Certificate III in Retail Operations


  • Improve your job prospects & apply for supervisory roles for with this Certificate III in Retail Operations (SIR30212)
  • Practical and written assessments - no formal exams
  • Study online when it suits you

Have a question about this course?

At a glance

Study mode



OTEN – Open Training & Education Network (RTO 90004)
Career Opportunities
  • Team Leader
  • Checkout Supervisor
  • Senior Sales Assistant
  • Sales Assistant
  • Customer Service Assistant

Nationally recognised - meets Australian Qualifications Framework standards.


Previous experience or current employment in retail



Course length
Self-paced (e.g. 14 hrs a week = finish in 6 months, 7 hrs a week = finish in 1 year). Complete within 1 year.
Study mode



Study from anywhere, when it suits you best and graduate with the identical qualification as an on-campus student.


Study part of the course online. Combine your online learning with classes or practical sessions on-campus at a college or university.


Attend classes on-campus at a university, TAFE or college and interact face-to-face with teachers and fellow students.

Assignments & practical assessments
Start date

Enrol anytime.

OTEN – Open Training & Education Network (RTO 90004)

TAFE NSW - OTEN - Open Training and Education Network (RTO 90004) is the largest online TAFE provider in Australia.

You can study OTEN’s accredited online TAFE courses at your own pace, and start anytime.

OTEN’s flexible courses are developed in consultation with relevant industry groups – to ensure you build the skills that are valued by employers.

TAFE NSW - Open Training & Education Network (RTO 90004) trading as Open Training & Education Network


The course price can vary depending on a few factors, including whether you are an Australian resident or your chosen payment option. To find out more, contact the course provider.


You will need to provide evidence of previous retail experience or current employment in retail, such as:

  • Job descriptions and references from current or past employers, OR
  • An entry interview to determine your level of retail experience

What you'll learn

You'll learn how to:

  • Operate point of sale equipment
  • Organise, maintain and clean work areas
  • Communicate with retail customers
  • Process sales and assist customers with special needs
  • Handle customer complaints
  • Display, merchandise, label and store stock
  • Maximise sales opportunities and close sales

Course structure

14 units

Core units

  1. SIRXWHS101 - Apply safe work practices

    This unit develops the skills and knowledge to apply safe working practices according to Work Health and Safety legislation and store policies. It includes identifying and reporting hazards and faults and procedures for emergency situations, evacuations, accidents and illness.

  2. SIRXSLS303 - Build relationships with customers

    This unit covers the skills and knowledge to develop and maintain product knowledge that enables you to provide expert advice to customers, including post-sales support. Specifically you will learn how to develop relationships with customers and maintain and use a customer database, plan and present a sales presentation that includes expert product knowledge, deal with difficult customers and provide post-sales support.

  3. SIRXCOM101 - Communicate in the workplace to support team & customer outcomes

    In this unit you will learn how to communicate with retail customers in a face to face environment and using technologies. You will also develop skills to work in a team and read and interpret retail documents.

  4. SIRXWHS302 - Maintain store safety

    In this unit you will learn how to inform and involve your work team in WHS matters, identify needs for WHS training and maintain WHS records. You will also develop skills and knowledge to monitor and maintain a safe working retail environment.

  5. SIRXSLS201 - Sell products & services

    In this unit you will learn retail selling techniques including approaching the customer, identifying customer needs, selling benefits, overcoming objections, closing the sale and maximising sales opportunities.

  6. SIRXIND101 - Work effectively in a customer service environment

    This unit is about working within a retail environment. You will learn how to follow organisational requirements as you work individually and within a work team. This unit also covers personal presentation and developing effective work habits.

Elective units

  1. SIRXSLS002A - Advise on products & services

    In this unit you will develop and maintain specialist or general product knowledge to enable you to offer advice to customers in a retail environment.

  2. SIRXCCS201 - Apply point-of-sale handling procedures

    In this unit you learn how to operate point-of-sale equipment, and apply store policies to the processing of sales transactions and packaging goods for transportation. You will also develop skills to provide efficient and friendly customer service at point-of-sale.

  3. SIRXFIN201 - Balance & secure point-of-sale terminal

    This unit develops the skills and knowledge to balance and reconcile a point-of-sale terminal or register. Skills you will learn include cleaning the register, counting cash and non-cash documents, reconciling and recordings takings.

  4. SIRXCCS202 - Interact with customers

    This unit is about providing quality customer service through effective communication, receipt and processing of sales orders, assisting customers with special needs and handling of customer complaints.

  5. SIRXMER201 - Merchandise products

    This unit is about merchandising products within a retail store. It involves displaying, merchandising, ticketing, labelling, pricing and storing stock in line with store procedures. It also covers of correct manual handling, and storage and display techniques.

  6. SIRXICT001A - Operate retail technology

    In this unit you will learn to operate a variety of retail equipment. It covers identifying the correct equipment to use for a task and maintaining equipment found in a retail store. You will also develop keyboarding and data entry skills.

  7. SIRXCLM101 - Organise & maintain work areas

    This unit is about organising, maintaining and cleaning work areas, using equipment and chemicals safely and handling potential hazards in the workplace.

  8. SIRXINV001A - Perform stock control procedures

    This unit covers handling stock in a retail store. It involves receiving and processing incoming stock, rotating stock and dispatching stock.

Support and delivery

Studying online explained

When you study online with OTEN, you can:

  • Study from anywhere, when it suits you best.
  • Graduate with the identical qualification as an on-campus student.
  • Get comprehensive support from teachers via phone and email.
  • Access course materials online.
  • Interact with teachers and fellow students via platforms like virtual classrooms, forums and video calls.

OTEN's online courses can also be referred to as distance education. Some hard-copy course materials and assessments may be accessed or submitted via post.

Have a question about this course?

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