I work as a tech support agent... here's a sample of one of my calls.
Customer: I'm trying to install the software and i've been waiting for the software to download from the internet for over an hour now. It's been stuck at 54% for an hour now"
Techsupport (me): Ok so have you connected the printer to your
Customer: No, I've only stuck in this disc you guys gave me.
Techsupport: Ok, thats great. Do you see anything else on your screen?
Customer: Yes there's this window that says "Next" on it.
Techsupport: Ok click "Next".
Customer: Ok now it says "Access agreement"
Techsupport: Ok click on accept then keep hitting next.
..... eventually the customer clued in.