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Table of Contents

Preface Assessment information for trainers and assessors Acknowledgements About the authors e-student/e-instructor Part 1: Customer Contact Chapter 1 - SIRXSLS303 Build relationships with customers Chapter 2 - SIRXCOM101 Communicate in the workplace to support team and customer outcomes Chapter 3 - SIRXIND101 Work effectively in a customer service environment Part 2: Merchandising and Marketing Chapter 4 - SIRXMPR001 A Profile a retail market Chapter 5 - SIRXMER201 Merchandise Products Chapter 6 - SIRXMER202 Plan, create and maintain displays Chapter 7 - SIRXSLS201 Sell products and services Part 3 Retail Operations Chapter 8 - SIRXWHS101 Apply safe work practices & SIRXWHS Maintain store safety Chapter 9 - SIRXFIN201 Balance and secure point-of-sale terminal Chapter 10 - SIRXINV002A Maintain and order stock Chapter 11 - SIRXRSK201 Minimise loss Part 4 Personal Development Chapter 12 - SIRXMGT001A Coordinate work teams Chapter 13 - SIRXQUA001A Develop innovative ideas at work

About the Author

Lee Perlitz has more than 35 years' experience in the sales, marketing and training fields. In her corporate career she has been part of the national senior management team of British Airways and held senior sales positions with the Telstra Corporation and the ANA Hotel Group. Seventeen years ago, Lee turned her hand to corporate and vocational training and has worked as a trainer and RTO manager. In 2006, she founded the Coomera Training College, the RTO arm of Coomera Anglican College. With this experience, Lee is well aware of the issues facing trainers and RTO administrators. For some years now, Lee has owned and operated an RTO consultancy; she offers assistance and compliance services to RTOs Australia-wide. Lee is a regular and award-winning author with Pearson as well as McGraw-Hill Education. She has written ten educational textbooks covering business, tourism, retail and TAE studies. Dan's diverse career has taken him from service in the Royal Australian Air Force to consumer product sales and on to national sales and general management positions in global organisations. He now runs SpecTraining Pty Ltd, a registered training organisation (RTO) with his brother, Terry, in South-East Queensland. Dan is an instructional designer, facilitator and training manager at SpecTraining, and is also co-founder of the Australian Institute of Business Leadership in Melbourne and Brisbane. His dedication to lifelong learning has earned him a Graduate Certificate in Business, Diploma in Vocational Education and Training, Master of Business Administration and PhD in the field of team management. Matthew Coxhill has broad management experience, having worked in the business and training environment for over 18 years. His roles have included sales and marketing, project management and general management positions and he is currently a director of Fishtail Education, a company which specialises in providing management, sales and business sustainability resources and training for a range of industries.

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