Intro -- Contents -- Preface -- Acknowledgments -- About the Authors -- Introduction -- What You Will Find on the Web page -- 1. Housing and Paying for an Option Sales Program -- Building or Leasing Your Own Showroom -- Model Homes as Design Centers -- Working with Manufacturers and Trades -- Outsourcing an Options Program -- One Size Doesn't Fit All -- Building the Design Team -- 2. Thinking Like a Retailer -- Marketing a Design Center -- Inside the Design Center -- 3. Managing for Greater Option Profit -- Pricing -- Goal Setting for Option Sales -- Sales Tracking -- Information Technology -- Inventory Control -- Design Center Department Report -- 4. Maximizing the Design Center Experience -- Information Gathering -- Providing Service -- After-Contract Changes -- 5. Selling to Customers' Personalities and Values -- Knowing the Customer -- Being a Better Listener -- Feature and Benefit Selling -- The Power of Suggestive Selling -- Learn, Practice, and Apply -- 6. Handling Objections and Closing -- Starting with "No -- How to Close a Design Presentation -- Closing Clues -- Avoiding Surprises -- 7. Providing Customer Service -- The Path to Customer Satisfaction -- Customer Relationship Management -- Managing Customer Expectations -- Frequently Asked Questions (FAQs) -- Get Personal -- Customer Service Do's and Don'ts -- Measure Your Customer Service Prowess -- Have Customers Grade You -- A Competitive Edge -- Conclusion -- Notes -- Resources -- Index.