Qualifications (Job Level)

Competency Units (Duration)

Course Objectives

Certificate in Retail Operations  

(Operations Level)

Maintain Professional Image (9 hours)

- Understand store standards on grooming and hygiene
- Techniques in dressing and grooming
- Apply  effective written, verbal and non-verbal communications
- Understand priority for customer service and well being

Sell Products and Services (25 hours)

- Establish customer requirements
- Recommend products and services
- Address customer’s objections
- Maximise additional sales opportunities
- Close sale

Interact with Customers (15 hours)

- Deliver service to customers
- Respond to customer issues/complaints
- Handle exchanges, returns and refunds

Handle Merchandise Display (24 hours)

- Prepare to display merchandise
- Set up display
- Maintain display

Perform Stock Control Operations (16 hours)

- Apply procedures for receipt and processing of incoming goods
- Demonstrate the rotation of stock
- Apply stocktaking procedures
- Re-order stock
- Prepare and dispatch goods

Work Effectively in the Retail Industry (10.5 hours)

- Describe the retail industry
- Explain and describe the roles in the organisation
- Explain personal role in the organisation
- Identify career progression in the retail industry

Handle Retail After-Sales Service (16 hours)

- Establish customer service requirements
- Process customers service request
- Conclude after sales service

Perform Product Demonstrations (24 hours)

- Prepare for product demonstration
- Conduct product demonstration
- Close sales
- Reinstate work area
- Review effectiveness of the product demonstration

Advanced Certificate in Retail Supervision  

(Supervisory Level)

Control and Maintain Stock (24.5 hours)

- Plan and requisite stock
- Process and follow up on orders for stocks
- Monitor receipt and dispatch of goods
- Maintain stock records
- Co-ordinate stock take / cyclical count
- Identify stock losses

Monitor Visual Merchandising Presentation (16.5 hours)

- Interpret organisation’s visual merchandising plans and standards
- Communicate visual merchandising plans and standards to staff
- Monitor compliance of visual merchandising presentations accordingly to organisational requirements
- Provide feedback on merchandising presentations

Supervise Retail Operations (32 hours)

- Supervise Opening of Store
- Supervise Sales Staff to Achieve Sales Goals
- Supervise Payment Handling
- Supervise Closing of Store

Supervise Retail Staff (34.25 hours)

- Roster staff
- Conduct briefings
- Direct work of others
- Supervise staff performance
- Provide training and support to staff
- Resolve employee conflicts

Provide Marketing and Promotion Support (24 hours)

- Confirm store’s marketing and promotional programme
- Implement store’s marketing and promotional programme
- Support store’s marketing and promotional programme

Maintain Workplace Safety & Health policies and procedures (21 hours)

- Interpret Workplace Safety and Health policies, procedures and programmes
- Educate workers on Workplace Safety and Health policies procedures and programmes
- Implement and control Workplace Safety and Health management programmes

Coordinate Interaction with Customers (16 horus)

- Implement the organisation’s customer service policies and procedures
- Implement the customer issues/complaints policies and procedures
- Implement exchange, return and refund policies and procedures

Supervise Housekeeping Standards (7.5 hours)

- Monitor work carried out by staff and/or cleaning contractor
- Liaise with management on matters relating to housekeeping

Maintain Store Security (12.5 hours)

- Implement store security policies and procedures
- Supervise store security
- Maintain staff readiness for emergencies

Diploma in Retail Management 

(Managerial Level)

Retailing and the Economy (22.25 hours)

- Demonstrate knowledge in retailing
- Demonstrate knowledge of economics in the context of retailing
- Apply economic concepts of retailing in Singapore

Manage Merchandising and Store Presentation (32.5 hours)

- Manage store merchandising and display standards
- Plan and manage store advertising and promotions
- Manage store pricing policies
- Manage housekeeping

Manage Finance for Retail Operations (42.75 hours)

- Describe financial planning for retail operations
- Apply break even analysis to manage profitability
- Describe stock and operations productivity management
- Analyse operational, strategic and financial planning documents
- Develop budget proposals
- Negotiate with relevant groups to develop support / seek approval for plans

Manage Marketing Strategies (25.5 hours)

- Forecast trends to identify retail marketing opportunities
- Determine changes needed to improve current marketing performance and take advantage of marketing strategies
- Monitor and improve marketing performance

Lead and Manage Work Teams (37.5 hours)

- Direct and organize work teams
- Lead work teams
- Manage work teams

Manage Service Operations (32.5 hours)

- Plan to meet internal and external customer requirements
- Ensure delivery of quality service
- Monitor and review customer service

Manage Human Resources to Achieve Service Excellence (30.5 hours)

- Undertake human resources planning based on the organisation's customer focussed strategies
- Recruit and select customer-centric staff
- Monitor the impact of staff satisfaction on staff performance
- Develop effective customer service staff
- Implement and manage a customer service award program for employees.

Control Inventory (32 hours)

- Manage receipt, dispatch and storage of merchandise
- Manage inventory control system
- Implement and monitor stocktaking procedures
- Investigate and document stock discrepancies

Develop Store Security Policies And Procedures (16 hours)

- Plan / Co-plan a security system for the retail store
- Develop / Co-develop and implement store security policies and procedures for retail staff
- Promote a safe working environment