SIR30212 CERTIFICATE III IN RETAIL OPERATIONS

Transcription

1 SIR30212 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. 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. OCCUPATIONAL NAMES Job roles and titles vary across different industry sectors. Possible job titles relevant to this qualification include: sales assistant senior sales assistant customer service assistant point-of-sale operator EMPLOYMENT OPPORTUNITIES 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 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. TARGET TRAINING Australia Wide P E. info@targettraining.com.au W. CAREER PATHWAY A number of career pathways are available to you typically with further study, such as Team Leader, Site/Department Manager, Store Manager or Area Manager. SKILLS RECOGNITION If you already have some training, work or life experience in management, team leader role or coordinator, you may be eligible to have your existing skills and knowledge recognised and apply for advanced standing for one or more units. Processes for recognition include: Credit transfer Mutual recognition Recognition by assessment

2 COURSE OUTCOMES Gain the skills required to: use questioning and active listening to determine and respond to customer needs to ensure customers enjoy a positive retail experience that reflects store values participate in retail store teams, working independently to complete own tasks and also supporting other team members where appropriate demonstrate sensitivity to customer needs and concerns, anticipating problems and acting to avoid them where possible look for opportunities to do things better and suggest ideas to other team members and supervisors in the context of the job role establish and communicate clear goals and deliverables for self and team members in the context of organisational objectives and the current store situation understand how a personal job role fits into the context of the wider business values and directions identify personal strengths and weaknesses in the context of the job role and recognise how to personally learn best recognise and report faulty equipment and follow workplace health and safety procedures Pathways This qualification can be completed via any of these pathways as follows. We offer flexibility with this qualification. RPL: If you have skills and experience to meet all the competencies of any unit/s, and can demonstrate/document that competency, then you may apply for RPL (recognise prior learning). Please contact our office for more details of this assessment-only process and an application form. Learners should allow 125 hours to complete the qualification in this format, however, this is assuming that they are able to provide sufficient and current evidence. Group sessions (for Cert III and IV levels): There may be a number of people in your organisation that can come together for a series of training sessions in your workplace, or an agreed alternate location. We have a 9 session ideal structure for Certificate III and a 10 session ideal structure for Certificate IV however the amount of time face-to-face can be discussed and agreed depending on the current competencies of the participants and viability of them coming together. This involves a combination of summative assessments that include research, written tasks and demonstration activities. Flexible: It may not be possible or preferential to co-ordinate face-to-face sessions so we can also assist you through the qualification via post, and phone support. Learners should allow up to 350 hours regardless. We combine group learning sessions with self-directed reading, summative assessment projects and research activities that combined we have allowed up to 135 hours in total for Certificate III level and 210 hours for Certificate IV level. The qualifications can be fast-tracked, depending on current competencies of learner as well as their available time in completing the requirements. Blended Approach: You may prefer a combination of face-to-face sessions supported by support and telephone conferencing. We can structure a program by incorporating all of these options. For learners completing the qualification via traineeship arrangements, we have set a minimum of 18 hours of face-to-face group training sessions for Certificate III and a minimum of 30 hours of face-to-face group training sessions for Certificate IV. In this way learners can learn from each other while being guided by the experienced facilitator. Contact us today for more details and assistance with qualifying staff

