A vendor project manager is rolling out a software solution organization-wide. A customer stakeholder who wasn't present during the sales process demands out-of-scope requirements be implemented without extra cost. What should the project manager do next?

The correct answer is to refer the stakeholder to the SOW's delivery specifications. The Statement of Work (SOW) is a legally binding document that defines the project's scope, deliverables, and terms. As a vendor project manager, your primary responsibility is to deliver according to the agreed-upon SOW. New, out-of-scope requirements, especially those demanded without additional cost, directly contradict the SOW. Referring the stakeholder to this document clarifies what was agreed upon and sets the stage for a formal change request process if the customer still wishes to pursue these requirements. Escalating to executive leadership prematurely might bypass established change control processes. Adjusting baselines without formal approval or a change request would be unauthorized scope creep. Implementing all requested requirements without a change order would lead to scope creep, cost overruns, and potential legal issues for the vendor.