Unit of competency Outline

Date retreived
22/07/2026 1:06 AM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Apply retail office procedures

Apply retail office procedures

Unit of competency
National Code
SIRXADM001A
State Code
S6110
TGA Status
Deleted
DTWD Status
Deleted
Current Release Number
2.00
Current Release Date
13/06/2012
View on TGA
State Implementation and Classification
Approved Date
22/10/2013
Field of Education
080901 - Secretarial And Clerical Studies
Original Release Date
22/10/2013
Nominal Hours
15
Description
This unit describes the performance outcomes, skills and knowledge required to apply retail office procedures. It involves processing mail, operating office equipment, filing and retrieving documents, establishing contact with customers and preparing simple correspondence.
Notes
Elements and Performance Criteria
1. Process incoming and outgoing mail.
  • 1.1.Sort and dispatch incoming mail to nominated recipients or locations.
  • 1.2.Collect and check outgoing mail to ensure all items are correctly prepared for dispatch.
  • 1.3.Record mail according to store policy and procedures.
  • 1.4.Dispatch mail within designated time limits.
2. Process bulk mail.
  • 2.1.Collate documents as required.
  • 2.2.Sort and batch envelopes according to Australia Post specifications.
  • 2.3.Lodge batched items for delivery.
3. Operate office equipment.
  • 3.1.Identify appropriate equipment for intended application.
  • 3.2.Operate equipment according to manufacturer instructions.
  • 3.3.Identify and rectify equipment faults or report to relevant personnel.
  • 3.4.Follow opening and shutdown processes according to store procedures.
  • 3.5.Apply maintenance program for equipment to ensure down time is minimised.
4. File and retrieve documents.
  • 4.1.File documents according to store policy.
  • 4.2.Identify and retrieve documents as requested.
  • 4.3.Update and modify existing records.
  • 4.4.Remove, process and store designated inactive files according to store policy.
5. Establish contact with internal and external customers.
  • 5.1.Use telephone system functions according to store policy.
  • 5.2.Obtain and accurately record telephone and fax number or email address.
  • 5.3.Answer incoming calls promptly and according to store policy.
  • 5.4.Establish and clearly convey purpose of contact.
  • 5.5.Transfer or place calls on hold as required.
  • 5.6.Keep customers informed of delays and action being taken.
  • 5.7.Record messages accurately and promptly return calls if required.
6. Prepare simple correspondence.
  • 6.1.Prepare and present correspondence for approval or signature according to set timeframes.
  • 6.2.Write text using clear, concise language.
  • 6.3.Use correct spelling, punctuation and grammar.
  • 6.4.Use standard form letters according to store policy.
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below.
Procedures to sort and dispatch incoming mail may relate to:
internal systems
Australia Post
courier services.
Store policy and procedures in regard to:
store administration
clerical systems
operating and maintaining retail equipment.
Equipment may include:
fax machine
telephone system
photocopier
answering machine or voicemail
public address system
paging system
franking machine
typewriters
computers
calculators
adapted equipment for people with a disability, for example, talking calculators, computer hard and software, and TTY.
Relevant personnel may include:
supervisor
team leader
manager.
Systems used to record or file documents may be:
manual
electronic.
Contact may be established by:
telephone
fax
email
letter
face-to-face contact.
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
applies procedures for the processing of mail, including bulk mail
operates and maintains office equipment according to store policy and procedures
files and retrieves documents according to store policy and procedures
follows procedures for establishing contact with internal and external customers
applies procedures for the preparation of simple correspondence.
Context of and specific resources for assessment
Assessment must ensure access to:
a real or simulated work environment
relevant documentation, such as:
store policy and procedures manuals
manufacturer instructions and operation manuals
a range of retail equipment.
Methods of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
observation of performance in the workplace
a role play
third-party reports from a supervisor
customer feedback
answers to questions about specific skills and knowledge
review of portfolios of evidence and third-party workplace reports of on-the-job performance.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
SIRXICT001A Operate retail technology
SIRXFIN002A Perform retail finance duties.
Replaces
State Code National Code Title Type
N0662 WRRCA2B Apply retail office procedures Unit of competency