Simulated workplaceCAQA Marketplace Retail Group is a fictional business created by CAQA for training and assessment. It is not a real company and no person, client or record here is real.About this simulation
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Simulated workplace
Scenario · Fashion Store

Serve, sell and process sales on the spring launch Saturday

You are a sales team member in the fashion store.

Entry2 to 3 hours8 tasks
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The situation

What has happened

It is the first Saturday of the spring range and the fashion store is busy from opening. Kai Tanaka has rostered you on the floor and the point of sale from 10 am. Customers are asking for the linen shirt in sizes the floor has run out of, a customer wants to return shoes bought on sale, and a family with three children needs help in the fitting rooms. The store has a mystery shopper program that scores greeting time, product knowledge and closing. Last week a team member wrongly told a customer that sale items cannot be refunded, so Kai is watching how returns are handled.

Your brief. Serve customers to the group's service standard, use product knowledge and the stock register to find sizes and alternatives, close sales, process transactions correctly on the point of sale and handle a return by the refunds procedure, recording anything you cannot resolve.
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Tasks

Deliverables

  • Float sheet and end-of-shift reconciliation
  • Two completed point-of-sale transactions with receipts
  • Refund record for the faulty shoes with the reason and authorisation
  • Customer complaint form and feedback register entry

Documents to use

Systems to use

Stock and Inventory Register

Tracks products, stock on hand, reorder points, suppliers and counts across supermarket, fashion, pharmacy and online ranges.

Customer Feedback and Complaints Register

Records every complaint, compliment and suggestion received in store, online or on social media and tracks it to resolution.

For trainers and assessors

Units of competency

Current on training.gov.au for the Retail Services Training Package as at 10 September 2026.

SIRXCEG001Engage the customer
SIRXSLS001Sell to the retail customer
SIRXSLS002Follow point-of-sale procedures
SIRXIND001Work effectively in a service environment
SIRXWHS001Work safely

Qualifications

SIR20216Certificate II in Retail Services
SIR30216Certificate III in Retail
Assessor notes

What to look for

Evidence guide

Observe the greeting within thirty seconds, open questions, use of the stock register for sizes and a genuine close. At the terminal check every item is scanned, the promotion is applied through the system and change is counted back. The shoe return must be treated as a consumer guarantee claim, never refused because the item was on sale. The reconciliation must be complete and any variance recorded.

The student's evidence summary lists every record they created or changed in the systems named above, their notes and the tasks they ticked. Verify it against the deliverables and your own assessment tool.