National Certificate in Retail (Customer Service and Sales Support) – Level 3
Programme Introduction
The National Certificate in Retail (Customer Service and Sales Support) (Level 3) is a practical, industry-focused qualification designed for individuals currently working in or seeking entry into Fiji’s dynamic retail sector. Delivered over six months through Pacific Technical Institute, this programme equips learners with essential competencies in customer service, sales techniques, product knowledge, health and safety compliance, and basic retail financial operations. Aligned with the Fiji Qualifications Framework and developed in consultation with local employers, the certificate prepares graduates to contribute effectively to retail environments from supermarkets and department stores to specialty shops and distribution centers while building a strong foundation for career progression or further study.
Course Summary
This skills-based certificate integrates nine core units covering target market analysis, buyer behavior, product application, security systems operation, cash handling, health and safety practices, standard operating procedures, business performance metrics, complaint resolution, and collaborative service delivery. Through hands-on learning and workplace-relevant scenarios, students develop the analytical, communication, and operational skills needed to excel in entry-level retail roles. Emphasis is placed on applying marketing strategies to influence customer behavior, maintaining safe and secure service environments, and upholding professional conduct ensuring graduates are work-ready, customer-focused, and capable of supporting organizational performance across Fiji’s growing retail industry.
Further Studies Pathway
- National Certificate in Retail (Advanced) – Level 4
- Diploma in Business or Diploma in Office Management
- Bachelor of Business / Commerce
- Specialized Certificate [visual merchandising, digital retail tools, or inventory
management]
Unit Costing – National Certificate in Retail [Customer Support & Sales Service – Level 3
| Unit Code | Unit Descriptor | Unit Credit Point | Cost/Unit |
| RT00093 | Apply knowledge of target markets, buyer behavior and marketing mix to sales situations | 9 | $420.00 |
| RT00103 | Apply product information to selling goods in a retail environment | 9 | $420.00 |
| RT00113 | Describe, operate, and maintain security systems and equipment in a retail or distribution environment | 5 | $275.00 |
| RT00123 | Prepare cash for banking in a retail environment | 5 | $275.00 |
| CG00673 | Apply health, safety and security practices to service delivery operations | 5 | $275.00 |
| CG00683 | Apply standard operating procedures and the code of conduct to a work role in a service delivery organization | 5 | $275.00 |
| RT00133 | Apply knowledge of business performance measures to sales situations | 3 | $185.00 |
| RT00143 | Respond to customer complaints in a retail or distribution environment during customer interactions | 4 | $200.00 |
| CG00693 | Interact with other staff, managers and customers to provide service delivery outcomes | 5 | $275.00 |
Features
- Apply Health, Safety & Security Practices in Retail Operations: Implement health, safety, and security protocols including the operation and maintenance of security systems to protect customers, co-workers, and self while ensuring compliant service delivery.
- Utilize Product Knowledge & Marketing Strategies to Drive Sales: Apply understanding of target markets, buyer behavior, and the marketing mix alongside detailed product information to enhance selling effectiveness and support business performance goals.
- Deliver Responsive Customer Service & Complaint Resolution: Employ effective communication and problem-solving techniques to interact professionally with customers and staff, resolve complaints constructively, and achieve positive service outcomes.
- Execute Retail Financial & Administrative Procedures: Accurately prepare cash for banking, follow standard operating procedures, and adhere to codes of conduct to support efficient and ethical retail operations.
- Demonstrate Professional Conduct & Team Collaboration: Work collaboratively with managers, colleagues, and customers while applying analytical skills, business awareness, and culturally appropriate behavior to contribute to organizational success.
Target audiences
- Sales Associate / Retail Assistant
- Customer Service Representative
- Retail Supervisor (Junior)
- Sales Support Specialist
- Customer Experience Assistant
- Cashier / Front-End Officer
Instructor
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