Certificate II in Retail SIR20207

Overview
Outline
Traineeship
Correspondence
Online
Fees & Funding

Overview

The qualification SIR20207 Certificate II in Retail is an ideal qualification for new and existing participants already working in a retail store seeking to have their existing skills recognised or upgraded.

Entry Requirments:

There are no educational prerequisites for entry into this training program. To undertake this program as a traineeship then you must be working in a retail setting. This program is may available to those who are not currently working. Please speak contact Just Careers Training to find out if you can undertake this qualification.

Course Structure:

The course consists of Fourteen (14) units of competency comprising of Nine (9) core units and Five (5) elective units.

Just Careers Training (JCT) is a Registered Training Organisation (RTO ID 91413) that has developed a program that meets the requirements of this qualification, the units of competency in the program are well suited to a role in a retail setting.

Options for Delivery:

This course is available as a traineeship in the workplace if you are working in a suitable role, this course is also outside of your workplace or if you are not currently working in a suitable role by correspondence and online. If you believe you have the skills and knowledge you could also consider Recognition of Prior Learning

Assessment Information:

If you are working in a suitable role then some assessments may be completed in the workplace. Other assessment methods may include;

Written questions
Tasks and projects
Scenario based questions
Collection of evidence of prior skills and experiences

Resource Requirements:

To complete this course in the workplace as a traineeship you must be working in a suitable role To complete this course online then you should have access to a personal computer (or similar), the internet and a printer

Pathways:

Once complete, successful participants can further their skills and knowledge by undertaking other qualifications such as Certificate III in Retail, and other suitable Certificate III and Certificate IV qualifications.

Outline

The course consists of Fourteen (14) units of competency comprising of Nine (9) core units and Five (5) elective units.

The units of competency making up our current program include;

The units of competency listed below are available as part of the qualification. Units may be chosen to suit organisation, role and/or career pathway.

Unit Code

Unit title

Core/Elective

SIRXOHS001A

Apply safe work practices

Core

1.	Observe basic safety procedures	Follow and maintain safety procedures to achieve a safe work environment according to all relevant OHS legislation, including codes of practice, relating to particular hazards in the industry or workplace Identify and report unsafe working practices, including faulty plant and equipment according to store policy and procedures Manage dangerous goods and substances according to store policy and relevant legislation Identify potential manual handling risks and manage tasks according to store policy Report work-related incidents and accidents to designated personnel Demonstrate consultative processes and follow procedures for OHS
2.	Observe basic emergency procedures	Follow fire and emergency procedures, including store evacuation, according to store policy and legislation Identify designated personnel responsible for first aid and evacuation procedures Accurately identify safety alarms

SIRXIND001A

Work effectively in a retail environment

Core

1.	Act responsibly	Provide notification of shift availability, or non-attendance for shift, according to set timeframes and according to store policy and procedures. Interpret staff rosters accurately Recognise and describe organisational culture
2.	Act in a non-discriminatory manner	Display non-discriminatory attitudes when interacting with customers, staff or management Use non-discriminatory language
3.	Develop retail industry knowledge	Identify and access sources of information on the retail industry Obtain information to assist with effective work performance and career planning within the retail industry Identify and interpret relevant awards and agreements Identify and analyse role of employee and employer associations in industrial relations system
4.	Maintain personal presentation	Maintain personal dress and presentation in a neat and tidy manner Maintain personal hygiene according to store policy and legislation
5.	Follow routine instructions	Receive and act upon instructions Use effective questioning to elicit information Assess, comprehend and act upon store information relevant to the particular task Plan and organise daily work routine within the scope of the job role Prioritise and complete tasks according to required timeframes

SIRXCOM001A

Communicate in the workplace

Core

1.	Establish contact with customers	Maintain a welcoming customer environment Greet customer warmly according to store policy and procedures Create effective service environment through verbal and non-verbal interaction according to store policy and procedures Use questioning and active listening to determine customer needs Demonstrate confidentiality and tact
2.	Process information	Answer telephone according to store procedures Use questioning and active listening to identify caller and accurately establish and confirm requirements Use telephone system functions according to instructions Record and promptly pass on messages or information Inform customer of any problems and relevant action being taken Perform follow-up action as necessary
3.	Communicate with customers and colleagues from diverse backgrounds	Value and treat with respect and sensitivity customers and colleagues from different cultural groups Consider cultural differences in all verbal and non-verbal communication Use gestures or simple words to communicate where language barriers exist Obtain assistance from colleagues or supervisors when required
4.	Work in a team	Demonstrate a courteous and helpful manner at all times Complete allocated tasks willingly according to set timeframes Actively seek or provide assistance by approaching other team members when difficulties arise Identify lines of communication with supervisors and peers according to store policy Encourage, acknowledge and act upon constructive feedback provided by other team members Use questioning to minimise misunderstandings Identify and avoid signs of potential workplace conflict wherever possible Demonstrate participation in team problem solving
5.	Read and interpret retail documents	List and describe a range of retail documents Read and interpret information from a range of retail documents

