PRODUCT UPGRADE & CUSTOMER PROBLEM
SOLVING
Business English Speaking Project
🎯 By the end of this project, you will be able to:
• Present an upgraded product or service in English
• Handle customer complaint situations professionally
• Use confidently: Comparative adjectives, business vocabulary, purchasing problems
PART 1 – PRODUCT UPGRADE PRESENTATION
You are a company representative. Your company has just upgraded a product. Give a short
presentation covering at least 5 improvements.
Choose one product:
Product ideas
Business laptop Mobile banking app
Delivery app Smart watch
Company website Customer service system
Security software
Speech structure:
Section Example
Opening "Today, we would like to introduce our upgraded
product."
Product name "Our product is called SmartWork Laptop X2."
Old problem "The previous version was slow and heavy."
Upgrade 1 "The design is more modern."
Upgrade 2 "The battery life is longer."
Upgrade 3 "The system is more secure."
Upgrade 4 "The user experience is better."
Upgrade 5 "It offers better value for money."
Conclusion "Overall, this product is more convenient and reliable."
Target Vocabulary – use at least 8 words:
design features battery life
speed USP user experience
value for money weight security software
memory more efficient more reliable
more convenient more secure more user-friendly
more flexible more stable product life
📝 Speech Template – Part 1:
Fill in the blanks
Product name Our product is ___________________________
Old problem The previous version was
___________________________
Upgrade 1 First of all, the new version is more ______________
than before.
Upgrade 2 It is also more ______________ and more
______________.
Upgrade 3 We have improved/d/ the ______________ to help
users ______________. and longer battery life.
N: design TO BE MORE MORDEN and the battery life
to BE LONGER.
Upgrade 4 In addition, we have added new ______________.
Upgrade 5 Finally, we have upgraded the ______________.
Conclusion Overall, this product is more ______________, more
______________, and better for office workers.
PART 2 – CUSTOMER PROBLEM SOLVING ROLE PLAY
One student plays the Customer, one plays the Company Staff. The customer calls to complain and
requests a solution.
Student A – Customer
Choose one situation:
Situation Problem
1 You received the wrong model.
2 The goods arrived damaged.
3 Some items are missing.
4 The shipment was delayed.
5 The delivery status says "delivered", but you received nothing.
6 There are extra charges on the invoice.
You must:
• Give your order number
• Explain the problem
• Say why it is urgent
• Request a solution (replacement / refund / exchange / compensation)
Student B – Company Staff
• Greet the customer politely
• Ask for the order number
• Ask about the problem & apologize
• Offer a solution
• Confirm the next step
Useful Language:
Customer Company Staff
"Hello, I'm calling about my order." "Good morning. How can I help you today?"
"My order number is…" "Could you give me your order number,
please?"
"I received the wrong model." "I'm sorry for the inconvenience."
"This is urgent because I need it for work." "We can send a replacement."
"I would like a full refund." "We can arrange an exchange / process a
refund."
"Please solve this as soon as possible." "Thank you for your patience."
Target Vocabulary – use at least 6 words:
wrong model damaged goods missing items
lost package delayed shipment quality issue
order number invoice delivery status
refund request exchange request replacement
full refund compensation extra charges
send a technician send a truck urgent
📝 Role Play Template – Part 2:
Fill in the blanks
Order number My order number is _______________.
Problem I received / found / noticed _______________.
More details Also, _______________.
Urgency This is urgent because _______________.
Customer request I would like a _______________.
Company solution We can _______________.
Confirmation We will _______________ as soon as possible.
SPEAKING RUBRIC – 10 POINTS
Criteria (2 pts each) Description
Vocabulary use Uses business & purchasing vocabulary correctly
Grammar Uses comparative adjectives and clear sentence
structures
Fluency Speaks smoothly with limited pauses
Task completion Covers all required parts of each section
Interaction Asks and answers naturally in the role play
Timing:
• Part 1: 2–3 minutes per group
• Part 2: 3–4 minutes per pair