Document:

POORE BROTHERS, INC. 1995 STOCK OPTION PLAN
                      (AS AMENDED THROUGH OCTOBER 6, 1999)

         1.  PURPOSE.  The Poore  Brothers,  Inc.  1995 Stock  Option  Plan (the
"Plan") is intended to provide  incentives  which will attract and retain highly
competent  persons as directors,  officers and key employees of Poore  Brothers,
Inc. (the  "Company") and its  subsidiaries by providing them  opportunities  to
acquire shares of Common Stock,  par value $.01 per share ("Common  Stock"),  of
the Company.

         2. ADMINISTRATION.  The Plan will be administered by a committee of the
Board of  Directors  (the  "Committee")  which shall be comprised of one or more
directors who shall be  ineligible to receive  options while serving as a member
of the  Committee;  PROVIDED,  HOWEVER,  that if the Common Stock of the Company
becomes  registered  under the Securities  Exchange Act of 1934, as amended (the
"1934 Act"),  members of the  Committee  must qualify as  disinterested  persons
within the  meaning  of Rule 16b-3  under the 1934 Act;  and  PROVIDED  FURTHER,
HOWEVER,  that,  in the absence of a Committee,  all of the authority and powers
granted to the  Committee  under the Plan may be exercised  by the  then-serving
members of the Board of Directors of the Company.  The Committee is  authorized,
subject to the provisions of the Plan, to establish  such rules and  regulations
as it deems  necessary  for proper  administration  of the Plan and to make such
determinations  and  interpretations  and to take such action in connection with
the  Plan  as  it  deems  necessary  or  advisable.   All   determinations   and
interpretations  made by the  Committee  shall be binding and  conclusive on all
participants and their legal representatives.  No member of the Board, no member
of the  Committee  and no employee of the Company or its  subsidiaries  shall be
liable for any act or failure to act hereunder,  by any other member or employee
or by an agent to whom duties in connection with the administration of this Plan
have been delegated or, except in circumstances  involving his bad faith,  gross
negligence or fraud, for any act or failure to act by the member or employee.

         3. PARTICIPANTS.  Participants will consist of such directors, officers
and key  employees of the Company or its  subsidiaries  as the  Committee in its
sole discretion  determines to be significantly  responsible for the success and
future  growth and  profitability  of the  Company  and whom the  Committee  may
designate from time to time to receive Stock Options under the Plan. Designation
of a participant  in any year shall not require the Committee to designate  such
person to  receive a Stock  Option in any other  year or,  once  designated,  to
receive the same type or amount of Stock Option as granted to the participant in
any year.  The Committee  shall  consider such factors as it deems  pertinent in
selecting  participants  and  in  determining  the  type  and  amount  of  their
respective Stock Options.

         4. SHARES  RESERVED UNDER THE PLAN. Two Million  (2,000,000)  shares of
authorized but unissued shares of Common Stock are reserved for issue and may be
issued in  connection  with Stock  Options  granted  under the Plan.  Any shares
subject to Stock Options or issued under such options may  thereafter be subject
to new options under this Plan if there is a lapse, expiration or termination of
any such  options  prior to issuance of the shares or if shares are issued under
such options and  thereafter  are  reacquired by the Company  pursuant to rights
reserved by the Company upon issuance  thereof,  subject to any  Securities  and
Exchange  Commission  rules  regarding  the  availability  of  such  shares,  if
applicable.

         5.  STOCK  OPTIONS.  Stock  Options  will  consist  of awards  from the
Company,  in the form of agreements,  which will enable the holder to purchase a
specific  number of shares of Common Stock, at set terms and at a fixed purchase
price,  subject to  adjustment  as  hereinafter  provided.  Stock Options may be
"incentive  stock  options"  within the meaning of Section  422 of the  Internal
Revenue  Code  ("Incentive  Stock  Options")  or  Stock  Options  which  do  not
constitute Incentive Stock Options ("Nonqualified Stock Options"). The Committee
will have the authority to grant to any  participant one or more Incentive Stock
Options,  Nonqualified Stock Options, or both types of Stock Options. Each Stock
Option shall be subject to such terms and conditions consistent with the Plan as
the  Committee  may  impose  from  time  to  time,   subject  to  the  following
limitations:

              a) EXERCISE PRICE.  Each Stock Option granted hereunder shall have
such  per-share  exercise  price as the  Committee  may determine at the date of
grant; PROVIDED,  HOWEVER, that the per-share exercise price for Incentive Stock
Options shall not be less than 100% of the Fair Market Value of the Common Stock
on the date the option is granted;  and  PROVIDED,  FURTHER,  that the per-share
exercise price for Nonqualified  Stock Options shall not be less than 85% of the
Fair Market Value of the Common Stock on the date the option is granted.
<PAGE>
              b) PAYMENT OF EXERCISE  PRICE.  The option  exercise  price may be
paid by check or, in the discretion of the Committee,  by the delivery of shares
of Common Stock, or a combination  thereof,  or such other  consideration as the
Committee may deem appropriate.

