Course description

This course reflects the role of individuals who have the primary responsibility of engaging the customer, maintaining daily store operations and delivering on organisational expectations. These individuals need a sound knowledge of product and service offerings, and to possess a range of well-developed skills where discretion and judgement is required.

This course is designed for individuals who work in a diverse range of retail settings. This qualification will help you keep up to date with the latest trends and further build your retail skills. Completion of this course shows employers you are fully capable and willing to learn, giving you more opportunities to move into more senior roles, and take on higher responsibilities.

Course cost

Prices on Application

Contact the NRA training team to find out which subsidies & assistance programs you are eligible for.

Course suitability

This course is designed for individuals who may be working in retail roles similar to front of house/customer service personnel/retail.
 
 
 

Course duration

The duration of the course will vary depending on the method of completion and any funding program requirements that may apply. As an example - a classroom-based program may take from 6 to 8 weeks; whereas a traineeship program may take from 6 months to 2 years.
  • How will the course be delivered?

    The NRA Retail Institute tailors each course to the individual or company, ensuring the delivery method is designed to provide optimal learning for all individuals. This includes the flexible offering of online, in-person and blended courses.

  • What jobs can this lead to?

    Individuals with this qualification may be able to perform roles of similar nature to: frontline sales assistant, customer service representative, shop assistant, retail supervisor, team leader and senior sales assistant. You will not be confined to a particular setting, being able to work in a diverse range of retail settings including specialty retailers, supermarkets, department stores and quick service restaurants.

  • Are there any entry requirements?
    • There are no qualification entry requirements to this course.
    • A Language, Literacy and Numeracy [LLN] assessment is required as part of the enrolment process. Where results show that additional support is needed, entry to the course will be reviewed on a case-by-case basis.
  • How am I assessed?

    The assessment process will include the gathering of evidence to demonstrate the individuals’ competence. The assessment requirements will be clearly advised at the beginning of each unit. All required tasks must be completed to achieve competence within the specified unit.

  • Can I apply for RPL (Recognition of Prior Learning) or credit transfers for this qualification?

    Yes, RPL is available for this qualification – please contact the NRA Retail Institute team on training.nra.net.au for more information.

  • Why the National Retail Association?

    The NRA Retail Institute services are delivered by highly trained and qualified in-house staff with combined decades of experience and industry knowledge. Our approach is flexible and cost-effective, working closely with individuals to determine eligibility for funding options and recognition of prior learning to ensure you are always getting the most value for money.

Units of Competency (13 Units)

8 Core Units

 

SIRXCEG001 Engage the customer

This unit describes the performance outcomes, skills and knowledge required to interact and communicate with a diverse range of customers to assist with basic enquiries and contribute to a service culture.

 

SIRXCEG002 Assist with customer difficulties

This unit describes the performance outcomes, skills and knowledge required to solve

customer problems and use techniques to deal with customer difficulties.

 

SIRXCEG003 Build customer relationships and loyalty

This unit describes the performance outcomes, skills and knowledge required to build customer relationships and foster customer loyalty.

 

SIRXCOM002 Work effectively in a team

This unit describes the performance outcomes, skills and knowledge required to communicate and work cooperatively with both peer and senior team members to contribute to the achievement of team goals.

 

SIRXIND001 Work effectively in a service environment

This unit describes the performance outcomes, skills and knowledge required to work effectively in the retail environment by integrating knowledge of workplace rights and responsibilities, organisational policies and procedures into daily work activities.

 

SIRXRSK001 Identify and respond to security risks

This unit describes the performance outcomes, skills and knowledge required to identify security risks related to customers, team members, merchandise and money, and take appropriate action, within scope of job role, to eliminate or minimise those risks.

 

SIRXSLS001 Sell to the retail customer

This unit describes the performance outcomes, skills and knowledge required to deliver quality customer service and sell to retail customers. It requires the ability to determine customer needs, match products and services to their needs, and facilitate a sale.

 

SIRXWHS002 Contribute to workplace health and safety

This unit describes the performance outcomes, skills and knowledge required to follow organisational policies and procedures for safe work practice.

5 Elective Units

(choose at least 3 from the list below)

SIRRMER001 Produce visual merchandise displays

This unit describes the skills and knowledge required to display retail merchandise. It requires the ability to prepare, produce and maintain merchandise displays in accordance with standards and requirements.

 

SIRRMER003 Coordinate visual merchandising activities

This unit describes the performance outcomes, skills and knowledge required to coordinate store visual merchandising activities and ensure adherence to organisational standards, policies and procedures for the display of merchandise.

 

SIRXIND002 Organise and maintain the store environment

This unit describes the performance outcomes, skills and knowledge required to organise, clean and maintain the work environment to ensure optimal workplace appearance and safety.

 

SIRRINV001 Receive and handle stock

This unit describes the performance outcomes, skills and knowledge required to receive and store retail stock. It requires the ability to check stock quality and quantity against order requirements; store or present stock correctly; and maintain cleanliness of stock handling areas.

 

BSBMKG401 Profile a retail market

This unit describes the skills and knowledge required to profile a target market or market segments in accordance with a marketing plan and to develop market positioning strategies.

 

SIRXIND003 Organise personal work requirements

This unit describes the performance outcomes, skills and knowledge required to organise and prioritise individual work requirements. It requires the ability to identify tasks for completion, complete tasks according to workplace requirements and respond to changes in personal work requirements.

 

SIRXMGT001 Supervise and support frontline team members

This unit describes the performance outcomes, skills and knowledge required to monitor the work activities and performance standards of team members to ensure organisational and team goals are achieved to an expected standard.

 

SIRWSLS002 Analyse and achieve sales targets

This unit describes the performance outcomes, skills and knowledge required to set, analyse and achieve personal sales targets to guide performance and monitor the progress of sales against business objectives.

 

(choose up to 2 from the list below)

Imported Electives

FSKOCM007 Interact effectively with others at work

This unit describes the skills and knowledge required to interact with others in basic spoken exchanges at work, such as following simple instructions, engaging in informal exchanges with colleagues, leaving a short telephone message, or participating in a workplace team meeting.

 

FSKOCM006 Use oral communication skills to participate in workplace teams

This unit describes the skills and knowledge required to participate in and contribute to workplace teams, such as providing services and information, communicating workplace instructions and messages, negotiating, or participating in team meetings.

The NRA Retail Institute is a nationally Registered Training Organisation (RTO Code 0712) that delivers training throughout Australia, including all states and regional areas. Train with us and make sure you have the necessary skills and foundation set up to compete and thrive in the ever-growing online marketplace.

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