SIRXCCS002A

Interact with customers

Core

1.	Deliver service to customers	Conduct communication with customers in a professional, courteous manner according to store policy Meet customer needs and reasonable requests or refer to supervisor according to store policy and legislative requirements Record customer details and information where necessary Identify and anticipate possible problems and take action to minimise the effect on customer satisfaction Recognise and act upon opportunities to deliver additional levels of service beyond the customer‟s immediate request Maintain contact with customer until sale is completed according to store policy Farewell customer appropriately and courteously according to store policy Use verbal and non-verbal communication to develop rapport with customers during service delivery Encourage repeat customers by promotion of appropriate services or products according to store policy Process customer returns or refunds according to store policy and procedures
2.	Respond to customer complaints	Convey a positive, helpful attitude to customers when handling complaints according to store policy Handle complaints sensitively, courteously and with discretion Establish and confirm with customer nature of complaint by active listening and questioning Take action to resolve complaint to customers‟ satisfaction wherever possible Promptly refer unresolved customer dissatisfaction or complaints to supervisor Take the opportunity to turn incidents of customer dissatisfaction into a demonstration of high-quality service to customers according to store policy Complete documentation regarding customer dissatisfaction or complaints accurately and legibly Take follow-up action as necessary to ensure customer satisfaction
3.	Receive and process sales orders	Record customers details and information accurately Promptly refer customers to appropriate area as required Provide customers with information in clear, concise manner Process, record and act upon sales orders according to store policy
4.	Identify special customer requirements	Promptly identify customers with special needs or requirements by observation and questioning Verbally and non-verbally convey a willingness to assist Promptly service, refer or redirect customers needs as required

SIRXCCS001A

Apply point-of-sale handling procedures

Core

1.	Operate point-of-sale equipment	Operate point-of-sale equipment according to design specifications Open and close point-of-sale terminal according to store policy and procedures Clear point-of-sale terminal and transfer tender according to store procedure Handle cash according to store security procedures Maintain supplies of change in point-of-sale terminal according to store policy Attend active point-of-sale terminals according to store policy Complete records for transaction errors according to store policy Maintain adequate supplies of dockets, vouchers and point-of-sale documents Inform customers of delays in the point-of-sale operation
2.	Use numbers in the workplace	Accurately list a range of possible retail workplace numerical problems Collect numerical information from various sources and calculate accurately with or without the use of a calculator
3.	Perform point-of-sale transactions	Complete point-of-sale transactions according to store policy Identify and apply store procedures in respect of cash and non-cash transactions Identify and apply store procedures in regard to exchanges and returns Move goods through point-of-sale area efficiently and with attention to fragility and packaging Accurately enter information entered into point-of-sale equipment State price or total and amount of cash received verbally to customer Tender correct change
4.	Complete sales	Complete customer order forms, invoices and receipts accurately Accurately identify and process customer delivery requirements according to set timeframes Process sales transactions or direct customers to point-of-sale terminals according to store policy without undue delay
5.	Wrap and pack goods	Maintain and request adequate supplies of wrapping and packaging materials Select appropriate wrapping or packaging material Wrap merchandise neatly and effectively where required Pack items safely to avoid damage in transit, and attach labels where required Arrange transfer of merchandise for parcel pick-up or other delivery methods if required

SIRXICT001A

Operate retail technology

Core

1.	Maintain retail equipment	Identify purpose of equipment used in store or department Operate equipment according to design specifications and safety requirements Identify equipment faults and report to relevant personnel Identify and apply maintenance program for retail equipment according to store policy and procedures
2.	Apply keyboard skills	Operate keyboard using typing techniques within designated speed and accuracy requirements Enter and edit information accurately
3.	Operate data entry equipment	Enter data using relevant equipment according to store policy and procedures Operate price marking equipment according to manufacturer instructions and store policy Enter data accurately and within designated time limits

SIRXINV001A

Perform stock control procedures

Core

1.	Receive and process incoming goods	Maintain cleanliness and orderliness in receiving bay according to store policy and procedures Unpack goods using correct handling techniques and equipment according to store policy Remove and promptly dispose of packing materials according to store policy and relevant legislative requirements Check incoming stock and validate against purchase orders and delivery documentation according to store policy and relevant legislative requirements Inspect items received for damage, quality, use-by dates, breakage or discrepancies and record according to store policy Record stock levels on store stock systems according to store policy Rotate and store stock according to the first in first out (FIFO) principle Dispatch stock to appropriate area or department Apply stock price and code labels when required according to store policy
2.	Rotate stock	Carry out stock rotation procedures according to store routine and policy Perform store code checking and reporting procedures, including recording of waste and markdowns Place merchandise to achieve a balanced, fully-stocked display appearance and promote sales Place excess stock in storage or dispose of according to store policy and legislative requirements Maintain safe lifting, shifting and carrying techniques according to store OHS policy and legislative requirements