              c) EXERCISE PERIOD.  Stock Options granted under the Plan shall be
exercisable  at such time or times and subject to such terms and  conditions  as
shall be determined by the Committee;  PROVIDED,  HOWEVER, that no Stock Options
shall be exercisable earlier than six months after the date they are granted. In
addition,  Stock Options shall not be exercisable later than ten years after the
date they are granted.  All Stock Options shall  terminate at such earlier times
and  upon  such  conditions  or  circumstances  as the  Committee  shall  in its
discretion set forth in such Stock Option at the date of grant.

              d) LIMITATIONS ON INCENTIVE STOCK OPTIONS. Incentive Stock Options
may be granted only to  participants  who are employees of the Company or one of
its  subsidiaries  (within the meaning of Section 424(f) of the Internal Revenue
Code) at the date of grant.  The aggregate  Fair Market Value  (determined as of
the time the  option is  granted)  of the  Common  Stock  with  respect to which
Incentive  Stock  Options are  exercisable  for the first time by a  participant
during any  calendar  year  (under all option  plans of the  Company)  shall not
exceed  $100,000.00.   Incentive  Stock  Options  may  not  be  granted  to  any
participant  who,  at the  time of  grant,  owns  stock  possessing  (after  the
application  of the  attribution  rules of Section 424(d) of the Code) more than
10% of the total  combined  voting power of all classes of stock of the Company,
unless the option  price is fixed at not less than 110% of the Fair Market Value
of the  Common  Stock on the date of grant and the  exercise  of such  option is
prohibited  by its terms  after the  expiration  of five  years from the date of
grant of such option.

         6. ADJUSTMENT PROVISIONS.

              a) If the  Company  shall at any time  change the number of issued
shares of Common  Stock  without new  consideration  to the Company  (such as by
stock  dividend,  stock  split,  recapitalization,  reorganization,  exchange of
shares,  liquidation,   combination  or  other  change  in  corporate  structure
affecting  the Common  Stock),  the total number of shares  available  for Stock
Options under this Plan shall be appropriately adjusted and the number of shares
covered by each  outstanding  Stock  Option  and the  reference  price  shall be
adjusted so that the net value of such Stock Option shall not be changed.

                   (1) In the case of any sale of assets, merger, consolidation,
combination or other corporate  reorganization  or  restructuring of the Company
with or into another  corporation which results in the outstanding  Common Stock
being  converted  into or  exchanged  for  different  securities,  cash or other
property,  or  any  combination  thereof  (an  "Acquisition"),  subject  to  the
provisions of this Plan and any limitation  applicable to the Stock Option,  any
participant  to whom a Stock  Option  has been  granted  shall  have  the  right
thereafter  and during the term of the Stock  Option,  to receive upon  exercise
thereof in whole or in part the  Acquisition  Consideration  (as defined  below)
receivable  upon the  Acquisition  by a holder of the number of shares of Common
Stock  which  might have been  obtained  upon  exercise  of the Stock  Option or
portion thereof, as the case may be, immediately prior to the Acquisition.

         The term "Acquisition  Consideration" shall mean the kind and amount of
securities,  cash or other  property or any  combination  thereof  receivable in
respect of one share of Common Stock upon consummation of an Acquisition.

              (b)   Notwithstanding  any  other  provision  of  this  Plan,  the
Committee  may  authorize  the  issuance,  continuation  or  assumption of Stock
Options or provide for other equitable  adjustments  after changes in the Common
Stock  resulting  from  any  other  merger,   consolidation,   sale  of  assets,
acquisition  of property or stock,  recapitalization  reorganization  or similar
occurrence  upon  such  terms  and  conditions  as it  may  deem  equitable  and
appropriate.

         7. NONTRANSFERABILITY.

              a) Each Stock Option granted under the Plan to a participant shall
not be transferable and shall be exercisable, during the participant's lifetime,
only by the participant.

              b) If the  participant  shall  cease to be either a director  or a
regular  full-time  employee of the Company or its  subsidiaries  for any reason
other than a  termination  for cause or a  termination  by reason of death,  any
unexercised  portion of said Stock Option shall  terminate sixty (60) days after
the date of the  termination of employment,  or upon the expiration of the Stock
Option, whichever shall first occur.

