• Establish contact with customers
• Process information
• Work in a team
• Maintain personal presentation
• Follow routine instructions
• Read and interpret retail documents
• Use numbers in the workplace.

This unit encompasses the skills, knowledge and attitudes required at the point of sale in any retail store. It includes operating the point of sale equipment, applying store policies and procedures to a range of transactions, dealing appropriately with the customer and packing or wrapping the item for transportation.

• Operate point of sale equipment
• Perform point of sale transactions
• Complete sales
• Wrap and pack goods.

This unit encompasses the skills, knowledge and attitudes required to deliver service to customers. It entails being able to communicate effectively with customers, respond to their complaints, receive and process sales orders and identify customers special requirements.

• Deliver service to customers
• Respond to customer complaints
• Receive and process sales orders
• Identify customers special requirements.

This unit encompasses the skills, knowledge and attitudes required to work effectively in a retail environment. It involves acting responsibly and in a non-discriminatory manner, and identifying the relevant award/agreement.

• Act responsibly
• Act in a non-discriminatory manner
• Identify the award/agreement.

• Remove takings from register/terminal
• Reconcile takings.

• Receive and process incoming goods
• Rotate stock
• Participate in stocktake
• Reorder stock
• Dispatch goods.

This unit incorporates the National Occupational Health and Safety Commission (NOHSC) guidelines for occupational health and safety. It encompasses the skills, knowledge and attitudes to maintain a safe work environment for staff, customers and others. It involves observing basic safety and emergency procedures.

• Observe basic safety procedures
• Observe basic emergency procedures.

This unit encompasses the competencies required to minimise theft in a retail environment. It involves applying routine store security, taking appropriate action to minimise theft and maintaining security of cash, registers/terminals and keys.

• Apply routine store security
• Minimise theft.

This unit encompasses the skills, knowledge and attitudes required to maintain and organise work areas in a retail environment. It involves applying personal hygiene practices by staff members and the organisation of the work area to keep the workplace tidy, clean and safe.

• Organise work area
• Clean work area.

A total of 4 elective units must be completed from one of the three Streams.
The following rules apply:

This unit encompasses the skills, knowledge and attitudes required to merchandise products within a retail store. It involves the arrangement and presentation of merchandise, setting up and maintaining displays and labelling or pricing stock.

• Place and arrange merchandise
• Prepare display labels/tickets
• Place, arrange and display price tickets and labels
• Maintain displays
• Protect merchandise.

This unit involves the skills, knowledge and attitudes required to sell products and services in a retail environment. It involves the use of sales techniques and encompasses the key selling skills from approaching the customer to closing the sale. It requires a basic level of product knowledge.

• Apply product knowledge
• Approach customer
• Gather information
• Sell benefits
• Overcome objections
• Close sale
• Maximise sales opportunities.

This unit builds on unit WRRS1B Sell products and services. It requires a greater depth of specialist or general product knowledge and a greater need for experience and skill in offering advice to customers.

• Develop product/service knowledge
• Recommend specialised products/services.

This unit involves the skills and knowledge required for personal hygiene, food handling, cleaning practices and procedures and implementing a Food Safety Plan, according to health and hygiene requirements and store procedures. It is based on and is equivalent to the units FDFCORFS1A Apply Basic Food Safety Practices and FDFCORFS2A Implement the Food Safety Plan from the National Food Processing Industry Training Package, but has been customised with additional outcomes.

• Apply personal hygiene and sanitation
• Identify food safety plan/program
• Handle product hygienically
• Clean work area and equipment
• Monitor food safety
• Contribute to continuous improvement.

This unit involves the skills, knowledge and attitudes required to sell products and services in a retail environment. It involves the use of sales techniques and encompasses the key selling skills from approaching the customer to closing the sale. It requires a basic level of product knowledge.

• Apply product knowledge
• Approach customer
• Gather information
• Sell benefits
• Overcome objections
• Close sale
• Maximise sales opportunities.

This unit involves the preparation, arrangement and presentation of food products, including convenience foods within the store. It includes the setting up and maintenance of displays and labelling or pricing of stock. It also includes the handling, protection and storage of food products for display or sale.

• Prepare food stock
• Place and arrange food stock
• Prepare and display labels and tickets
• Maintain food displays
• Protect food stock.

This unit encompasses the skills and knowledge required to prepare, arrange and present meat products within the store. It includes the setting up and maintenance of displays, labelling and pricing stock. It also includes the packing, handling and storage of meat products.

• Prepare meat products
• Wrap and package meat products
• Lay out products
• Prepare display labels/tickets
• Place, arrange and display price tickets/labels
• Maintain meat displays
• Protect meat products.

This unit involves the skills and knowledge required to prepare, cook, arrange and present fast food items within the store. It includes the setting up and maintenance of displays and labelling or pricing stock. It also includes the handling, protection and storage of fast food products for display or sale.

• Prepare fast food items
• Present food/menu items
• Prepare display labels/tickets
• Place, arrange and display price labels/tickets
• Maintain food displays
• Protect food/menu items.

• Prepare bakery products
• Place and arrange bakery products
• Prepare display labels/ tickets
• Place, arrange and display price tickets/labels
• Maintain bakery product displays
• Protect bakery products.

This unit is based on unit SFIDIST202A Retail Fresh, Frozen and Live Seafood, from the National Seafood Training Package. It involves the preparation, arrangement and presentation of seafood products within the store. It includes assessing freshness of stock, the setting up and maintenance of displays and labeling or pricing stock. It also includes the maintenance and safe handling and storage of seafood products.

• Prepare seafood products
• Set up and maintain seafood product display
• Prepare, place and arrange price tickets/labels
• Maintain seafood product displays
• Protect seafood products
• Pack up and clean display area

• Identify product range and develop product knowledge
• Recommend food products
• Advise on food services

WRRFS2B ADVISE ON MEAT PRODUCTS

This unit encompasses the skills, knowledge and attitudes required to advise on meat products. It involves developing product knowledge regarding meat products and providing advice to customers on products and services.

• Develop product knowledge
• Identify meat products
• Recommend meat products
• Advise on meat services

This unit involves the development of product knowledge and its application to provide advice to customers with regard to fast food products. It may involve the application of product knowledge in defined areas of fast food retailing or a more general category according to store requirements.

• Identify product range and develop product knowledge
• Recommend fast food products
• Advise on fast food services

WRRFS5B ADVISE ON BAKERY PRODUCTS

• Develop product knowledge
• Identify bakery products
• Recommend bakery products
• Advise on bakery services.

• Develop product knowledge
• Identify seafood products
• Recommend seafood products.

This unit encompasses the skills, knowledge and attitudes to apply retail office procedures. It involves processing mail, operating office equipment, filing and retrieving documents, establishing contact with customers and preparing simple correspondence.

• Process incoming and outgoing mail
• Process bulk mail
• Operate office equipment
• File and retrieve documents
• Establish contact with internal and external customers
• Prepare simple correspondence.

This unit encompasses the skills, knowledge and attitudes required to apply retail office keyboard skills. It involves operating a computer to access files, edit information, produce documents and file and store files in accordance with store procedures.

• Open file
• Edit information
• Exit file
• Produce document from written text.

This unit encompasses the skills, knowledge and attitudes required to perform retail finance duties. It involves processing petty cash and non-cash transactions, preparing banking documents, reconciling invoices for payment and preparing invoices for debtors.

• Process petty cash transactions
• Prepare banking documents
• Process non-cash transactions
• Reconcile invoices for payment to creditors
• Prepare invoices for debtors.