SIRXRSK001A

Minimise theft

Core

1.	Apply routine store security	Apply store security systems and procedures according to store policy Handle and secure cash according to store policy and procedures Observe and deal with suspect behaviour by customers according to store policy and legislative requirements Deal with internal and external theft according to store policy and legislative requirements Store products and equipment in a secure manner
2.	Minimise theft	Take appropriate action to minimise theft by applying store procedures and legislative requirements Match merchandise to correct price tags Maintain surveillance of merchandise according to store policy and legislative requirements Check customers' bags as required at point of sale according to store policy and legislative requirements Maintain security of cash, cash register and keys according to store policy Maintain security of stock, cash and equipment in regard to customers, staff and outside contractors according to store policy and legislative requirements Deal with suspected or potential thieves according to store policy and procedures

SIRXFIN001A

Balance point-of-sale terminal

Elective

1.	Remove takings from register or terminal	Perform register or terminal balance at designated times according to store policy and procedures Separate cash float from takings prior to balancing procedure and secure according to store policy Supply change to register or terminal according to store policy Acquire and accurately interpret register or terminal reading or print-out Remove and transport cash and non-cash documents according to store security policy and procedures
2.	Reconcile takings	Count cash accurately Calculate non-cash documents accurately Determine balance between register or terminal reading and sum of cash and non-cash transactions Report discrepancies between register or terminal reading and sum of cash and non-cash transactions to relevant personnel according to store policy Record store and individual department takings and file records according to store policy

SIRXSLS001A

Sell products and services

Elective

1.	Apply product knowledge	Demonstrate knowledge of the use and application of relevant products and services according to store policy and legislative requirements Develop product knowledge by accessing relevant sources of information
2.	Approach customer	Determine and apply timing of customer approach Identify and apply effective sales approach Convey a positive impression to arouse customer interest Demonstrate knowledge of customer buying behaviour
3.	Gather information	Apply questioning techniques to determine customer buying motives Use listening skills to determine customer requirements Interpret and clarify non-verbal communication cues Identify customers by name where possible Direct customer to specific merchandise
4.	Sell benefits	Match customer needs to appropriate products and services Communicate knowledge of products features and benefits clearly to customers Describe product use and safety requirements to customers Refer customers to appropriate product specialist as required Answer routine customer questions about merchandise accurately and honestly or refer to senior sales staff
5.	Overcome objections	Identify and accept customer objections Categorise objections into price, time and merchandise characteristics Offer solutions according to store policy Apply problem solving to overcome customer objections
6.	Close sale	Monitor, identify and respond appropriately to customer buying signals Encourage customer to make purchase decisions Select and apply appropriate method of closing sale
7.	Maximise sales opportunities	Recognise and apply opportunities for making additional sales Advise customer of complementary products or services according to customer's identified need Review personal sales outcomes to maximise future sales

SIRXSLS002A

Advise on products and services

Elective

1.	Develop product and service knowledge	Develop and maintain product knowledge according to store policy and legislative requirements Convey product knowledge to other staff as required Research and apply comparisons between products and services Demonstrate knowledge of competitors’ product and service range and pricing structure
2.	Recommend specialised products or services	Evaluate merchandise according to customer requirements Demonstrate features and benefits of products and services to customer to create a buying environment Apply detailed specialised knowledge of product to provide accurate advice to customers

SIRXINV002A

Maintain and order stock

Elective

1.	Monitor receipt and dispatch of goods	Delegate responsibility for receipt and dispatch of goods to appropriate staff Implement store procedures in regard to receipt, dispatch and secure storage of goods Observe staff functions to ensure store procedures are followed and documentation is completed correctly Implement store procedures to ensure goods inspected for quantity and quality on receipt Act upon variations to quantity and quality of delivered goods according to store policy and procedures Supervise safe handling and storage of goods according to store policy
2.	Maintain stock records	Monitor and maintain stock levels at required levels Maintain, monitor and adjust stock reorder cycles as required Inform team members of their individual responsibilities in regard to recording of stock Maintain stock storage and movement records according to store policy Record stock discrepancies and follow procedures according to store policy Monitor stock performance and identify and report fast and slow selling items according to store policy
3.	Coordinate stocktake or cyclical count	Interpret policy and procedures in regard to stocktaking and cyclical counts and explain to team members Roster staff according to allocated budget and time constraints Allocate stocktaking tasks to individual team members Provide team members with clear directions for the performance of each task Allocate team members to ensure effective use of staff resources to complete task Produce accurate reports on stocktake data, including discrepancies, for management
4.	Identify stock losses	Identify, record and assess losses against potential loss forecast on a regular basis Identify avoidable losses and establish reasons Recommend and implement possible solutions
5.	Process orders	Process and raise orders for stock as requested according to store policy and procedures Maintain ordering and recording system Ensure availability of sample range according to buying plan Order pricing materials as required Record negotiated purchase and supply agreements and file for retrieval
6.	Follow up orders	Monitor delivery process to meet agreed deadlines Handle routine supply problems or refer to management as required by store policy Maintain ongoing liaison with buyers, store or departments, warehouse and suppliers to ensure continuity of supply Distribute stock according to store or department allocation

