Scenario 1: A student planning to attend a local university in the fall has been told to purchase word processing software for an English class. He is currently looking to buy Word but wants to know the major functions of the Software.

My general approach for this scenario would be to start the call by explaining exactly what word processing is to the gentleman. A word processor or word processing software is used to create documents. It allows you to edit, publish, or print many types of documents, including HTML, plain text, rich text, and a variety of other document types.
Following the explanation of basic word processing, I would then continue on by explaining a few of the many functions of Microsoft Word has to offer. Microsoft Word allows the user to cut, copy, and paste within the document. This software also provides the user with the option to add images, objects, or pictures into a document. Microsoft Word comes with many “stock” images (Clip Art) that you can choose from, or, you can embed any image you would like into a Word document. You are also able to find, search, and replace words in a document using one of the many tools available in the toolbar/ribbon located at the top of your documents. One of my favorite tools is the thesaurus, which is provided within the Review tab. You simply highlight the word you want, click on the thesaurus tab, which opens a window to the left of your document, and provides the user with a list of synonyms for said word. A few other options include password protecting sensitive documents, merging multiple documents into one, converting documents of other formats, such as PDF, into Word documents.
In order to ensure the student is able to follow along and understand what I am saying I would speak slowly and clearly. I would also prompt the student to ask questions along the way, as well ask him questions to make