3 COURSE STRUCTURE (Packaging Rules) To achieve a Certificate III in Retail, 6 core units must be completed, along with 8 elective units. A minimum of 5 electives must be selected for the elective list below. A maximum of 3 units can be selected from Certificate IV in Retail Management offered by Target Training. CORE UNITS SIRXWHS302 SIRXSLS303 SIRXIND101 SIRXCOM101 SIRXSLS201 SIRXWHS101 Maintain store safety Build relationships with customers Work effectively in a customer service environment Communicate in the workplace to support team and customer outcomes Sell products and Apply safe working practices TARGET TRAINING Australia Wide P E. info@targettraining.com.au W. ELECTIVE UNITS Group A SIRXADM002A Coordinate a retail office SIRXCCS304 Coordinate interaction with customers SIRXFIN201 Balance and secure point-of-sale terminal SIRXFIN003A Produce financial reports SIRRFSA302 Monitor a food safety program SIRXCCS202 Interact with customers SIRXICT303 Operate retail information technology systems SIRXICT001A Operate retail technology SIRXINV002A Maintain and order stock SIRXMGT001A Coordinate work teams SIRXMGT002A Maintain employee relations SIRXMER302 Coordinate merchandise presentation SIRXMER202 Plan, create and maintain displays SIRXMPR001A Profile a retail market SIRXMER304 Present products SIRXCLM101 Organise and maintain work areas SIRXCCS201 Apply point of sale handling procedures SIRXSLS304 Coordinate sales performance SIRRRPK006A Recommend liquor products SIRRRPK007A Recommend and fit clothing or footwear products and SIRRRPK008A Recommend jewellery products and SIRRRPK009A Recommend toddler and baby products SIRRRPK010A Recommend home and home improvement products and SIRRRPK011A Recommend books or newsagency SIRRRPK012A Recommend business and leisure products and SIRRRPK013A Hire and sell video and DVD products and SIRRRPK214 Recommend specialised products and SIRXRPK001A Recommend health and nutritional products and SIRXRPK002A Recommend hair, beauty and cosmetic products and

4 Core Units: Learning Outcomes: SIRXWHS302 Maintain Store Safety 1. Involve team members about WHS matters 2. Inform team members in WHS matters 3. Monitor and maintain a safe working environment 4. Identify need for WHS training 5. Maintain WHS records SIRXSLS303 Build Relationships with Customers 1. Develop relationships with customers 2. Apply expert knowledge 3. Provide post sales support 4. Plan sales presentations 5. Implement sales presentation 6. Maintain and use a customer database 7. Deal with difficult customers SIRXIND101 Work effectively in a customer service 1. Work within organisational requirements 2. Support the work team 3. Maintain personal presentation 4. Develop effective work habits SIRXCOM101 Communicate in the workplace to support team and customer outcomes 8. Communicate face-to-face with customers 9. Use technology to communicate with others 10. Communicate with customers and colleagues from diverse backgrounds 11. Work in a team 12. Read and interpret retail documents SIRXSLS201 Sell products and 1. Develop and apply product knowledge 2. Approach customer 3. Gather and respond to information 4. Sell benefits 5. Overcome objections 6. Close sale 7. Maximise sales opportunities SIRXWHS101 Apply safe work practices 1. Apply basic safety procedures 2. Apply basic emergency procedures Contact us today for more details and assistance with qualifying staff

5 Elective Units: SIRXINV002A Maintain and Order Stock 1. Monitor receipt and dispatch of goods 2. Maintain Stock records 3. Co-ordinate stock take/cyclical count 4. Identify stock losses 5. Process order 6. Follow up order SIRXMGT002A Maintain Employee Relations 1. Identify awards and agreements 2. Identify and minimise potential industrial problems 3. Implement dispute settlement procedures SIRXMPR001A Profile a retail market 1. Review the image of the store 2. Research market demands for the store 3. Profile the store s customers 4. Implement methods to attract customers to the store SIRXFIN201 Balance and secure point of sale terminal 1. Balance and secure takings from register or terminal 2. Reconcile takings SIRXADM002A Coordinate Retail Office 1. Maintain office procedures. 2. Process data in response to information requests. 3. Compose reports and correspondence. 4. Maintain existing recording and filing systems. 5. Maintain computer storage media. 6. Maintain computer filing system. TARGET TRAINING Australia Wide P E. info@targettraining.com.au W. SIRXCCS202 Interact with customers 1. Deliver service to customers 2. Respond to customer complaints 3. Receive and process sales orders 4. Identify special customer requirements SIRXFIN003A Produce Financial Reports 1. Enter payment summaries into journals. 2. Reconcile accounts to balance. 3. Prepare bank reconciliations. 4. Receive and document payments and takings. 5. Dispatch statements to debtors and follow up outstanding accounts. 6. Dispatch payments to creditors. 7. Generate financial documents.