SIRXMER001A

Merchandise products

Elective

1.	Place and arrange merchandise	Unpack merchandise according to store policy and procedures and legislative requirements Place merchandise on floor, fixtures and shelves in determined locations according to OHS and other relevant legislative requirements Display merchandise to achieve a balanced, fully-stocked appearance and promote sales Identify damaged, soiled or out-of-date stock and take corrective action as required according to store procedure Place stock range to conform with fixtures, ticketing, prices or bar codes Rotate stock according to stock requirements and store procedure Ensure stock presentation conforms to special handling techniques and other safety requirements
2.	Prepare display labels and tickets	Prepare labels and tickets for window, wall or floor displays according to store policy Prepare tickets using electronic equipment or neatly by hand according to store procedures Identify soiled, damaged, illegible or incorrect labels and tickets and take corrective action Use and maintain electronic ticketing and labelling equipment according to design specifications Store ticketing equipment in a secure location
3.	Place, arrange and display price labels and tickets	Place labels and tickets visibly and correctly on merchandise Replace labels and tickets according to store policy Maintain correct pricing and information on merchandise according to store procedures, industry codes of practice and legislative requirements
4.	Maintain displays	Reset and dismantle special promotion areas Assist supervisor in selection of merchandise for display Arrange and face up merchandise as directed and according to layout specifications and load-bearing capacity of fixtures Identify, reset or remove unsuitable or out-of-date displays as directed Identify optimum stock levels and replenish stock according to store policy Maintain display areas in a clean and tidy condition Remove excess packaging from display areas
5.	Protect merchandise	Identify and apply correct handling, storage and display techniques according to stock characteristics and legislative requirements

Traineeship

Traineeship Schedule for Certificate II in Retail
Course start date:	Anytime
Schedule:	1 visit every 4-6 weeks
Location:	In the workplace or at our training rooms
Number of visits:	Between 4-8 visits
Length of training sessions:	2-3 hours
Duration:	6 -12 months
Flexibility Options:	Online options Increase or decrease the frequency Increase or decrease number of visits Increase or decrease the length of each session Increase or reduce the overall duration of the course Group Training or One on One (or combination!)

Correspondence

Correspondence Schedule and Information for Certificate II in Retail
Course start date:	Anytime
Structure:	3 modules, 7-8 units per module. Modules will be posted with complete instructions and contact with the trainer available throughout your course.
Study time:	Each unit requires up to 20 hours for learning and assessment (depends on units chosen and current skill and knowledge)
Location:	Your place
Support:	Qualified trainer support by phone and email. Face to face option available
Duration:	3 - 12 months self paced. The recommended pace is 1 module every 4 weeks. Participants will have up to 12 months to complete the course.
Flexibility Options:	Add required number of face to face meetings with your trainer Complete some units online

Online

Please contact Just Careers Training for online course options

Fees & Funding

Just Careers Training has a several options of delivery for our courses. From online, print correspondence, classroom face-to-face delivery and RPL, the range of options are in place to ensure that all individuals can access our courses. Weekly payment plan options are also available through our SecurePay system enabling you to study in your chosen option for a little fee per week.

Fees listed below include enrolment, resource and tuition fees.

All our courses are available through the workplace based Traineeship Program, which attracts Government Funding of up to $4000 per eligible employee.

See our 2011 Pricing and Funding Information table below or contact one of our friendly Consultant's on 1300 558 241

Delivery Options	Fees	Pay per week option	Up front payment (save 10%)
Correspondence	$1950	Pay $424 upfront then $29.35 per week	$1755 - Save $195
Online	$1650	Pay $424 upfront then $23.58 per week	$1485 - Save $165
Classroom	$2300	Contact us for payment details	$2070 - Save $230
RPL per unit	$50 per unit
RPL full qualification	$700

Traineeship and funding Information

Available as Traineeship	Government Incentives Available	Amount of Government Incentives paid per person	Fees for Training - paid with funding when received	Pay monthly and save 10%
Yes	Yes	Up to $4000	From $1550	$424.00 upfront then $80.92 per month x 12 months