Originally Posted by RevenueKinetics
If your employer is asking you to assume a sales role without providing you with training (general sales training) then they are doing you a disservice and not providing you with the tools you need to succeed.
This is absolutely true. If you're assuming a sales role aside from your current job as a Customer Service rep, your employer should be required to provide you with proper sales training, skills reinforcements, and sales coaching sessions -- aside from sales incentives.
It's also advisable that the organization you're working for provides you with reliable tools to increase your efficiency and productivity. A CRM should be in place alongside your phone system, email server, and live chat software (if applicable). You can integrate these tools using a software like Tenfold so you and your team can work using a unified dashboard
where you can access all interactions -- phone, SMS, email, live chat.
Sales isn't a walk in the park. If your employer wants to you meet quotas and reach goals, they need to do their part, too.