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.

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

Visit Get Qualified Australia’s Trade Licensing page for more information surrounding licensing

EMPLOYABILITY SKILLS QUALIFICATION SUMMARY 

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.

Industry/enterprise requirements for this qualification include: 

Communication

• 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

Teamwork

• 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

Problem-solving

• 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

Self-management

• 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

Learning

• 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

Technology

• 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

This qualification reflects the skills and knowledge required of individuals 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  

• senior sales assistant
• customer service assistant
• point-of-sa
• sales assistant
• le operator

• Certificate IV in Retail Management
• Certificate III in Customer Contact
• Certificate III in Work Health and Safety