively in a customer service business environment.
This unit describes the performance outcomes, skills and knowledge required to sell products and services in a retail environment.
It involves the use of sales techniques and encompasses key selling skills, from approaching the customer to closing the sale.
It requires a basic level of product knowledge and the recognition and demonstration of verbal and non-verbal communication skills to determine customer requirements, sell the benefits of products and services, overcome objections and close sales.
Personal evaluation is used to maximise sales, according to industry codes of practice, relevant legislation and store policy.
This unit describes the performance outcomes, skills and knowledge required to develop and maintain expert knowledge to provide accurate product information to customers, including post-sales support.
It also covers communication, analysis and sales techniques to plan and implement sales presentations, build positive relationships with customers, and resolve customer complaints to ensure positive business outcomes.
This unit describes the performance outcomes, skills and knowledge required to apply safe work practices, including identifying and reporting faults and problems, according to work health and safety (WHS) legislation and store policies.
It also covers procedures for emergency situations, evacuation, accident and illness. It encompasses the National Occupational Health and Safety Commission (NOHSC) guidelines for WHS.
This unit describes the performance outcomes, skills and knowledge required to maintain store safety in a retail environment.
It involves informing and involving team members with regard to work health and safety (WHS), monitoring and maintaining a safe work environment, implementing emergency procedures, identifying the need for WHS training, and maintaining WHS records. It is based on the National Occupational Health and Safety Commission (NOHSC) guidelines.
This unit describes the performance outcomes, skills and knowledge required to organise and maintain work areas in a retail environment. It involves applying personal hygiene practices and the organised use of equipment and chemicals to keep the workplace tidy, clean and safe.
This unit covers the ability to demonstrate and apply knowledge of workplace policies, legislative requirements and manufacturer instructions in order to use tools, chemicals and equipment for the safe and efficient cleaning, organisation and maintenance of work areas.
This unit describes the performance outcomes, skills and knowledge required to operate point-of-sale equipment, apply store policy and procedures to a range of transactions, interact with customers, and package or wrap an item for transportation.
It covers demonstration of the ability to operate a range of point-of-sale equipment in order to complete sales, returns and exchange transactions, and process a number of methods of payment, according to store policies.
This unit describes the performance outcomes, skills and knowledge required to deliver service to customers. It involves being able to communicate effectively with customers, respond to their complaints, receive and process sales orders, and identify special customer requirements.
The unit covers the consistent application of store policies and industry codes of practice to provide a quality service environment by treating customers and team members in a courteous and professional manner through all stages of the service and sales procedure, and to identify and resolve customer complaints.
This unit describes the performance outcomes, skills and knowledge required to apply a depth of specialist or general product knowledge and a need for experience and skill in offering advice to customers.
This unit describes the performance outcomes, skills and knowledge required to operate a variety of retail equipment. It involves identifying the correct equipment required for a given task, maintaining retail equipment, applying keyboard skills and operating data entry equipment.
This unit describes the performance outcomes, skills and knowledge required to coordinate interaction with customers. It involves implementing customer service standards, implementing store policy regarding customer complaints, communicating with management, and leading a customer service team.
This unit covers the ability to coordinate a customer service team, provide accurate feedback to management on operational and procedural matters related to customer service, and supervise the resolution of customer complaints according to store policy.
This unit describes the performance outcomes, skills and knowledge required to promote loyalty programs to customers. It covers the development of relationships with customers to identify regular and new repeat customers, and customers eligible for specific loyalty programs.
This unit describes the performance outcomes, skills and knowledge required to measure and fit clothing or footwear and recommend complementary products or services.
To undertake the SIR30212 Certificate III in Retail Operations individuals will have previous retail experience in roles such as:
All potential students will undergo a telephone interview with our friendly and experienced trainers to determine if they have the required experience to study this course.
Our trainers may request examples of evidence of your retail experience which may include job descriptions and references from your current or past employers.
Recognition of Prior Learning (RPL)
The Penn College provides the opportunity for students to apply to have prior learning and experience recognised toward a qualification.
For example, if you have completed units of competency for this qualification at another educational institution, or have significant work experience, you may be granted credit or partial credit towards this qualification in recognition of those skills and knowledge gained through work experience, life experience and/or previous formal training.
Please contact us for further information about how to apply for RPL for this qualification.
Full Tuition Fee
After achieving SIR30212 Certificate III in Retail Operations, individuals may undertake: