SALES

SUMMA CULTURA
Success in the Workplace
BrokerHouse, Inc.

Engr. Ped Salvador, Ph.D.

November 7, 2012 1
 Objectives
1. To define the meaning of Quality.
2. To illustrate the important human needs of every
individual involved in the Real Estate Business.
3. To provide the required values and work ethics to
succeed in the Real Estate Brokerage.
4. To learn and acquire vital personal
skills in the performance of assigned
tasks and responsibilities.
5. To boost and maximize Sales Performance
of the organization.
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 FRAMEWORK

Input Process Output

Summa Mind Set Workplace

Cultura Calibration Success

3
 Paradigm Shift

“To be a leader in the industry a paradigm

shift is required to become a going
concern and continuously meet the
challenges of today and of the future.”
Ped Salvador – TQM Consultant

PedS2012 4
 Defining Quality
The characteristics of a product or
service that bear on its ability to
satisfy stated or implied needs,
and
A product or service free of
deficiencies

5
 What is TQM?
• Total - Made up of the whole
• Quality - degree of excellence a
product or service provides

• Management - Act, art or manner of

planning, organizing, directing
and controlling
Therefore, TQM is the art of managing the whole
to achieve the high degree of Excellence !
6
 What does TQM mean?
Total Quality Management means that the
organization's culture is defined by and supports the
constant attainment of customer satisfaction through an
integrated system of tools, techniques, and training.

This involves the continuous improvement of

organizational processes and people,
resulting in high quality products
and services.

7
 Types of Customers
• External Customers- outside the
organization (Clients who pay the bills)
– End-user customers

• Internal Customers- people within your

organization who receive your work
- Co-workers
- Managers and Supervisors
8
 Customer Attitudes and Loyalty
(Source: Winning Back Angry Customers, Quality Progress, 1993)
• An average customer with a complaint tells 9-10 people;
if it is resolved he/she only tells 5 people.
• For every complaint received, there are twenty others
that are not reported.
• It costs 5-10 times more in resources to replace a
customer than it does to retain one.
• Companies spend 95% of service time redressing
problems and only 5% trying to figure out what made the
customer angry.

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 What’s the goal of TQM?

“Do the right things right the first

time, every time.”

10
 Another way to put it…
• At it’s simplest, TQM is all managers leading
and facilitating all contributors in everyone’s
two main objectives:
 (1) total client satisfaction through
quality products and services; and
 (2) continuous improvements to processes,
systems, people, suppliers, partners, products,
and services.
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 Performance Targets
• Service Quality- Tumpak,Walang Mali
• Service Reliability- Pulido, Matibay
• Time of Job Completion- Bilis ng Gawa
• Cost of Job Activity- Murang Pag-gawa
• Responsiveness- Bilis ng Pag-tugon
• Punctuality- Aga ng Pag-pasok
• Absenteeism- Walang Liban

Superior Service Culture.flv 12

The Organization

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 What is Success?

Success is a
attitude,
an attitude that
can be learned!
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 Quotation
The greatest discovery of my
generation is that a human
being can alter his life by
altering his attitudes of
mind.

William James (1842 - 1910)

philosopher & psychologist

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The Iceberg
How much do you see of an iceberg???
THE ICEBERG

ONLY 10% OF ANY

ICEBERG IS
VISIBLE.

THE REMAINING
90% IS BELOW SEA
LEVEL.

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 THE ICEBERG

VISIBLE
10 %
ABOVE SEA LEVEL SEA LEVEL

INVISIBLE
BELOW SEA
LEVEL

90 %

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 THE ICEBERG

• The Iceberg phenomena is

also applicable on human
beings …

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 THE ICEBERG
Skills
KNOWN And
TO OTHERS Knowledge SEA LEVEL

UNKNOWN
TO OTHERS

ATTITUDE

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 THE ICEBERG Attitude Wins.flv

BEHAVIOR
KNOWN
TO OTHERS
Ugali o Asal SEA LEVEL

UNKNOWN
TO OTHERS

VALUES – STANDARDS – JUDGMENTS

ATTITUDE- Saloobin
MOTIVES – ETHICS - BELIEFS

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 WHAT MAKES YOUR LIFE 100% ?
Attitude Is Everything In Selling.flv

Let each letter of the English alphabet has a value

equals to it sequence of the alphabetical order:
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

1 2 3 4 5 6 7 8 9 1011121314151617181920212223242526

S K I L L S
19 11 9 12 12 19
= 82
K N O W L E D G E
11 14 15 23 12 5 4 7 5 = 96
H A R D W O R K
8 1 18 4 23 15 18 11
= 98
A T T I T U D E
1 20 20 9 20 21 4 5 = 100 22
Man’s Focus Changes Over Time

Earlier Recent
Generations Generations
Focused on Focused on

God
Finding Themselves
Family Personal Happiness
Natio
n

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Desiderata - Les Crane.flv

24
 A Paradigm Shift
Who do you see in the picture?

PedS2010 25
 A New Paradigm Thought

Church of the
Two stonecutters were Holy Family
asked what they were (Barcelona)
doing.. ..
The first said, ‘I’m
cutting this stone into
blocks.’
The second one replied,
‘I’m on a team that’s
building a cathedral.’
— Old Story

© 1995 Corel Corp.

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 3 Types of Individual
1. An individual that watch things
happen
2. An individual that don’t know that
things happen
3. An individual that makes
things happen
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KNOW THYSELF- Plato
Pag-alam sa Sarili

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Abraham Maslow’s
Hierarchy of Needs
SA
Esteem

Belongingness

Safety

Physiological
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 Hierarchy
Need Level
of Needs
Description Examples

Self-
Self- Realize
Realizeone’s
one’s Use
Useabilities
abilities
Actualization
Actualization full
fullpotential
potential to
tothe
thefullest
fullest

Feel
Feelgood
good Promotions
Promotions
Esteem
Esteem about
aboutoneself
oneself &&recognition
recognition

Social
Social Interpersonal
Interpersonal
Belongingness
Belongingness interaction,
interaction,love
love relations,
relations,parties
parties

Job
Jobsecurity,
security,
Safety
Safety Security,
Security,stability
stability health
healthinsurance
insurance

Food,
Food,water,
water, Basic
Basicpay
paylevel
level
Physiological
Physiological shelter
shelter to
tobuy
buyitems
items
Lower level needs must be satisfied before higher needs are addressed.
What is Success in the workplace?
Success is the
state achieved
,after the
accomplishment
of the targets in
the workplace.

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 7 Success Measurements
• Self -Satisfaction
• Selling and Job Expertise
• Trust from Property
Developer
• Increase in Sales Span and
Scope
• Increase and growth in Sales
Commission
• Additional Incentives and
Benefits
• Business and Job Stability
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9 STEPS TO ATTAIN SUCCESS
IN THE WORKPLACE
Goal
Hard work
Mind Set
Focus
Motivation
Inspiration
Utilizing Potentials
Taking Risks
Managing Life 33
 Goal - Layunin

 The first and the most important step towards

success is our GOAL.
 Goal depends on how big targets we set in our
work and life.
 The basis of Success starts by setting targets.
 It is the root of Success.
 These targets are the main reason for which a
person lives everyday of his life.
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 Goal Setting
SMART Goal Setting.flv

SMART Goals.flv

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 Hard Work- Sikap at Tiyaga
sa Gawain
 In order to achieve
success in work and in Failure is only
life we need to put in when you stop
a lot of effort and hard
work. trying.
 Without Hard work
and determination
there is no success.
 There are no shortcuts
to success.

36
 Thomas Edison-Inventor
Success is 1% Inspiration, and 99%
Perspiration!
Selling is hard work.flv

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 Mind Set- Pag-takda ng Isip

 We must develop a mind set which

depicts our struggle for achieving our
targets in the workplace.
 It shows our attitude towards work.
 It shows how firmly we face the
challenges we encounter in our pursuit
towards our targets.

Changing Mind Set.mp4

38
 Focus - Tuon ng pansin
 Focus is also another important key to
success
 It depends on how sharply we focus on
our targets overlooking the obstacles in
our path.
 Obstacles are those dreadful things we
see , when we take our eyes off our
target.

Your Focus
Determines Your
Reality 39
How many faces do you see?

40
 Motivation- Nag-uudyok
 Motivation is the main driving
force behind an action.
 Motivation is the reason why a
Motivation is the
person wants to be successful.
 When it comes to motivation, Key which
KNOWING is not as important as
DOING.
 Certainly, we need some
starts the engine
intelligence, knowledge base,
study skills, and time of the car
management skills, but if we
don't have motivation, we won't
get far.
standing on the
highway to
success.
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The Basic Motivation Behavior
Sequence

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 The Six Step Motivation Process

Getting the Sales Superstar Mindset1.flv

Recognise need
Process begins
deficiency

Search for ways to

Needs reassessment satisfy needs

Emily P. Talaue
Provide punishment SALESPERSON Establish goal
or rewards directed behaviour

Performance

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Motivation to the Sales Agents
 Motivation is the force within us that directs our behavior.
Are you an Effective Motivator?
 A pat on the back.
 A smile.
 A simple, sincere, thank you.
 A personal letter to the employee, with copies sent to your immediate supervisor and to the
employee’s supervisor.
 Public recognition in front of peers.
 Public recognition in front of one’s boss.
 A letter of praise from a customer or vendor praising an employee, posted on the
company’s bulletin board.
 Listening to an employee who has an idea for improving efficiency and then acting
affirmatively on that suggestion.
 Arranging employee discounts from your vendors or customers.
 Allowing the employee to work on an especially exciting project that he or she would not
usually work on.
 Asking employees what non-monetary rewards they would like to have and, if possible,
providing them.
 Issuing a “You Were Mentioned” certificate to employees whenever you hear something
nice about them, whether from a customer, co-worker, or superior.

