PMP Process — Managing Technical Aspects Practice Question
During the closure phase of a project, the customer is satisfied with the deliverables but refuses to sign the formal acceptance document, citing minor issues that were not part of the original scope. What should the project manager do FIRST?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Meet with the customer to understand the concerns and negotiate a path to acceptance
The PM should first attempt to resolve the minor issues through negotiation and follow the project's change control process if needed. Formal acceptance is crucial for project closure, so the PM should work with the customer to address concerns without gold-plating.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Meet with the customer to understand the concerns and negotiate a path to acceptance
Why this is correct
In the closure phase, formal acceptance is critical. Meeting with the customer directly allows the project manager to actively listen to their specific concerns, clarify any misunderstandings regarding project deliverables, and collaboratively identify potential solutions or minor adjustments within the project's scope. This direct engagement is the most effective first step to negotiate a mutually agreeable path towards obtaining the necessary final sign-off, ensuring project closure is complete and successful.
- ✗
Escalate the issue to the project sponsor immediately
Why it's wrong here
Escalating to the project sponsor immediately is premature and bypasses the project manager's primary responsibility to manage stakeholder expectations and resolve issues at the lowest possible level. The project manager should first attempt direct communication and negotiation with the customer to understand and address their concerns. Only if these direct efforts fail to yield a resolution should the issue be escalated to the sponsor for higher-level intervention or decision-making.
- ✗
Accept the refusal and close the project without formal sign-off
Why it's wrong here
Closing a project without formal customer sign-off is highly detrimental and violates proper project closure procedures. This action leaves the project vulnerable to future disputes, potential liability claims, and an incomplete transfer of ownership or operational responsibility. Formal acceptance is a critical deliverable that confirms the project met its objectives and contractual obligations, preventing ambiguity and ensuring all parties acknowledge successful completion.
- ✗
Instruct the team to fix the minor issues free of charge to obtain sign-off
Why it's wrong here
Instructing the team to fix issues free of charge without formal change control constitutes gold-plating, which is an undesirable practice in project management. Any additional work, even for minor issues, that falls outside the agreed-upon scope or quality standards should be formally reviewed and approved through the change control process. Performing such work without proper authorization can lead to scope creep, unbudgeted costs, and setting a precedent for future uncompensated work.
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Introduction to the PMP Exam and Project Management Basics
Key term
Change Control Process
A formal, structured procedure used to manage any changes to a project's scope, schedule, budget, or requirements, ensuring every modification is reviewed, approved, tested, and documented before implementation.
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Same concept, more angles
2 more ways this is tested on PMP
These questions test the same concept from different angles. Work through them to make sure you can recognise it however the exam phrases it.
Variation 1. During project closure, the customer is satisfied with the deliverables and has signed off. However, the project team has not completed the lessons learned documentation. Which TWO actions should you take?
easy- A.Proceed to close the project and archive the documents without lessons learned
- B.Delay project closure until lessons learned are completed
- ✓ C.Document the lessons learned based on your own observations and interview key stakeholders
- D.Close the project and submit lessons learned later
- ✓ E.Facilitate a lessons learned session with the team before final closure
Why C: Options C and E are correct because lessons learned should be documented as part of project closure. While the customer has signed off, the project is not fully closed until administrative closure is complete, which includes capturing lessons learned. Option C allows you to gather lessons learned through your own observations and interviews, ensuring key knowledge is captured even if the team hasn't completed documentation. Option E involves facilitating a session with the team, which is the best practice for comprehensive knowledge capture before final closure. Options A and D are incorrect because they ignore or postpone lessons learned, missing the opportunity for organizational improvement. Option B is incorrect as delaying closure solely for lessons learned is inefficient; closure can proceed while lessons learned are collected in parallel.
Variation 2. During a project closure phase, you realize that several deliverables were completed but not formally accepted by the customer. The contract requires signed acceptance for each deliverable. What should you do first?
hard- A.Inform the sponsor that the project is complete and request closure approval
- B.Document lessons learned and then close the project
- C.Archive the project records and close the project as the work is complete
- ✓ D.Schedule a meeting with the customer to obtain formal acceptance of the outstanding deliverables
Why D: The first and most critical step is to obtain formal acceptance of the outstanding deliverables from the customer. Without signed acceptance, the project cannot be considered closed per the contract. Option A is incorrect because informing the sponsor before resolving the acceptance issue would be premature. Option B is incorrect because lessons learned should be documented later, after acceptance, and closing without acceptance violates contractual requirements. Option C is incorrect because archiving records and closing without acceptance is not allowed.
JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This PMP practice question is part of Courseiva's free PMI certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the PMP exam.