Certificate III in Retail


This qualification is for people wanting to work in the retail industry and/or to recognise the skills and knowledge acquired on the job for those who are employed in a retail role. It provides a pathway to work in a diverse range of retail settings including speciality retails, supermarkets, department stores and quick service restaurants.


The qualification reflects the role of individuals who have the primary responsibility of engaging the retail customer, maintaining daily store operations and delivering on organisational expectations. They have sound knowledge of product and service offerings. These individuals possess a range of well-developed skills where discretion and judgement is required and work with some independence under limited supervision. Individuals with this qualification are able to perform roles such as frontline sales assistant, customer service representative, shop assistant.


The qualification requires the successful completion of 13 units of competency.  These consist of 8 core units and 5 elective units (see sample program structure below). The delivery of the Program is over 4-8 months (depending on learner experience and existing qualifications). A typical program structure is 14 days (face to face) delivered one day per week over 16 weeks plus self-directed learning (that may include readings, workplace activities and/or work related projects) that follow each face to face training day. Learners have up to 12 months to complete the qualification.


The Program includes:

  • practical shopping centre visits – to relate course topics to actual “real life “examples;
  • mystery shoppers activities in local retailers; and
  • inviting large local retail managers to address our students (such as Anaconda, Bunnings, McDonalds & Big W).

Assessments include written assessments (at the end of each unit), completion of an on-job logbook, and practical observations / demonstrations. Learner guides and assessments are provided to all Learners.


There are no entry requirements but it is expected that applicants will be able to read, write and communicate effectively (to a basic level required by a customer service environment). Language, Literacy and Numeracy (LLN) is screened during the enrolment process. If an applicant requires additional support for their LLN skills, this is reviewed on case by case basis. Ideally, applicants will also have access to a workplace for the practical components.  Practical elements may also be undertaken using simulated activities.


For further information, please contact


Employers – this qualification can be customised to the needs of your business – please contact us for information.


Typical Program (8 cores, 5 eletives):


SIRXCEG001 - Engage the customer

  • Engage customers
  • Assist customers
  • Contribute to a service culture

SIRXCEG002 - Assist with customer difficulties

  • Deal with customer complaints
  • Process refunds and exchanges
  • Deal with difficult customers
  • Provide feedback on customer service

SIRXCEG003 - Build customer relationships and loyalty

  • Develop relationships with customers
  • Generate customer loyalty
  • Deal with escalated customer complaints

SIRXCOM002 - Work effectively in a team

  • Communicate with team members
  • Actively participate in retail teams

SIRXIND001 - Work effectively in a service environment

  • Source and use information on employment rights and responsibilities
  • Work within organisational requirements
  • Use effective work habits

SIRXRSK001 - Identify and respond to security risks

  • Identify potential security risks
  • Respond to security breaches
  • Report on security issues

SIRXSLS001 - Sell to the customer

  • Establish customer needs
  • Provide advice on products and services
  • Facilitate the sale of products and services

SIRXWHS002 - Contribute to workplace health and safety

  • Act safely in the workplace
  • Follow emergency procedures
  • Participate in workplace health and safety practices

SIRRINV002 - Control stock

  • Monitor stock receipt and dispatch
  • Maintain stock records
  • Process and follow up orders
  • Minimise stock losses
  • Coordinate stocktake or cyclical count

SIRRINV001 - Receive and handle retail stock

  • Maintain stock handling and storage areas
  • Accept stock delivery
  • Replenish stock levels

SIRRMER001 - Produce visual merchandise and displays

  • Prepare to produce visual merchandise display
  • Display merchandise
  • Maintain display

SIRRMER003 - Coordinate visual merchandising activities

  • Coordinate visual merchandise requirements
  • Supervise visual merchandise activities
  • Review impact of visual merchandise activities

SIRRRTF001 - Balance and secure Point-of-Sale terminal

  • Balance and secure takings
  • Reconcile takings

Successful completion of all units of competency will result in the award of a nationally recognised SIR30216 Certificate III in Retail from the Retail Services Training Package. Participants who do not successfully complete the full program will be issued with a nationally recognised Statement of Attainment for any of the unit/s of competency they have been deemed competent in. Recognition is available for this qualification – see the Participant Handbook or the Recognition Process page for more information.

This training is subsidised by the NSW Government under Smart & Skilled (NSW residents only). For more information and eligibility requirements see