Certificate III in Retail SIR30207

Overview
Outline
Traineeship
Correspondence
Online
Fees & Funding

Overview

The qualification SIR30207 Certificate III in Retail is an ideal qualification for those working in a wide variety of retail businesses. The qualification will draw on your existing experience in Retail and provide additional skills and knowledge to allow you to potentially further develop your skill set. Therefore it is suitable for participants currently working in a Retail environment.

Entry Requirments:

To undertake this program as a traineeship then you must be working in a Retail environment.

This program may also be available to those who are not currently working. Please speak contact Just Careers Training to find out if you can undertake this qualification.

There are two alternative pathways for entry into this program, the participants must either;

1. Be recognised as competent through a recognised training program or recognition process against the core units of competency outlined in the qualification SIR20207 – Certificate II in Retail
Or
2. Or have sufficient relevant retail employment experience or has involved the application of those core units in the qualification SIR20207 Certificate II in Retail

Course Structure:

The course consists of Ten (10) units of competency comprising of Three (3) core units and Seven (7) elective units.

Just Careers Training (JCT) is a Registered Training Organisation (RTO ID 91413) that has developed a program that meets the requirement of the qualification; this combination of units has been deemed suitable for those in retail role with a customer service with product knowledge focus.

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 IV in Retail Management.

Outline

The course consists of Ten (10) units of competency comprising of Three (3) core units and Seven (7) 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

SIRXOHS002A

Maintain store safety

Core

1.	Inform team members	Clearly and accurately explain store policy and procedures in regard to OHS and emergency procedures to team members Ensure access for team members to store OHS policy and procedures Clearly and accurately explain relevant provisions of OHS legislation and codes of practice to team members Regularly provide clear and accurate information on identified hazards and risk control procedures to team members
2.	Involve team members	Provide opportunities and processes for team members to consult and contribute on OHS issues according to store policy Promptly resolve issues raised or refer to relevant personnel according to store policy Promptly convey outcomes of issues raised on OHS matters to team members
3.	Monitor and maintain a safe work environment	Implement store policy and procedures with regard to identification, prevention and reporting of potential hazards Take prompt action to deal with hazardous events according to store policy Investigate unsafe or hazardous events to identify cause and report any inadequacies in risk control measures or resource allocation for risk control to relevant personnel Implement and monitor control measures to prevent recurrence and minimise risks of unsafe and hazardous events according to store policy and the hierarchy of control Handle and store hazardous goods according to store policy and OHS regulations Maintain equipment according to store policy and OHS regulations Monitor team performance to ensure use of safe manual handling techniques
4.	Implement emergency procedures	Implement store emergency policy and procedures promptly in the event of an emergency
5.	Identify need for OHS training	Identify OHS training needs, specifying gaps between OHS competencies required and those held by team members Organise and arrange training according to store policy
6.	Maintain OHS records	Complete and maintain OHS records regarding occupational injury and disease according to store policy and legislative requirements Use information from records to identify hazards and monitor risk control procedures according to store policy

SIRXRSK002A

Maintain store security

Core

Monitor and maintain store security

Implement store policy and procedures to ensure store security is maintained
Monitor and review security procedures according to store policy and legislative requirements
Implement procedures to minimise theft of easily stolen merchandise
Maintain security of cash, cash register and keys according to store policy
Implement store procedures in regard to transactions
Inform team members of store policy and procedures in regard to security
Provide team members with feedback in regard to implementation or non-implementation of store security procedures
Provide staff with ongoing supervision and training to facilitate awareness and detection of theft
Report matters likely to affect store security according to store policy

SIRXSLS004A

Build relationships with customers

Core

1.	Establish rapport with customers	Establish rapport and relationship with customer and express a genuine interest in customer needs and requirements to enhance customer commitment, trust and credibility of store and to build return customer base Maintain professional ethics with the customer to promote store image and credibility Accurately clarify customer needs and preferences to maximise sales opportunities Maximise sales opportunities by use of add-on and complementary sales techniques Give customer space and time to evaluate purchase decision, while using time to maximum advantage for customer and store Use effective methods to close sales
2.	Apply expert knowledge	Provide customer with accurate information regarding product and service appraisals, correct statements and warranties according to legislative requirements Provide detailed knowledge of supplier or manufacturer information according to customer needs and commercial confidentiality guidelines Evaluate product range, accurately demonstrate features and benefits of products or services where appropriate and make recommendations to the customer to maximise sales potential Maximise customer interest in product or service through price negotiation where applicable and offer payment and credit options according to store policy Accurately calculate prices and discounts according to pricing determinants and store policy
3.	Provide post sales support	Accurately provide evidence of ongoing support as sale is concluded Accurately explain back-up service and reassure customer according to legislative requirements and store policy Provide customer with store or salesperson’s contact details to provide line of contact and customer followed up according to store policy Accurately enter customer and transaction details into customer database
4.	Plan sales presentations	Plan presentation to complement product characteristics Select client group according to product characteristics and store merchandising policy Access promotional materials where required and distribute to client group Select and prepare a range of products or services for presentation to reflect store image, demographics and merchandising plan
5.	Implement sales presentation	Ensure sufficient numbers of adequately briefed support staff, where required for a presentation Apply communication skills to effectively create interest, focus attention, and encourage customer interaction with individuals or groups Demonstrate products or services to create a buying environment Measure results of sales presentation according to predetermined criteria, review overall performance and results, and apply information to enhance future sales presentations according to store sales policy
6.	Maintain and utilise a customer database	Maintain customer confidentiality as required by store policy and legislative requirements Develop and maintain accurate customer records and store securely according to store policy and procedures Accurately identify and follow up regular customers according to store marketing policy Accurately utilise customer records to advise customers on products and services of possible interest Implement customer loyalty schemes where required according to store promotional activities
7.	Deal with difficult customers	Acknowledge customer complaints and problems and reassuringly support difficult customers to produce positive outcome Use questioning and active listening to encourage customer to verbalise issue and minimise customer frustration Develop customer's confidence in the candidate and product or service to promote long-term trust and commitment to store Establish mutually acceptable resolution of complaint

