I used to be a software developer who also did technical support for a highly niche market (churches). After several minutes of going through the application with one of the church ladies, we get to this point in the conversation:
Me: Ok, now use the left arrow key to go to the beginning of the line.
Client: You mean the Enter key?
Me: No, ma’am, the left arrow key?
Client: You mean the Backspace key?
Me: No, ma’am, the left arrow key.
Client: I don’t have a left arrow key.
Me: You don’t have a left arrow key? Do you see the Enter key?
Me: Now move your finger down one row, and over to the right a little bit and you should see four arrow keys.
Client: Oh, you mean the left arrow key!