Exam Name: Professional Certificate in Airline Retail Level 2
Certification Provider: DMI
Corresponding Certification: DMI Certification
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Updated: Jul 26, 2026
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DMI PCAR-L2 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Operational Excellence & Compliance | 15% | - Service standards and operational procedures - Safety, regulatory and compliance requirements |
| Performance Measurement & Continuous Improvement | 10% | - Feedback analysis and improvement plans - Key performance indicators (KPIs) |
| Customer Engagement & Sales Techniques | 25% | - Handling objections and closing sales - Needs assessment and consultative selling - In-flight and pre-flight sales processes |
| Airline Retail Strategy & Market Context | 25% | - Revenue optimization frameworks - Airline retail ecosystem and value chain - Market trends and passenger behavior analysis |
| Ancillary Products & Merchandising | 25% | - Effective merchandising and display techniques - Pricing, bundling and packaging strategies - Types of airline ancillary services |
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