Qualification details

SIR20212 - Certificate II in Retail Services (Release 2)


Usage recommendation:
Supersedes and is equivalent to SIR20207 - Certificate II in Retail 12/Jun/2012
Is superseded by SIR20216 - Certificate II in Retail Services• Not Equivalent • Number of units for completion reduced from 14 to 12 units; core reduced by 1 unit; electives reduced by 1 unit. • Packaging rules simplified. 30/Mar/2016

Release Status:
ReleaseRelease date
2 (this release) 14/Aug/2012
(View details for release 1) 13/Jun/2012

Units of competency

CodeSort Table listing Units of Competency by the Code columnTitleSort Table listing Units of Competency by the Title columnEssentialSort Table listing Units of Competency by the Essential column
SIRXADM002A - Coordinate retail officeCoordinate retail officeElective
SIRRRPK004A - Advise on bakery productsAdvise on bakery productsElective
SIRXFIN201 - Balance and secure point-of-sale terminalBalance and secure point-of-sale terminalElective
SIRRPOS001A - Process postal outlet transactionsProcess postal outlet transactionsElective
SIRXRPK002A - Recommend hair, beauty and cosmetic products and servicesRecommend hair, beauty and cosmetic products and servicesElective
SIRXICT002A - Use computers as part of business and e-commerce processesUse computers as part of business and e-commerce processesElective
SIRXCLM101 - Organise and maintain work areasOrganise and maintain work areasCore
SFIDIST202C - Retail fresh, frozen and live seafoodRetail fresh, frozen and live seafoodElective
SIRXADM001A - Apply retail office proceduresApply retail office proceduresElective
SIRXWHS101 - Apply safe work practicesApply safe work practicesCore
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SchemeCodeClassification value
ANZSCO Identifier 621111 Sales Assistant (General) 
ASCO (occupation type) Identifier 8211-79 Sales Assistants Nec 
ASCED Qualification/Course Field of Education Identifier 0805 Sales And Marketing 
Qualification/Course Level of Education Identifier 521 Certificate II 
Taxonomy - Industry Sector N/A Timber Merchandising,Retail Services,Customer Service 
Taxonomy - Occupation N/A Customer Service Representative,Sales Assistant,Retail Assistant 

Classification history

SchemeCodeClassification valueStart dateEnd date
ANZSCO Identifier 621111 Sales Assistant (General) 02/Oct/2012 
ASCO (occupation type) Identifier 8211-79 Sales Assistants Nec 02/Oct/2012 
ASCED Qualification/Course Field of Education Identifier 0805 Sales And Marketing 02/Oct/2012 
Qualification/Course Level of Education Identifier 521 Certificate II 13/Jun/2012 
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Modification History

The version details of this endorsed qualification are in the table below. The latest information is at the top.



First Release

SIR20212 replaces, and is equivalent to SIR20207 as the intent of the qualification remains unchanged.

The total number of units required complete this qualification remains at 14 units.

The number of core units has decreased from 9 to 8 units.

The number of elective units has increased from 5 to 6 units.


This qualification provides the skills and knowledge for an individual to be competent in a range of activities and functions requiring basic retail operational knowledge and limited practical skills in a defined context. Work would be undertaken in various retail store settings, such as specialty stores, supermarkets, department stores and retail outlets. Individuals may work with some autonomy or in a team but usually under close supervision.

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

Pathways Information

This qualification is suitable for an Australian Apprenticeship pathway and is also appropriate for VET in Schools (VETiS) delivery.

Pathways into the qualification 

Individuals may undertake the qualification with little or no experience in the industry.

Pathways from the qualification 

After achieving SIR20212 Certificate II in Retail Services, individuals may undertake:

  • SIR30212 Certificate III in Retail Operations
  • SIR30312 Certificate III in Retail Supervision
  • SIR30412 Certificate III in Business-to-Business Sales.

Licensing/Regulatory Information

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

Entry Requirements

Not applicable.

Employability Skills 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.

Employability skill 

Industry/enterprise requirements for this qualification include: 


  • 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 carry out verbal instructions from other team members and supervisors
  • read and interpret workplace documents, complete written workplace forms and share work-related information with other team members


  • work collaboratively with other team members, supporting the team, respecting and understanding others’ views, and giving and receiving feedback in the context of a retail customer service environment where employees are expected to perform their individual tasks but also look for opportunities to assist others


  • demonstrate sensitivity to customer needs and concerns
  • anticipate problems and act to avoid them where possible
  • solve problems in the context of a team structure where, after clarification, customer service issues or recognition of risk may be referred to another team member or a supervisor for resolution depending on store policy and procedures

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
  • positively accept and adapt to changes in procedures or arrangements at the store level
  • take positive action to report hazards or risk situations to supervisors

Planning and organising

  • understand how a personal job role fits into the context of the wider business values and directions
  • plan daily work tasks and priorities in the context of the job role to achieve outcomes within set timelines
  • plan tasks to work safely and manage risk according to store procedures


  • understand and follow store policies regarding work availability, rosters and work duties
  • work within the store culture by practising inclusive behaviour
  • manage personal presentation, hygiene and time
  • prioritise and complete delegated tasks under instruction


  • identify personal strengths and weaknesses in the context of the job role and recognise how to personally learn best
  • accept opportunities to learn new ways of doing things and implement changes under instruction in the context of store procedures


  • 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 store occupational health and safety procedures

Packaging Rules

14 units must be completed:

  • 8 core units
  • 6 elective units:
  • a minimum of 3 units must be selected from the elective unit list below
  • a maximum of 3 units may be selected from any relevant Training Package or accredited course first packaged at AQF level 1, 2 or 3.

The choice of elective units must be guided by the core function or role of the current or intended work environment, local industry requirements, and the characteristics of the AQF level of this qualification.

Units chosen from other Training Packages must not duplicate units selected from or available in SIR07 V3 Retail Services Training Package.

Core units 


Apply point-of-sale handling procedures


Interact with customers


Organise and maintain work areas


Communicate in the workplace to support team and customer outcomes


Operate retail technology


Work effectively in a customer service environment


Minimise loss


Apply safe work practices

Elective units 



Apply retail office procedures


Coordinate retail office

Client and Customer Service 


Promote loyalty programs

Computer Operations and ICT Management 


Use computers as part of business and e-commerce processes



Balance and secure point-of-sale terminal


Perform retail finance duties

Food Safety 


Apply retail food safety practices



Perform stock control procedures


Maintain and order stock

Marketing and Public Relations 


Provide marketing and promotion program


Conduct telemarketing



Retail fresh, frozen and live seafood


Merchandise food products*


Pack and display meat products*


Prepare and display bakery products*


Merchandise products


Plan, create and maintain displays

Product Knowledge 


Advise on meat products*


Advise on bakery products*


Advise on seafood products*


Recommend specialised products and services


Recommend health and nutritional products and services


Recommend hair, beauty and cosmetic products and services

Retail Food 


Provide responsible service of alcohol

Retail Post 


Process postal outlet transactions


Handle mail received in a retail environment


Deliver mail in a retail environment



Sell products and services


Advise on products and services

Working in Industry 


Plan a career in the retail industry

* This unit has a prerequisite unit SIRRFSA001A Apply retail food safety practices.