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SIR20212 - Certificate II in Retail Services

Certificate II in Retail Services

Smart and Skilled

This course is on the NSW skills list. Students in NSW may be eligible for a Government subsidised price.

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Work Placement

This course has work placement. Check the requirements and FAQs for more information.

Course description

This course is for students who are seeking employment in a retail sales or customer service environment. This course provides skills & knowledge in a range of basic retail operational activities and functions.

You will apply retail operational tasks and provide initial customer service. This involves providing preliminary advice to customers and functioning under supervision, as part of a retail team, recognising the limitations of your job role and referring customers to more senior staff when appropriate.

Units of study

Core Units

Unit Code Unit Name
SIRXCLM101 Organise and maintain work areas
SIRXWHS101 Apply safe work practices
SIRXCCS202 Interact with customers
SIRXCOM101 Communicate in the workplace to support team and customer outcomes
SIRXIND101 Work effectively in a customer service environment
SIRXCCS201 Apply point-of-sale handling procedures
SIRXRSK201 Minimise loss
SIRXICT001A Operate retail technology

Elective Units

Unit Code Unit Name
SIRXSLS201 Sell products and services
SIRXINV001A Perform stock control procedures
SIRXMER201 Merchandise products
SIRXSLS002A Advise on products and services
SIRRRPK214 Recommend specialised products and services
BSBSUS201A Participate in environmentally sustainable workb practices
Work Placement

You will need to complete a minimum of 1 day per week of paid or volunteer work in a retail outlet in order to complete the practical aspects of the course. We recommend you confirm this work placement before enrolling. Assessment events for this course may require verification that you can perform tasks to the required standard by your workplace supervisor.

Complete details of the requirements of the workplace are available in the Work Placement Guide. You will also need to video certain practical tasks so will need access to a digital video recording device and/or a digital camera and associated software to save and upload video and image files. Many mobile phones and smart phones include this technology.

Frequently Asked Questions
All Items
Generic FAQs
SIR20212 specific FAQs
Before gaining entry to a course, why do I need a Unique Student Identifier (USI)? How do I obtain one?
All students are required to have a USI, before their enrolment is confirmed. If you have not created your USI and are intending to study, you should create your free USI now. Get more information by visiting You will need to have proof of your identity to complete the process. Once you have a USI you will have a secure online record of your nationally recognised training which you can access anytime and anywhere. If you have any questions, or need assistance creating your USI, please contact TAFEnow by phone or chat.
What qualifications or experience are recommended to meet the course’s entry requirements?
You will need Year 10 or equivalent, OR relevant qualifications. Ideally, you should have a job or some work experience as a retail assistant already lined up and are ready to start. If not, we suggest you find work experience before starting the course. Applicants must also be able to demonstrate competency in basic maths skills as well as written and spoken English.
At a minimum, what computer skills and software do I require for my course?

You don't have to be a computer whiz to succeed in online learning, but you should be comfortable typing, using the internet and email, chatting to your teachers or others online, reading course content online, using common software and performing other basic tasks.

Minimum specifications for your computer are:

  • Microsoft Windows XP, or later, or Mac OS X or above
  • Microsoft Office or equivalent
  • Adobe Acrobat Reader
  • Adobe Flash Player
  • Up-to-date internet browser

You may also need access to:

