Certificate II in Retail Services

This unit describes the performance outcomes, skills and knowledge required to interact and communicate with a diverse range of customers to assist with basic enquiries and contribute to a service culture. It applies to individuals working in frontline customer service roles in a diverse range of industry sectors and business contexts.

This unit describes the performance outcomes, skills and knowledge required to use effective communication techniques with colleagues and customers from diverse backgrounds, and to complete work as part of a team. It applies to individuals working in frontline roles in a diverse range of industry sectors and business contexts.

This unit describes the performance outcomes, skills and knowledge required to work effectively in the retail environment by integrating knowledge of workplace rights and responsibilities, organisational policies and procedures into daily work activities.

This unit describes the performance outcomes, skills and knowledge required to organise and prioritise individual work requirements. It requires the ability to identify tasks for completion, complete tasks according to workplace requirements and respond to changes in personal work requirements.

This unit describes the performance outcomes, skills and knowledge required to develop product and service knowledge and provide information to customers. This unit applies to individuals working in frontline customer service and sales roles in a diverse range of industry and business contexts.