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 Inspiration- Nagbibigay-Sigla
 The word inspire means to influence someone by
examples.
 The reason why inspiration is important for success
is that it stirs us to action.
 Different people get motivated differently, but
mostly motivation is achieved through
INSPIRATION.
 It ignites us for further advancement.
 It motivates us to achieve our targets, our aims,
our goals and our ambitions.

Inspire and
The Simple Truth of Service.flv
be Inspired 45
Managing Your Life - Pamamahala ng
Buhay Mo
 It depends on how we
manage everything in our
If you fail to
life. plan, you have
 How we develop a good
routine.
planned to fail.
 How we manage time.
 We need to plan
everyday of our life.
 We need to set a time
table which would help
us in developing a good
routine.

Life Is Like A Cup of Coffee.flv 46

Using Up Your Potentials – Gamit
ng Sariling Galing at Talento
 To be successful we need to utilize
our underlying potentials that God
has gifted us.
 The remote control of our life is in
We
our hand
 We can mold our life in any direction
Only
we want.
 We must use our Potentials In such a
Live
way that when we die, we must
have this satisfaction that we have
once
lived up to our potentials in a
positive manner. Believe In Yourself.mp4 47
48
Taking Risks – Marunong
Tumaya
 In life and in work we need
to take risks Playing Safe will not
 The context in which “Risk
Taking” is being considered get us to success.
here is about jeopardizing
our gains in the
achievement of something
more valuable.
 The best thing about taking
risks is that if it pays off
then its quite beneficial for
us and even if we fail we
learn a lot from it.
 The most successful person
is one who is not afraid of
taking risk at the right time.

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 Success is the number of
times you were able to rise
every time you meet
Failure…

Ped Salvador

Keep trying....until you succeed.flv

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People who failed to then succeeded.flv

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 MVP to
Technopreneurs:
Failure leads to
success

“Failure is just part of success. You’ll

have to learn from those mistakes.”
Yahoo News April 4, 2012

The Race - Struggling Against Failure.flv

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Do not give up easily!
Attitude is Altitude

Never Give Up Easily.flv

53
 Never quit
If we follow the right plan and
procedure, we are sure to succeed.
But, there may be times when
things can go wrong.
However, we must never lose
hope.
Keep on trying, find out what is
wrong but do not quit. Memorize
the famous quote, 
Losers quit when they are tired,
Champions quit when they hold
gold.

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Overcoming Adversity.flv 55
• There are two different people in the world.
One that says “I wish I had” and the one that
says “I’m glad I did”. Remember we can have
anything in this world if we just believe in
ourselves.

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 The Real Success -
Ang Tutoong Tagumpay
 The Real success is that which would help us
not only in this life but also in the life after
death.
 Real success is achieved when the targets are
set in accordance with the principles of our
religion so that God is satisfied by us.
 Our Success should be such, that it leaves
an everlasting impact on the world so
that it remembers us with respect and honor.
 After our death our name lives till eternity.

Elements of Greatness.flv
57
Words of Wisdom

Successful Life.flv 58
 End
Dagdag Kaalaman, Isabuhay
para sa sarili, pamilya,
kumpanya, at bayan.

Quotes Of Success.mp4

59
 Engr. Pedrito A. Salvador,Ph.D.
E-mail Address: pedsalvador@yahoo.com Cell No. 09081189848
Education: Ph.D. in Management, International University
Foundation; MBA, Philippine Christian University; BSCHE, Mapua
Institute of Technology
Professional Experience: GM, Magnetron Technology Corporation;
Asst. GM, Philake Metal Corporation; Operations Manager, Best
Electronics Corporation; Engineering Manager and Quality Manager,
Integrated Microelectronics Inc./ Amkor- Anam Phils. Inc.
Present Assignment: Professorial Lecturer, Graduate School of
Business, International Academy of Management and Economics,
Operations Management Consultant, TQM Consultant
Field of Interest: Operations Management, Management Science,
Project Management, TQM, Applied Statistical Research, Corporate
Culture Modification, Six Sigma Quality, Lean Manufacturing
Professional Association: President, Global Entrepreneurs and
Speakers Bureau,Governor and Vice President,Philippine Council of
Management( PhilComan ), Member-MIT Che-Chem Alumni
Association/National Association of Mapua Alumni, Member-
Saniblakas/NEPA