PMP · Question #654
A vendor project manager and team are implementing a software solution across the organization. A customer stakeholder who was not present during the sales process is demanding that the team…
The correct answer is D. Refer the stakeholder to the delivery specifications in the statement of work (SOW). When faced with out-of-scope demands from a customer stakeholder, the project manager should refer them to the official delivery specifications in the Statement of Work (SOW).
Question
A vendor project manager and team are implementing a software solution across the organization. A customer stakeholder who was not present during the sales process is demanding that the team implement requirements that are out of scope without adding additional cost to the project. What should the project manager do next?
Options
- AEscalate the issue of the additional requirements to the executive leadership team.
- BAdjust the scope baseline and schedule baseline accordingly.
- CImplement all the requirements the customer has requested.
- DRefer the stakeholder to the delivery specifications in the statement of work (SOW).
How the community answered
(30 responses)- A20% (6)
- B3% (1)
- C7% (2)
- D70% (21)
Why each option
When faced with out-of-scope demands from a customer stakeholder, the project manager should refer them to the official delivery specifications in the Statement of Work (SOW).
While escalation might be necessary later, the first step is to inform the stakeholder about the contractual boundaries of the project, as per the SOW, providing a factual basis for discussion.
Adjusting scope and schedule baselines without a formal change request, and without discussing cost implications for out-of-scope work, would lead to uncontrolled scope creep and potential financial losses for the vendor.
Implementing out-of-scope requirements without additional cost or a formal change control process will result in scope creep, budget overruns, and a breach of the original contract, negatively impacting the vendor's profitability and project sustainability.
The Statement of Work (SOW) is a legally binding document that clearly defines the project scope, deliverables, and terms agreed upon by both the vendor and the customer. Referring the stakeholder to the SOW objectively clarifies that the requested requirements are outside the agreed scope and establishes the basis for initiating a formal change request process if the customer wishes to proceed with them.
Concept tested: Scope management and contract adherence
Topics
Community Discussion
7
Lena V.Dec 13, 2025D. The SOW is the signed agreement on what is in scope, so that is your reference point when a stakeholder tries to push for free extras after the sale.
Bao N.Dec 14, 2025Seconded on D, but remember the change request process is where you actually push back formally, since the SOW alone does not stop a determined stakeholder from trying.
Wesley A.Dec 19, 2025Failed my first PMP attempt partly on questions exactly like this. D is correct because the SOW is the agreed upon scope reference, and that is what you point the stakeholder to when out of scope demands show up.
Bao N.Dec 21, 2025D is right but the real trap is people picking B because it sounds collaborative, when the PMBOK wants you pointing back to signed documents before entertaining change requests.
Bao N.Dec 3, 2025D confirmed. SOW is your authority when a stakeholder pushes out-of-scope demands.
Nina C.Dec 7, 2025Had almost this exact question on my exam last month and picked D because the SOW is the contract truth, not whatever a stakeholder decides they want after the fact. The trap is A, which sounds proactive, but you reference the agreed-upon scope before escalating anything.
Wei W.Dec 15, 2025Confirmed D. The SOW is the agreed source of truth here, and pointing the stakeholder back to it keeps the conversation grounded in what was actually contracted rather than turning it into a scope negotiation.