Certificate III in Retail Operations

This qualification provides the skills and knowledge for an individual to be competent in retail operations. Work would be undertaken in various retail store settings, such as specialty stores, supermarkets, department stores and retail fast food outlets.

Job roles

Individuals with this qualification are able to perform roles, such as:

provide in-depth product and service advice in a retail environment

sell products and services in a variety of retail settings

service the point-of-sale area

organise and maintain work areas and displays

carry out specific responsibilities, such as merchandising.

Possible job titles

sales assistant

senior sales assistant

customer service assistant

point-of-sale operator


14 units must be completed:

6 core units

8 elective units:

a minimum of 5 units must be selected from the elective unit list below

a maximum of 3 units may be selected from any relevant Training Package or accredited course first packaged at AQF level 2, 3 or 4.

The choice of elective units must be guided by the core function or role of the current or intended work environment, local industry requirements, and the characteristics of the AQF level of this qualification.

Units chosen from other Training Packages must not duplicate units selected from or available in SIR07 V3 Retail Services Training Package.

Core units


Communicate in the workplace to support team and customer outcomes


Work effectively in a customer service environment


Sell products and services


Build relationships with customers


Apply safe work practices


Maintain store safety

Elective units


add topic SIRXADM002A

Coordinate retail office

Cleaning and Maintenance


Organise and maintain work areas

Client and Customer Service


Apply point-of-sale handling procedures


Interact with customers


Promote loyalty programs


Coordinate interaction with customers



Communicate with customers using technologies

Computer Operations and ICT Management

add topic SIRXICT001A

Operate retail technology


Operate retail information technology systems


add topic SIRXFIN003A

Produce financial reports


Balance and secure point-of-sale terminal

Food Safety


Monitor food safety program


add topic SIRXINV001A

Perform stock control procedures

add topic SIRXINV002A

Maintain and order stock

Management and Leadership

add topic SIRXMGT001A

Coordinate work teams

add topic SIRXMGT002A

Maintain employee relations

Marketing and Public Relations

add topic SIRXMPR001A

Profile a retail market



Plan, create and maintain displays


Coordinate merchandise presentation


Present products

Product Knowledge

add topic SIRRRPK006A

Recommend liquor products

add topic SIRRRPK007A

Recommend and fit clothing or footwear products and services

add topic SIRRRPK008A

Recommend jewellery products and services

add topic SIRRRPK009A

Recommend toddler and baby products

add topic SIRRRPK010A

Recommend home and home improvement products and services

add topic SIRRRPK011A

Recommend books or newsagency services

add topic SIRRRPK012A

Recommend business and leisure products and services

add topic SIRRRPK013A

Hire and sell video and DVD products and services


Recommend specialised products and services

add topic SIRXRPK001A

Recommend health and nutritional products and services

add topic SIRXRPK002A

Recommend hair, beauty and cosmetic products and services

Quality and Innovation

add topic SIRXQUA001A

Develop innovative ideas at work

Retail Food

add topic SITHFAB009A

Provide responsible service of alcohol

Retail Post

add topic SIRRPOS004A

Handle customer interviews and applications

Risk Management and Security


Minimise loss



Build sales relationships


Process product and service data


Analyse and achieve sales targets


Build sales of branded products

add topic SIRXSLS002A

Advise on products and services


Coordinate sales performance


    This qualification is suitable for an Australian Apprenticeship pathway and is also appropriate for VET in Schools (VETiS) delivery.

    Pathways from the qualification

    After achieving SIR30212 Certificate III in Retail Operations, individuals may undertake:

    SIR30312 Certificate III in Retail Supervision

    SIR30412 Certificate III in Business-to-Business Sales

    SIR40212 Certificate IV in Retail Management

    SIR50112 Diploma of Retail Management

    SIR50212 Diploma of Visual Merchandising.

Entry Requirements

To undertake this qualification, individuals will have previous retail experience in roles, such as:

applying point-of-sale handling procedures

interacting with customers

operating retail technology

performing stock control procedures

applying safe work practices

communicating in the workplace

minimising theft.

Examples of evidence of retail experience may include:

job descriptions and references from current or past employers

an entry interview to determine retail operational experience.

Licensing Information

No licensing, legislative, regulatory or certification requirements apply to this qualification at the time of endorsement.

Employability Skills


The following table contains a summary of the employability skills as identified by the retail industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Due to the high proportion of electives required by this qualification, the industry/enterprise requirements described above for each employability skill are representative of the business-to-business industry in general and may not reflect specific job roles. Learning and assessment strategies for this qualification should be based on the requirements of the units of competency for this qualification.

Employability skill

Industry/enterprise requirements for this qualification include:


use questioning and active listening to determine and respond to customer needs to ensure customers enjoy a positive retail experience that reflects store values

persuade customers to purchase goods by communicating their features and benefits

regularly give verbal instructions and carry out verbal instructions from other team members and supervisors

read and interpret simple workplace documents

complete written workplace forms and share work-related information with other team members


participate in retail store teams, working independently to complete own tasks and also supporting other team members where appropriate

lead small retail teams where required in the context of the job role, mentoring and supporting other team members


demonstrate sensitivity to customer needs and concerns, anticipating problems and acting to avoid them where possible

solve a range of operational retail store problems individually or in the context of a team structure where, after clarification, existing policies and infrastructure may be applied to source information and resources and develop practical and sustainable solutions

Initiative and enterprise

look for opportunities to do things better and suggest ideas to other team members and supervisors in the context of the job role

translate ideas into action by positively accepting and adapting to changes in procedures or arrangements at the store level

Planning and organising

establish and communicate clear goals and deliverables for self and team members in the context of organisational objectives and the current store situation

coordinate resources to ensure that work is carried out according to timelines and priorities

coordinate and implement changes arising from continuous improvement processes


understand how a personal job role fits into the context of the wider business values and directions

work within the store culture by practising inclusive behaviour

manage personal presentation, hygiene and time

prioritise and complete delegated tasks

maintain own knowledge of the job role

review own performance and actively seek and act on advice and guidance


identify personal strengths and weaknesses in the context of the job role and recognise how to personally learn best

seek opportunities for formal education in the context of a current role or future retail job opportunities

accept opportunities to learn new ways of doing things and share knowledge and skills with other store team members


select and use a range of retail technology, such as point-of-sale systems, according to available equipment and store procedures

recognise and report faulty equipment and follow workplace health and safety procedures