Therein lies your problem. You speak of “terms” , you speak in initials, and you speak of “bars”. You do not speak in plain English.
You say you work for a web hosting company, so I suppose you expect questions from the techies who designed their company’s web site. But it sounds to me that you are getting questions from non-techies who are simply using the site, and didn’t design it. You need to speak in plain English, ,not computerese.
instead of
*1. Do you know what an ISP is and does *
try saying this:
“which company do you pay to hook your computer to rest of the world?”
2.Do you you know what I mean when I ask “what email client do you use?”
oops–computerese! In the English language, a client is a person who pays for something.
try saying this:
which program do use to read your email?
- Do you know the difference between POP email and Web-based email?*
try saying this:
“do you know if you can read your emails from any computer, say, at a public library?”
3. Do you have an anti-virus program? If so, do you know how to disable it?
thank you, ziperj for speaking English–I bet your customers answer this question more easily than the first two.
4. Do you know what a browser is?
oops!-more computerese…In the English language, a browser is a woman in the aisle of a dress shop.
Try saying " when you use the internet, which progam do you point at and click on? Is it the little picture of the blue letter e?
Do you know where the “address bar” is?
try saying: ma’am, do you know where to type in the name of a web site? If I ask you to type “www.cnn.com”, are you typing it in a white box with the word “address” on the left, or are you accidently typing it in a space with the word “search” or “go” next to it?
(yes, lots of folks don’t know the difference between a browser and a search engine.Somebody set their home page to google or msn,so they start typing in the first place they see–which may be the search line, not the address line)
5. Do you know what a URL is?
try saying “the web site address” --don’t use initials when speaking to non-specialists.
*Domain name? Web address? *
I know that there are 3 or 4 levels of domain names, but I don’t know what they are, and most importantly–I don’t care. I just want to open the straightdope or my favorite porn site 
and see my information. Your clients are the same. Ask them to read you the name of their site by saying "look at the top of your screen for a line starting “http”
6. Do you know that not all Web site addresses start with www?
yes, I know this. But I have no idea why. For me, the internet is the same as the web. I don’t care if email , ftp,discussion groups, etc are technically separate elements. And your clients probably don’t know or care either.
7. Do you know the difference between an “image file” and a document with an image in it?
the word “file” is not intuitive! A file is a physical thing in a manilla envelope.
an anecdote:
I just emailed some family pictures to some not-so-elderly relatives, who use the internet a lot and own a digital camera. I told them to “save the files”, and they said “what files? I thought you were sending us photos from your camera”.
I laughed out loud, but realized: there is some logic to their ignorance. They see jpg pictures listed on the screen as a thumbnail images. They see their Word documents listed as named entities. They never use the word “file”.
8. Do you know (on a PC) what I mean when I say “right-click”? How about “double-click”?
I have explained these concepts a dozen times to (mostly elderly) people, and I get angry every time I have to repeat myself.
But try saying:
“click with the mouse, but not necessarily with your first finger–make sure you click the button on the right”
and for “double click” , try saying,“make two quick clicks, one right after the other”
(yes, people are that stupid. deal with it. )