What do you do when someone is scared of a computer?

Not everyone can or should be a customer.

Do you have a hard copy version of your product (is that even appropriate) that you can provide instead?

Otherwise it may serve both you and the prospect to say "this product is probably not right for you"

Just wondering ...

IF this is an online product how did this - non-computer/internet aware - person even find you or the product?

I suggest they visit the newbieclub.com and read up a bit on how the internet works....before they begin buying anything online.

I once had a client that didn't know webpages could scroll. She was ranting and fuming about websites that are "cut off" and she can't read the sentence at the bottom and the pictures are cut off, too. She wanted me to rebuild her website so it's not cut off.

Finally figured out (after listening to the rant) that she didn't realize she could scroll the page. So I told her to put her mouse on the grey bar at the right of her screen and drag it downwards. Then there was this shriek of "OH MY GAWWWWDD!" and then she started to laugh.

I have NO idea what to tell you. But, I can relate. I'm laughing...

I worked for government (IT support) for 9 years.

I could spend all night telling you stories that would leave you shaking your head.

This reminds me of an old story from the early days of computers. Supposedly this was a real conversation with a WordPerfect tech support technician:

Caller: Hi, I was typing along on my computer and it just suddenly stopped working.
Tech: Can you see anything on the screen? Is there a C:/> prompt?
Caller: What's a sea prompt?
Tech: Can you check if the cable from the monitor is still connected to the computer?
Caller: Just a sec...it's kind of hard to see because the lights are out.
Tech: why are the lights out?
Caller: Because there's a power outage.
Tech: A power outage. I see. Tell me, do you still have the box the computer came in?
Caller: Yes.
Tech: Good. Go ahead and pack up the computer in the box and bring it back to the store you bought it from.
Caller: Is it that bad?
Tech: Yes. Tell them you're too stupid to own a computer.

That story always gives me a laugh, even all these years later. I also remember fondly the story of the guy who complained that his cup holder broke and he wanted a new one (the CD tray cracked after holding a rather heavy mug) and the guy who couldn't understand why his fax wasn't going through when he held it up to the screen and clicked fax.

Ah, the old days...

Eric

I have been in the industry for about 31 years or so. I STILL don't really know how to respond. I DOUBT kays suggestion would help and isn't that like a VHS tape telling you how to use a video player? And a book on computers? Seriously, how many explain upload and download?

I mean you COULD say something like, imagine the computer is above you, and you want something from it. You have to get it down, that is download. You want to put something up there it is UPLOAD. Some people put computers on pedestals anyway, so THAT part is easy to remember.

But such people can ask a LOT of dumb questions, and be slow to learn such things.

Steve

I like some of the suggestions made here. See, many people can only read and send email. And that is it (my mom is like that). If you can send a hard copy, do that. If the content is what they want, get it to them somehow.

For me, it means a lot when someone goes out of their way to help me overcome an obstacle. Perhaps pointing them to some YouTube tutorials on basic internet use... downloading etc. If it is not necessary for them to really know the internet to enjoy your product, why stress you both out trying to explain it.

I'd just put the product on CD and mail it to them.

Good luck!!!

Joymarino you are right on the button!

For many of of my products, i.e. downloadable e-books, I offer the option of sending a CD.

Some of my customers don't know how to download e-books onto their computer.

And some of them just prefer to have a physical product in their hands.

I charge a nominal fee ($3-$5) for shipping and handling.

They are very happy with the product. And I'm happy because I made a sale and possibly a long-term customer.

You need to treat all of your potential customers well and in the long run, they will remember you for it.

I agree, getting the product into a CD sounds like its the best way to go. It'll show the customer that your actually willing to try to accommodate her. Which is good for you in the long run