1.

Use the chosen companies (3) and entertain the following questions below
based on your observation (visit) and encounter (interaction) with the
salesperson.

Characteristics of Professionalism in the workplace .

Company 1 Bank of the Philippine Islands
Characteristics Actual Behavior
Neat appearance Well groomed and dressed
Proper They are intimidating and not
Demeanor approachable . They look so
lazy and tired
Reliable The work flow is slow because They should minimize the time
of the long processing of
documents and not proper
managing of queueing.
Competent Knowledgeable but the work
but not approachable
Communicator Some staff look so tired and
lazy to accommodate
customers
Good Phone
Etiquette
Poised *Doesn’t smile and make a
proper eye contact to their
customers
Suggestion for Improvement/
Good Impact
They should attend to their
customers with good service in
a way of being polite and
approachable. They should not
forget to smile.
of processing of each
documents they should also
consider in investing another
digital technology which can be
a help in processing the
documents faster
They should be customer
oriented
Be approachable and polite so
the clients won’t feel awkward
to inquire
*They must be humble and
customer service oriented so
clients may not feel unhappy

*The guards don’t even

welcome us
Ethical doesn’t smile and do proper
eye contact.
Organized The flow of design per
transanction is really bad . you
need to go through regular line
for simple inquiry
Accountable They look tired and not
approachable but they take
and accept the responsibility
given to them
*need to be more respectful to
the customer
They should maintain eye
contact most of the time while
speaking and listening to their
customers
They should consider in adding
new desks and separate the
transaction for simple inquiries
which is not time consuming
They need to be more patient
to handle the crowd and the
load of work be more
approachable and customer
oriented so the clients won’t
feel uneasy and awkward,
treat everyone like a VIP
 Company 2 Home Credit
Suggestion for Improvement/
Characteristics Actual Behavior Good Impact
Neat appearance Well groomed and dressed
Proper They look so lazy They should attend to their
Demeanor customers with good service
Reliable The processing is pretty fast They should be transparent on
but most of the time they how they process the
declined the application for application
some reasons
Competent Knowledgeable but lazy they They should be more
just give the flier when we us approachable and pleasing
them
Communicator
Good Phone *They interrupt when you *Treat customers in-line with
Etiquette complain courtesy and respect

*Annoying agents calls you * Respect and be polite to the

even at night clients
Poised Doesn’t smile when we ask few They must be humble and
question about the how the customer service oriented so
loan works clients may not feel
uncomfortable
Ethical doesn’t do proper eye contact. They should maintain eye
contact most of the time while
speaking and listening to their
customers
Organized Uncomfortable the area is too they should consider in
small investing own store/office
inside the mall
Accountable Abusing privileges They should be more
considerable to the amount of
time they given to the
customer/client
 Company 3 PCexpress
Characteristics Actual Behavior
Neat appearance Well groomed and dressed
Proper They look so tired and rarely
Demeanor smiles at you
Reliable The process is really good but
the cashier window is very
unconfortable for the
customers
Competent Knowledgeable to their job but
rarely smiles
Communicator
Good Phone Doesn’t smile when answering
Etiquette the phone they look
intimidating
Poised Doesn’t smile and make a
proper eye contact to their
customers
Ethical doesn’t do proper eye contact
and looks like having a bad day
Organized The flow of transanction is
Good but the design of the
store is not well organize
Accountable They have pretty good
customer service but
sometimes they give fake
deadlines when your item
returning to you from warranty
Suggestion for Improvement/
Good Impact
They should be polite and
approachable. They should not
forget to smile.
Re-work the cashier place
Smile is the key , A smile is an
invitation
Smile when you talk to the
customer and keep the
customers informed
He needs to smile more to
have good impression to the
customer
They should maintain eye
contact most of the time while
speaking and listening to their
customers and separate
personal issues from work.
They should arrange the items
properly according to the
categories
consistency is the key
 2. Give the needed, necessary, most relevant skills and training for the
following.

COMPANY POSITION SKILLS AND RESULT

TRAININGS
BPI Security Reorientation To refresh them the rules of the
Guard company and the right flow of the work
they have
BPI Bank teller Reorientation To refresh them the rules of the
company and the right flow of the work
they have
Home Sales Communication It helps in marketing, selling, people
Credit Clerk Skill training management and to build long term
relationships with customers
PCXpress Sales Conflict Seperating your personal and
Personnel resolution professional life
Student: Glorence Joy Datuin

Lessons Learned:
I’ve learned the proper way of talking to the customer and proper outlook in front of
the customer, that I should avoid unnecessary movements. I also learned that I should
master all the information of the product or service that I am offering so I can deliver a
good service to my client.