  • A printer/scanner to print and scan documents for uploading.
  • A smart phone/digital video to video practical tasks for some courses
How much time should I study this course for each week (on average) to complete in the required time?
This course will take around 12 hours a week to complete over 12 months, based on 48 weeks of participation. This includes work both at home and in the retail environment supervised by a workplace supervisor. If you already have industry experience and knowledge you may find you will complete more rapidly.
How will I contact TAFEnow if I’m having a problem? How long will it take to get a response?
If you are having trouble accessing your course resources or navigating the TAFEnow website after enrolling, you should contact one of our Customer Help Officers on 1300 823 366. They are available Monday to Thursday 8am to 8pm and 8am to 5pm on Fridays.
If your query is specific to a unit you are studying and requires a subject matter expert, you should contact your unit facilitator. Their contact details are located on every unit. You should make contact via email. If you require over the phone support and appointment can be requested.
What if I need a full-time course?
Completion of this course in 6 months is considered full-time participation. On enrolment, please let our Customer Help team know that you need to study full-time. They will adjust the time frame of your enrolment to reflect a full-time study load and can then provide you with a Confirmation of Enrolment form for Centrelink.
Is there tutor support available after hours?
TAFEnow has teamed up with the national service YourTutor to offer students live online help with things like essay and report writing, study skills and referencing. You can make contact with a tutor from 3pm to 11pm Sunday to Friday, via your Moodle course page or drop off a writing file and receive feedback in less than 24 hours. Watch this short, informative video for more information.
This service is additional to the specific subject help that your unit facilitator can provide.
What will this course qualify me to do and what type of jobs will I be able to get? What is the future outlook like for jobs in this field?
You will be able to go for jobs as a Retail Assistant, advising customers and providing products and services. If you are already in that field, you will be able to take on extra levels of responsibility in the retail field. Future job prospects for these roles are outlined here in the Australian Government’s Job Outlook.
How will I access extra course resources or talk to a librarian?
If you want make contact with a TAFEnow librarian to access further course resources, go to Then type in your reference query. A librarian on chat will show you how to search the library catalogue and how to use our specialised subject guides to find extra information for assessments.
On completion of this course, what is the pathway to further study?
If you are interested in working in a Pharmacy you can get credits for the units you have already studied in Certificate II in Retail Services. You need to complete only 7 more units to complete the Certificate II in Community Pharmacy (SIR20112). To gain higher level qualifications, you can progress on to a variety of specialist business courses, including leadership and management, business administration and human resource management at both Certificate IV and Diploma level. This will give you the sort of qualifications you need to manage a retail store or group of stores.
How will I send in my assessment tasks?
Once you enrol you will work from the learning platform of our website. Your course information will tell you what assessment events you are required to and provide instructions on how to upload them so your assessor gets them. If you are asked to send video or audio evidence for an assessment you can upload it to YouTube, Vimeo or DropBox and just upload the URL to the course website so we know where to look.
Is this course available through TAFEnow as a traineeship in NSW and other states? How do I go about securing a traineeship?
Yes, you can combine work and study as a trainee. There are several ways to gain a traineeship:
  • Approach employers you would like to work for directly and let them know of your availability for a traineeship. You can telephone, email or visit them.
  • You should also approach large employer or group training organisations that you know offer traineeships (or example large energy companies a government transport company like rail or bus).
  • Look for job vacancies in your local and state newspapers as well as on major job boards.
  • Many people get traineeship offers from employers they are already doing a part-time job for.
What happens if I fail a unit or an assessment event? What is TAFEnow’s re-submission policy?
Your teacher/assessor will provide feedback on your assessment event and will let you know if you have met the requirements. If you have not met the requirements, you will have one extra attempt to resubmit your assessment and get it to the required standard to become competent in this unit. If you do not succeed in your second attempt a fee may be charged for an assessor to mark your third submission.
Is work placement a requirement of this course?
Yes, you will need to commit to work placement for at least one day per week to complete the course’s practical requirements.
Can I transfer to a campus class if I struggle online?
Before considering a change it is best to discuss your options with TAFEnow’s Educational Support Officers who may be able to arrange additional support for your studies. If your course is available at an NC TAFE campus you may be able to transfer. Please contact the customer contact centre.
Will I need to buy any text books or other equipment for this course?
No, all resources are online.
If I do a course with TAFEnow, can I get an extension on my visa?
You must apply for a visa extension directly with the Department of Immigration and Border Protection. TAFEnow can provide you with a Confirmation of Enrolment (COE) once you’ve enrolled in a course as proof of your student status, but is unable to assist with your visa application.
I’m currently living overseas, is it okay for me to do this course?
Yes, you can do this course from overseas, but please be aware that it conforms to Australian retail practice methods and standards.
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At a glance

Superseded Course
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Course Code: SIR20212
Course Duration: 12 months
Recognition: Nationally
Cost: $2,170
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