The Scope Expander Buyer
VP Customer Experience who keeps expanding deal scope after price is agreed, assuming the vendor will absorb the additions.
17 min
Duration
About this persona
Patricia Lane agreed to a price. Now she keeps adding things. Not out of malice, but because in her mind the deal price represents a partnership commitment, and partnerships are supposed to be flexible. Every new requirement she surfaces feels reasonable to her in isolation. Cumulatively, she has expanded the scope by 40% without acknowledging that scope changes require price changes. Getting through Patricia requires drawing a clear line between partnership and unlimited obligation, while maintaining the warmth that makes the deal worth keeping.
Scenario
The contract is signed. Implementation has started. Patricia has just introduced the third significant addition to scope that was not in the original agreement. She presents each new requirement as obviously included.
Skills tested
- scope management
- contract discipline
- maintaining warmth while holding the line
- documenting additions without accusation
- change order negotiation
What you'll practice
- How to hold scope without destroying a relationship
- The language of change orders that does not sound adversarial
- How to make the customer feel heard while still protecting the vendor
- When to escalate scope creep versus absorb it
Personality traits
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