"The best salespeople spend 80 percent of their time listening, not talking," says Marc Willson Do you Agree? If yes then Why??

Yes it is true even with custoemer service. This is because u have to find the inner meaning about what the customer says. As he may be meaning something else. There are many things hiden which has to be understood before responding . And that answer has the potential to create a promoter or a detractor. So the sales reps response has to be very careful. He has to speak less and spend more time to think what the customer really wants.

Yes Key Words for Better Customer Services. That i always follow.

Customer is the key to business success. So, knowing the customer is the essence of effective sales and marketing. You can know the customer best by listening not by talking.