BEN-EMAIL: Professional Emails & Writing

What you will learn in BEN-EMAIL

• Reports and Proposals
• Delivering Bad News and Handling Complaints
• Making Requests and Responding
• Writing Clear Professional Emails

Free BEN-EMAIL study-note previews

• Formal vs Informal Email Register
• Opening and Closing Professional Emails

Free BEN-EMAIL practice questions

A sample of 5 questions from the BEN-EMAIL question bank, with the answer and explanation for each. Try answering before you open the answer.

1. Question 1

   A colleague has not responded to your email for 5 days. Which follow-up phrase is professional without being aggressive?

   • AI am following up on the message below because the project report is now overdue. Please confirm why I have not received a response and send the completed report as soon as possible.
   • BI just wanted to check if you had a chance to review my email from last week regarding the project update.
   • CWhy have you not replied to my email?
   • DI am emailing again because you ignored my previous message.
   Show answer and explanation

   Correct answer: B — I just wanted to check if you had a chance to review my email from last week regarding the project update.

   A gentle follow-up assumes good intentions — the person may have been busy or missed the email. "I just wanted to check if you had a chance to review..." gives them a face-saving reason for not responding while clearly indicating you need a reply.

   Why the other options are wrong

   • A: The request is clear, but it assumes fault and asks the colleague to justify the delay rather than using a face-saving, good-intent follow-up.
   • C: Too confrontational. Directly asking why someone has not replied sounds accusatory and damages the relationship.
   • D: Accusing someone of ignoring you is unprofessional. They may have been busy, travelling, or the email may have been missed.

2. Question 2

   You need to send a formal email to a client you have never met. Which greeting is MOST appropriate?

   • AHi there,
   • BDear Mr Thompson,
   • CHey James,
   • DTo Whom It May Concern,
   Show answer and explanation

   Correct answer: B — Dear Mr Thompson,

   Dear Mr Thompson is the correct formal greeting when you know the recipients name but have not met them. Use Dear + title (Mr/Ms/Dr) + surname. After the relationship is established, you may move to Dear James or Hi James.

   Why the other options are wrong

   • A: Too informal for first contact with a client. Hi there is suitable for colleagues you know well.
   • C: Far too casual for a client you have never met. Hey is only for close friends or very informal workplaces.
   • D: Too impersonal when you know the persons name. Use Dear + title + surname for named recipients.

3. Question 3

   Which sign-off is appropriate for a formal email to a client whose name you know?

   • ACheers,
   • BYours faithfully,
   • CKind regards,
   • DLove,
   Show answer and explanation

   Correct answer: C — Kind regards,

   Kind regards is the most versatile professional sign-off. It works for both formal and semi-formal emails when you know the recipients name. Yours sincerely is more formal (for very important correspondence). Best regards is slightly less formal but also acceptable.

   Why the other options are wrong

   • A: Too informal for a client email. Cheers is only appropriate for internal colleagues in casual environments.
   • B: Yours faithfully is used when you do NOT know the recipients name (paired with Dear Sir/Madam).
   • D: Never appropriate in business communication. Love is for personal messages only.

4. Question 4

   A client emails: "This is completely unacceptable. We were promised delivery by Monday and nothing has arrived." Which is the BEST opening line for your reply?

   • AI understand your frustration, and I sincerely apologise for the delay. Let me look into this immediately.
   • BI understand that the delay is frustrating. The courier did not complete the delivery as agreed, so the failure is outside our control. I suggest that you contact the courier directly for an updated arrival time.
   • CThank you for your email. I hope you are well.
   • DPlease calm down. These things happen sometimes.
   Show answer and explanation

   Correct answer: A — I understand your frustration, and I sincerely apologise for the delay. Let me look into this immediately.

   When responding to a complaint, follow the ACE model: Acknowledge the problem ("I understand your frustration"), apologise ("I sincerely apologise"), and commit to action ("Let me look into this immediately"). Never blame, minimise, or deflect before acknowledging.

   Why the other options are wrong

   • B: It acknowledges frustration, but immediately deflects responsibility and sends the client elsewhere instead of apologising and taking ownership of the response.
   • C: Starting with pleasantries when the client is clearly upset feels dismissive and tone-deaf. Match the urgency of their message.
   • D: Telling an upset client to "calm down" is condescending and will escalate the situation. Never minimise a client's concern.

5. Question 5

   You need to request a meeting with a senior manager you have not met before. Which email opening is MOST appropriate?

   • AHey, are you free for a quick chat this week?
   • BI am writing to request a meeting to discuss the Q3 procurement review. Would any of the following times be convenient for you?
   • CWe need to meet. When are you available?
   • DI hope this email finds you well. I was wondering if perhaps there might be a possibility to maybe arrange a meeting at some point?
   Show answer and explanation

   Correct answer: B — I am writing to request a meeting to discuss the Q3 procurement review. Would any of the following times be convenient for you?

   When requesting a meeting with someone senior: (1) State the purpose clearly — what will be discussed, (2) Propose specific times — do not make them do the work, (3) Use polite but confident language — "Would any of the following times be convenient?" is polite without being vague.

   Why the other options are wrong

   • A: Too casual for a first-time email to a senior manager. "Hey" and "quick chat" undermine professional credibility.
   • C: Too direct and demanding for a first interaction with a senior person. Does not explain the purpose of the meeting.
   • D: Over-hedging ("perhaps," "might," "maybe," "at some point") makes you sound uncertain and wastes the reader's time. Be clear and polite, not vague.

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