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DMI PCAR-L2 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Ancillary Products & Merchandising | 25% | - Effective merchandising and display techniques - Pricing, bundling and packaging strategies - Types of airline ancillary services |
| Topic 2: Operational Excellence & Compliance | 15% | - Safety, regulatory and compliance requirements - Service standards and operational procedures |
| Topic 3: Customer Engagement & Sales Techniques | 25% | - Needs assessment and consultative selling - Handling objections and closing sales - In-flight and pre-flight sales processes |
| Topic 4: Performance Measurement & Continuous Improvement | 10% | - Key performance indicators (KPIs) - Feedback analysis and improvement plans |
| Topic 5: Airline Retail Strategy & Market Context | 25% | - Airline retail ecosystem and value chain - Market trends and passenger behavior analysis - Revenue optimization frameworks |