SIRXCCS003A

Coordinate interaction with customers

Elective

1.	Implement customer service standards	Monitor service standards according to store policy Identify deficiencies in service and take action as required according to store policy Convey store and legislative policy and procedures in relation to customer service provision to team members Give feedback on quality of service provision to team members and management on a regular basis
2.	Implement store policy regarding customer complaints	Monitor service standards to ensure store policy in regard to customer complaints is implemented by sales staff Authorise, action, or refer to a higher authority procedures to resolve customer complaints according to store policy Satisfy customers special needs where appropriate according to store policy
3.	Communicate with management	Refer to management current store policies on customer service issues that may affect the operation of the department or section Provide operational information to management and other supervisors in order to facilitate customer service planning
4.	Lead customer service team	Interpret store policy and procedures and apply to store operation Motivate team to achieve a high standard of service to customers Ensure team access to current information on staff issues and operations Clarify, plan and allocate team tasks in consultation with staff to ensure effective day-to-day store operations and efficient use of human resources Inform team of changes in store service policy and procedures that affect their roles and responsibilities Provide feedback to team in regard to achievement or non-achievement of agreed service standards and performance targets Encourage team members to contribute feedback in regard to achievement of performance targets Handle routine problems using appropriate problem-solving techniques and refer to management if required

SIRXICT003A

Operate retail information technology systems

Elective

1.	Use store information technology system	Demonstrate knowledge of store information technology system and convey to other staff members as required Identify and operate hardware according to manufacturer instructions and store policy and procedures Identify and use software according to manufacturer instructions and store procedures Describe the application and uses of information technology systems available Transmit data according to electronic data interchange procedures as required Use keyboard skills to accurately enter information as required by store policy Regularly perform back-up procedures according to store policy
2.	Edit and update information	Identify information to be edited and updated according to store procedures Edit and update information on system according to store policy and procedures Identify and enter price changes into store system as required Ensure shelf data price and computer records match
3.	Solve problems	Identify equipment, hardware and software faults and rectify where possible or seek expert assistance without delay Monitor and implement maintenance program for hardware and software systems according to manufacturer specifications and store procedures Handle routine problems using appropriate problem-solving techniques and refer to relevant personnel as required Evaluate and resolve problems arising at point of sale according to store procedures and relevant legislation Provide assistance positively and actively to staff as problems arise

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

SIRXMER002A

Coordinate merchandise presentation

Elective

1.	Coordinate merchandise presentation and display	Identify items to be advertised or promoted according to store merchandising policy Plan, coordinate and evaluate promotions or special events as directed by management Plan and supervise construction and maintenance of displays in order to achieve balance and visual impact Inform staff of store display standards and requirements Inform staff of occurrence and timing of promotions and special events Ensure product or service display information accurately depicts product or service being promoted Ensure displays are completed according to required time schedule, with minimum disruption to customer service and traffic flow Construct and maintain displays in a safe, secure manner Regularly monitor replenishment of merchandise and rotation of stock on store displays and take action as required Inform staff of appropriate timing for dismantling and disposal of displays Evaluate merchandise presentation against sales turnover and store presentation standards Provide management with feedback in regard to improvement of store marketing and promotional activities
2.	Implement merchandise pricing	Implement store policy and procedures in regard to pricing and ticketing Identify current prices for products and services and amend according to store policy Inform team members of price changes and current pricing policies

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

SIRMGT002A

Maintain employee relations

Elective

1.	Identify the awards and agreements	Identify and interpret relevant awards and agreements accurately Apply relevant awards and agreements accurately and equally to all staff Regularly and accurately inform staff of changes in awards and agreements Make copy of relevant awards and agreements available to employee if requested
2.	Identify and minimise potential industrial problems	Regularly provide opportunities for staff to discuss problems that directly or indirectly affect their work Counsel staff, if required, in a positive and constructive manner or refer to appropriate personnel when necessary Promptly identify potential and actual conflicts between staff and take effective remedial action as soon as practicable Apply remedial action according to store policy and procedures and legislative requirements Accurately maintain records of conflict and outcomes according to store policy
3.	Implement dispute settlement procedures	Promptly identify disputes or grievances Apply store dispute and grievance procedures and legislative requirements accurately and promptly Accurately inform staff of current procedures and policies Apply all procedures and policies in an impartial manner Accurately and completely record details of all procedures and make available to authorised personnel Promptly refer unsettled disputes or grievances to management Promptly refer recommendation for improvements to dispute and grievance procedures to management

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

Traineeship

Traineeship Schedule for Certificate III 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 III in Retail
Course start date:	Anytime
Structure:	6 modules, 2 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 30 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:	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	$2150	Pay $424 upfront then $33.19 per week	$1935 - Save $215
Online	$1950	Pay $424 upfront then $29.35 per week	$1755 - Save $195
Classroom	$2500	Contact us for payment details	$2250 - Save $250
RPL per unit	$85 per unit
RPL full qualification	$850

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 $2000	$424.00 upfront then $144.67 per month x 12 months