1. Addressing Indifference
   1. Acknowledge the point of view
      1. I understand your..
      2. You make a valid point
   2. Probe
      1. Gain agreement to ask questions
      2. Explore circumstances
      3. Identify opportunities
      4. Examine effects
      5. Confirm the existence of a need
      6. Support the need
   3. Planning for Indifference
      1. Customers statement
      2. Acknowledge the customers point of view
   4. Probing
      1. Propose a limited agenda
      2. State the value
      3. Check for acceptance
   5. Creating an awareness of need
      1. Circumstances that could yield an opportunity
      2. Probes to ask about circumstances
      3. Follow up probes
      4. Impact or effects of the problem on the customer
      5. Closed question to confirm the needs (Y/N0
2. Skepticism
   1. Customers Statement
      1. I don't believe that you can...
   2. Resolving
      1. Probe to understand the concern
      2. Acknowledge the concern
      3. Address by offering proof or relevant facts
      4. Check for acceptance
3. Misunderstanding
   1. Customers statement
   2. Resolving
      1. Probe to understand the concern
      2. Acknowledge the concern
      3. Address the concern with relevant features and benefits
      4. Check for acceptance
4. Drawback
   1. Drawback the customer has identified
   2. Acknowledge the concern
   3. Address the concern
      1. Refocus on the bigger picture
      2. Outweigh the concern with previously identified and accepted benefits
   4. Check for acceptance