6 SIRXCCS304 Coordinate Interaction with Customers 1. Implement customer service standards. 2. Implement store policy regarding customer complaints. 3. Communicate with management. 4. Lead customer service team. SIRRFSA302 Monitor Food Safety Program 1. Monitor implementation of food safety program. 2. Respond to occurrences of non-compliance with food safety requirements 3. Contribute to continuous improvement of food safety program SIRXICT001A Operate retail technology 1. Maintain retail equipment 2. Apply keyboard skills 3. Operate data entry equipment SIRXMER202 Plan, create and maintain displays 1. Identify requirements for display 2. Develop display areas 3. Plan and build displays 4. Maintain displays SIRXICT303 Operate retail information technology systems 1. Use store information technology system 2. Edit and update information 3. Solve information technology system problems SIRRRPK011A Recommend Books and Newsagency Services 1. Research books and newsagency products 2. Recommend books and newsagency products 3. Advise on and arrange reader and newsagency 4. Process returns to publishers SIRXRPK001A Recommend health and nutritional products 1. Research and develop product knowledge. 2. Identify health and nutritional products. 3. Recommend health and nutritional products. 4. Advise on health and nutritional products. SIRXRPK002A Recommend hair, beauty and cosmetic products and 1. Research store product range. 2. Identify hair, beauty and cosmetic products 3. Recommend hair, beauty and cosmetic products and Contact us today for more details and assistance with qualifying staff

7 SIRRRPK214 Recommend specialised products and 1. Demonstrate knowledge of product range 2. Advise on products and to meet customer requirements. 3. Advise on product warranties 4. Quote on price payment options 5. Advise on and arrange product service and repair SIRRRPK006A Recommend liquor products 1. Research store liquor range 2. Recommend liquor products 3. Adhere to liquor licensing requirements SIRRRPK007A Recommend and fit clothing or footwear products and 1. Research store merchandise range 2. Recommend clothing or footwear products 3. Measure and fit clothes or footwear 4. Advise on and arrange additional SIRRRPK008A Recommend jewellery products and 1. Research store product range 2. Recommend specialised jewellery products 3. Advise on jewellery product warranties 4. Protect stock 5. Advise on and arrange and repairs SIRRRPK009A Recommend toddler and baby products 1. Research store product range 2. Recommend baby and toddler products 3. Advise on manufacturer warranties 4. Advise on product service and repairs TARGET TRAINING Australia Wide P E. W. SIRXMGT001A Coordinate Work Teams 1. Monitor and organise staffing levels 2. Inform team members 3. Coach on-the-job 4. Motivate the team 5. Maintain staffing records

8 SIRRRPK010A Recommend home and home improvement products and 1. Research store product range 2. Recommend home and home improvement products 3. Advise on product warranties 4. Estimate quantities and order product 5. Negotiate price and payment options 6. Advise on and arrange product service and repair SIRRRPK012A Recommend business and leisure products and 1. Research store business or leisure product range 2. Recommend business and leisure products 3. Advise on product warranties 4. Negotiate price and payment options 5. Advise on and arrange product warranty claims, service and repairs SIRRRPK013A Hire and sell video and DVD products and 1. Research store product range 2. Recommend DVD and video products and accessories 3. Advise on membership 4. Apply store video hire and return procedures SIRXMER302 Co-ordinate Merchandise Presentation 1. Instruct and coordinate staff 2. Supervise construction and maintenance of presentations. 3. Implement merchandise pricing. 4. Review merchandise presentations. SIRXSLS304 Coordinate Sales Performance 1. Implement sales policies and procedures. 2. Provide feedback and coaching to improve implementation of sales policies and procedures 3. Monitor achievement of sales targets. SIRXMER304 Present Products 1. Maintain and use a display tool kit 2. Produce simple displays 3. Produce and suspend simple styrene display cards 4. Produce a rang od pruduct presentations SIRXRSK201 Minimise Loss 1. Apply routine store security 2. Minimise theft 3. Use stock efficiently Contact us today for more details and assistance with qualifying staff