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Certificate II in Retail Services - SIR20216


This qualification reflects the role of frontline retail team members who use a defined range of operational skills to undertake workplace activities. They are invovled in mainly routine and repetitive tasks and work under direct supervision.

This qualification provides a pathway to work in a diverse range of retail settings including specialty retailers, supermarkets, department stores and quick service restaurants.


Job roles 

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

  • provide product and service advice in a retail store
  • sell products and services in a variety of retail settings
  • work as a checkout operator
  • check stock and replenish shelves
  • organise and maintain work areas and displays. 

Possible job titles 

  • Sales assistant
  • Customer service assistant
  • Frontline team member


You will learn how to communicate effectively with colleagues and customers, apply safe working practices and perform stock control and point-of-sale procedures. You will also learn how to minimise theft, operate retail technology and organise and maintain work areas. This will take place through a combination of individual and team-based learning strategies that include practical activities, industry case studies, role plays, simulations, and projects.

Course Summary

Qualification Gained

Certificate II in Retail Services

Course Code


Career Opportunities

A range of positions in retail sales, customer service and retail administration.


You can get advanced standing in this course if you have done SIR10116 Certificate I in Retail Services. When you finish this course you can do SIR30216 Certificate III in Retail Operations.

Entry Requirements

There are no formal educational requirements for entry into this course.

Study Mode

Online, by self-paced correspondence, workplace based, face-to-face, and/or blended delivery

Total number of units

12 (7 core units plus 5 elective units)


Course Content

Core Units

SIRXCEG001 Engage the customer

SIRXCOM001 Communicate in the workplace to support team and customer outcomes

SIRXIND001 Work effectively in a service environment

SIRXIND003 Organise personal work requirements

SIRXPDK001 Advise on products and services

SIRXRSK001 Identify and respond to security risks

SIRXWHS002 Contribute to workplace health and safety


Elective Units

A minimum of 3 elective units must be selected from the qualification's elective list below with a maximum of 2 units able to be selected from electives elsewhere in the SIR Retail Services Training Package or any other relevant Training Package or accredited course. Please contact us for further details. 


SIRRFSA001 Handle food safely in a retail environment
SIRRINV001 Receive and handle retail stock
SIRRMER001 Produce visual merchandise displays
SIRRMER002 Merchandise food products
SIRXPDK002 Advise on food products and services
SIRXSLS002 Follow point-of-sale procdures

BSBWOR204 Use business technology

FSKLRG09 Use strategies to respond to routine workplace problems

SIRXIND002 Organise and maintain the store environment

SIRXIND004 Plan a career in the retail industry


Please feel free to enquire with us for more information.