I know this but to explain it to people who are my age or younger is um...frustrating. 30's in America....we all grew up with this tech one way or another. It's sort of like buying a car but not having the key mentality to me.
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If they do not understand the term in the language of technology you should use a simple language or imagery that is easy to understand by them, may be an example that is slightly related to the problem of the phone.