WSQ Certificate in Retail Operations

Course Overview

Acquire Essential Skills for Retail Associates in New Retail


No doubt disruptive technologies have brought about necessary transformations for businesses to thrive in this digital age, the human element will remain to be an integral part of the retail landscape. This has given rise to 'New Retail' - an integration part of the retail landscape. This has given rise to 'New Retail' - an integration of offline and online platforms by leveraging on data technology to help retailers detect consumer behavior and preferences to provide a more meaningful customer experience. This means that today's Retail Associates are no longer just a service personnel but one who needs to engage, communicate, connect and provide solutions to customers. Associates need to be resilient and adaptable to new challenges and expectations in the digital environment while enhancing and delivering exceptional customer experience.


In the new retail era, one requires a fresh mindset and knowledge to cope with new expectations in this evolving retail workplace. Our latest WSQ Certificate in Retail (Operations) (CRO) will help you to acquire these essential skills to becoming more efficient, productive and ready in today's omni-channel world of retailing.


This programme equips you with critical operational skills to provide customer-centric business excellence, product and service innovation and equip you with a better understanding of current and emerging retail technology to leverage these platforms in engaging and meeting changing customer expectations in the evolving retail landscape.


To achieve a full qualification, individuals must successfully attain competency in all the following modules:


Adapt to Change (15 hours)

Recognise both local and global trends that bring about changes impacting the workplace, job roles and responsibility. Adapt to cope with new workplace expectations and embrace lifelong learning for continuous upskilling to improve employability and growth potential in an evolving and diverse workplace.


Service Excellence (15 hours)

Equip with the service mindset in providing excellent customer service. Identify critical moments of truth and escalate areas of improvement that will enhance the customer experience. Recognise and embrace the essential customer service skills in delivering exceptional customer experience.


Service Challenges (15 hours)

Recognise the challenges brought about by evolving technology and customer behavior in the service environment. Understand the importance of addressing these service challenges with the aim to deliver great customer experience.


Service Leadership (15 hours)

Recognise the role that one plays in contributing to the customer interactions and experience with the brand while aligning with the company's service vision, mission and values. Understand the customer journey and seek opportunity to explore, innovate, nurture and improve the customer experience.


Workplace Communications (15 hours)

Establish a culture of good communication is essential in the evolving workplace. Understand the process of exchanging information and ideas, both verbal and non-verbal, is critical in enhancing team effectiveness in a diverse workplace.


Productivity Improvement (15 hours)

Understand the importance of productivity at workplace and how it can turn the workplace into a more healthy and happy working environment and bring about positive impact to service delivery and customer experience.


Course Duration

  • 6 months
  • Day or Night classes are available


To apply, please complete the online registration here.


Course Fees

Full Qualification (6 modules) Course Fees

Full Course Fee (100% of course fee): S$2,640


Funding for Singapore Citizen / Singapore Permanent Resident

90% funding for Singapore Citizen / Singapore Permanent Resident: S$2,376

Nett Course Fee: S$264

Prevailing GST (7% of nett course fee): S$18.48

Total Nett Course Fee Payable, including GST: S$282.48


Funding for Workfare Training Support (WTS)*

Additional 5% funding if eligible: S$132

Total Nett Course Fee Payable, including GST: S$150.48


This course is also eligible for the following:

  • SkillsFuture Credit S$500#
  • SkillsFuture Qualification Award S$200#
*Singapore Citizen, aged 35 years & above and monthly income of not more than $2,000
#Applicable for Singapore Citizens only



Entry Requirements
  • GCE 'N' Level Credit (at least C5) in English and Mathematics or Workplace Literacy and Numeracy (WPLN) score: Level 4 for Reading, Listening and Numeracy; and
  • With at least 1 year working experience in retail or 2 years in non-retail.

Other Information

To apply, please complete the online registration here.


Training venue
Singapore Institute of Retail Studies (SIRS)
11 Eunos Road 8
Lifelong Learning Institute
Lift Lobby B #08-04
Singapore 408601

MRT: Paya Lebar


Tel: 6222 7477


* Click here to view and download brochure.