Which qualifications and skill sets include customer relationship units?

Where the two units sit now

FNSCUS504's own usage list, read on 12 October 2026, carries seven current qualifications: FNS50922 Diploma of Banking Services Management, FNS51022 Diploma of Financial Markets, FNS51120 Diploma of General Insurance, FNS51220 Diploma of Insurance Broking, FNS51522 Diploma of Credit Management, FNS51822 Diploma of Financial Services, and FNS60722 Advanced Diploma of Financial Licensing Management.

The same list carries the versions that came before, each with a Superseded recommendation: FNS50915 and FNS50920, the earlier Diploma of Banking Services Management; FNS51015 and FNS51020, the earlier Diploma of Financial Markets; FNS51115, FNS51215, FNS51515, FNS51520, FNS51815 and FNS51820; and FNS60715 and FNS60720, the earlier Advanced Diploma of Financial Licensing Management. One row is marked Deleted: FNS60115, the Advanced Diploma of Insurance Broking.

SIRXCEG003's usage list, read the same day, carries nine current products: AHC32424 Certificate III in Irrigation Technology, AHCSS00178 Irrigation Retail Sales Skill Set, CPP31519 Certificate III in Real Estate Practice, FWP30622 Certificate III in Timber Building Products Supply, SIR30116 Certificate III in Community Pharmacy, SIR30216 Certificate III in Retail, SIR30316 Certificate III in Business to Business Sales, SIR40116 Certificate IV in Community Pharmacy, and SIRSS00025 Retail Customer Relationship.

That is the spread of the subject: one unit sits in financial services qualifications, and the other reaches retail, real estate, community pharmacy, irrigation technology and timber products supply.

The two skill sets

Two skill sets bundle customer relationships. SIRSS00025, Retail Customer Relationship, is current, and the register describes it as skills to build and keep relationships with retail customers so as to reach sales targets: through engagement, high quality customer service, help with difficulties, and relationships that build loyalty. It is aimed at people in customer service jobs in retail.

Its six units are SIRXCEG001 Engage the customer, SIRXCEG002 Assist with customer difficulties, SIRXCEG003 Build customer relationships and loyalty, SIRWSLS002 Analyse and achieve sales targets, SIRXIND001 Work effectively in a service environment, and SIRXSLS001 Sell to the retail customer. The register notes that completing its units of competency may count as credit towards several qualifications in the Retail Services Training Package, and its suggested words for the statement of attainment describe the units as providing skills for building retail customer relationships and reaching sales targets.

The second skill set is the financial services one, linked in full at the foot of this page. The register describes it as covering the skills and knowledge to build and manage strong, effective relationships with many different kinds of customers, for various purposes, in financial services settings, and says it is for people in customer facing roles there who must build and keep up relationships with customers and must act in their best interests. Its units count as credit towards several BSB Business Services and FNS Financial Services qualifications.

Its four units are BSBPEF502 Develop and use emotional intelligence, BSBTWK401 Build and maintain business relationships, FNSCUS403 Deliver a professional service to customers, and FNSINC514 Apply ethical frameworks and principles to make and act upon decisions. FNSCUS504 is not among them.

Licensing is one thing neither skill set settles by itself. The register says the retail skill set carried no occupational licensing, certification or specific legislative requirements when it was published, and for the financial services one it notes that the work done in the fields where the skill set may be used is subject to regulatory requirements, and advises users to confirm them with the relevant regulatory authorities.

Reading a usage list

A usage list is one row per product that includes the unit. Each row carries the product's code and title, the releases it has had, and a usage recommendation, which the register prints as Current, Superseded or Deleted.

Superseded and current sit in the same list, and the same title can appear twice: FNS50915, the Diploma of Banking Services Management, is listed at releases 1 to 4 with a Superseded recommendation, while FNS50922, the same title in its current form, is listed at release 1 with Current.

Some rows carry a further mark in the register's data, isEssential: true where the unit is core to the product, and false where it is not.

Core and elective

In the register's own terms, a unit is either essential to a product or not. SIRXCEG003 is essential in three of the products that carry it: the Certificate III in Retail, the Certificate III in Business to Business Sales and the skill set Retail Customer Relationship.

FNSCUS504 is not essential in any of the seven current qualifications that carry it.

That is the register's answer to which courses teach the subject to everyone who takes them: the Certificate III in Retail, the Certificate III in Business to Business Sales and the skill set Retail Customer Relationship make the customer relationship unit core, and the financial services qualifications carry it without marking it essential.