Values:
communication is very important for us marketing management student, like the use of
we instead of you . We can apply it to our job because it is very essential for us to
enhance our ability and skills to be effectively communicate and have a proper
etiquette. Also as having a long patience especially for the front liners is very
important to avoid problems.

Comments for the activity:

I am very excited we I heard that we will be having this kind of activity because expect
that in this activity, the class will go to a big company where we will do the
observation. Honestly I’m a bit disappointed because I’m wrong. But the activity is
enjoyable, we go to know some of our classmate event there is an awkward moment
because where not really close. All in all the we learned a lot from this activity that we
do not notice before and I think we will use those things in the future.

Comments for the subject:

I have learned a lot from this subject, from the proper way of talking, actions and
proper handling of business card that I did not know before. I am doing a part time job
while taking this subject so the things that I have learned here, I applied it in my Job.
All I can say it is really helpful.
Student: Jet Andrew B. Cubilla

Lessons Learned:
I learned how to properly negotiate with the clients talking with them , it gives me more
confidence .

Values:
Be kind and always smile so the customer will feel always welcome

Comments for the activity:

I enjoyed it a lot , specially talking.

Comments for the subject:

I learned a lot in this subject
Student: Lindsay Castro

Lessons Learned:
Business is a lot of trial and error but it doesn’t have to be all your trial and error

Values:
Professional salesmanship should put in practrice

Comments for the activity:

It was quite challenging , but its very interesting form

Comments for the subject:

I’ve learned a lot , when it comes to confronting customers I know what to act and do
Student: Juliet Sarabia

Lessons Learned:
I’ve learned a lot because I experience those scenario by dealing with the people in
different company.

Values:
The values is you should know how to communicate those people in a good way and
also the behavior those people in the company

Comments for the activity:

I’m happy because this activity it’s look like a mini tour in cubao we notice the
company even if I’m only a student I experience by interacting with the employee of
the company

Comments for the subject:

I’ve learned a lot on this subject because ma’am Bouing teaches us the different way
on how to communicate with the different people. Like the proper way of selling and
how to convince the buyer I a proper way. I inspired the guest speaker the manager of
mitsubisih motors and Manulife insurance and also I enjoyed their discussion
Student: Lovely M. Nacional

Lessons Learned:
Last June 18, 2019, as we undergo our company visit and observation of what are the
professional behaviors of the sales agents and of how they communicate and handle
people or customer properly. During the observation, I acquired so much knowledge
about what are the etiquettes of dealing with customers that I know I’ll be using it in
the future as a marketing student. One of those information that I learned is to treat all
the customers with respect regardless of what life level they have and or old and new
to the company or business. The need to treat the customers with right and just is the
company's edge among competitors. Having or managing a business is not about how
big the business is and on how famous it is but, for me, it is about dealing with people
and customers with love as they are the life blood of the business. Treat them like a
family and the most valuable asset then it’ll be so fulfilling.
Values:
The importance of the activity is to help me and to engage me more on how to deal
with different people professionally. Maybe it is not easy dealing with those people
knowing that they have different personality. And also, the activity taught me to
respect sales agents for their hard work because they did try doing their best just to
please their customers though sometimes they have also bad days that maybe affect
the positivity of their job

Comments for the activity:

The activity helped me to get to know my classmates more and in just a little span of
time we created a bond or friendship as we shared ideas about the
observation.

Comments for the subject:

Professional salesmanship subject. For me, is not an easy subject for it deals with
professionalism. But on the other hand I also found it interesting in a way that it will
help me build and practice the proper handling of my customers in the future.
Student: Jan Patrick Cartagena

Lessons Learned:
In Business there are things that we should really pay attention I’ve really learned a lot
of things as we go observe those companies , when we observe the companies. Yes
we are comfortable because we have a seat to rest, but the issue is this kind of flow
inside the company really needs a change its really bugging and irritate me , change
of culture or traditional environment is a must inside the company as I experience how
the employees are intimidating and in my own opinion proper etiquette should be on
the number 1 list in training of every company
Values:
Proper etiquette and communication is importart because it has a big role specially we
BSBA marketing student it really has a big points in our future works

Comments for the activity:

I really enjoyed specially the part we move as 1 team we give exchanges suggestion
its really fun

Comments for the subject:

this subject taught me that in selling you just don’t sell nor buy
you need to be professional so you can interact or handle any customer in a
professional way 