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DMI PCAR-L1 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Digital & Technology in Airline Retail | 15% | - Digital retail channels and e-commerce - Mobile and inflight connectivity solutions - Data usage and personalization fundamentals |
| Topic 2: Customer Service & Sales Techniques | 25% | - Handling inquiries, complaints and service recovery - Understanding passenger needs and behavior - Effective communication and sales approaches |
| Topic 3: Introduction to Airline Retail | 20% | - Airline retail ecosystem and value chain - Key trends and industry overview - Role and importance of ancillary revenue |
| Topic 4: Retail Operations & Merchandising | 25% | - Product assortment and merchandising strategies - Onboard and airport retail environments - Inventory and supply chain basics |
| Topic 5: Regulatory & Commercial Framework | 15% | - Safety, compliance and ethical standards - Aviation and retail regulations - Pricing, taxation and duty-free rules |