                                       2
<PAGE>
              c) If the event that the  participant's  employment  is terminated
for  cause,  the  unexercised  portion  of  the  Stock  Option  shall  terminate
immediately upon the giving of the notice of such  termination.  For purposes of
this  paragraph,   "for  cause"  shall  mean  incompetence,   gross  negligence,
insubordination, conviction of a felony or willful misconduct by the participant
as  determined  in good  faith by the Board of  Directors  of the  Company,  the
Committee or the Board of Directors  of the  subsidiary  of the Company by which
the participant is employed. Nothing in this Plan or in any Stock Option granted
pursuant to this Plan shall confer on any  participant  the right to continue in
the employ of the Company or any of its  subsidiaries,  or  interfere in any way
with the  right of the  Company  or any of its  subsidiaries  to  terminate  the
participant's employment at any time.

              d) In the event of the death of the participant, the participant's
estate shall have the privilege of exercising any Stock Options not  theretofore
exercised by the participant, to the extent that the participant was entitled to
exercise such rights on the date of the participant's  death; but in such event,
the period of time within  which the  purchase or exercise  may be made shall be
the earlier of (a) 180 days next  succeeding the death of the participant or (b)
the expiration of the term of the Stock Option.

         8. OTHER  PROVISIONS.  The award of any Stock Option under the Plan may
also be subject to such other provisions (whether or not applicable to any Stock
Option  awarded  to  any  other   participant)   as  the  Committee   determines
appropriate,  including  without  limitation,  provisions  for  the  installment
purchase  of  Common  Stock  under  Stock  Options,  provisions  to  assist  the
participant  in financing the  acquisition  of Common Stock,  provisions for the
forfeiture of, or restrictions on resale or other disposition of shares acquired
under  any  form  of  Stock  Option,   provisions   for  the   acceleration   of
exercisability  or vesting of Stock  Options in the event of a change of control
of the  Company,  provisions  for the  payment of the value of Stock  Options to
participants in the event of a change of control of the Company,  provisions for
the  forfeiture  of, or provisions  to comply with federal and state  securities
laws, or  understandings  or conditions  as to the  participant's  employment in
addition to those specifically provided for under the Plan.

         9. FAIR MARKET  VALUE.  For purposes of this Plan and any Stock Options
awarded  hereunder,  "Fair Market Value" shall be the average of the highest and
lowest sale prices for the Company's Common Stock on the date of calculation (or
on the last preceding  trading date if the Company's Common Stock was not traded
on the date of calculation) if the Company's Common Stock is readily tradable on
a national  securities  exchange or other market  system,  and if the  Company's
Common  Stock is not readily  tradable,  Fair Market Value shall mean the amount
determined in good faith by the Committee as the fair market value of the Common
Stock of the Company.

         10.  WITHHOLDING.  All payments or  distributions  made pursuant to the
Plan shall be net of any amounts required to be withheld  pursuant to applicable
federal, state and local tax withholding  requirements.  If the Company proposes
or is required to distribute  Common Stock  pursuant to the Plan, it may require
the  recipient  to  remit  to  it an  amount  sufficient  to  satisfy  such  tax
withholding  requirements  prior to the  delivery of any  certificates  for such
Common Stock.  The Committee may, in its discretion and subject to such rules as
it may adopt, permit a participant to pay all or a portion of the federal, state
and local  withholding  taxes  arising  in  connection  with the  exercise  of a
Nonqualified  Stock  Option by election to have the Company  withhold  shares of
Common Stock having a Fair Market Value equal to the amount to be withheld.

         11. TENURE.  A  participant's  right,  if any, to continue to serve the
Company or a subsidiary  of the Company as an officer,  director,  employee,  or
otherwise,  shall not be enlarged or otherwise  affected by his designation as a
participant under the Plan.

         12.  DURATION,  AMENDMENT  AND  TERMINATION.  No Stock  Option shall be
granted  more than ten years  after the date of the  approval of the Plan by the
stockholders of the Company,  PROVIDED,  HOWEVER,  that the terms and conditions
applicable  to any Stock Option  granted  prior to such date may  thereafter  be
amended or modified by mutual agreement  between the Company and the participant
or such other  persons as may then have an  interest  therein.  Also,  by mutual
agreement  between the Company and a  participant  hereunder  or under any other
present or future  plan of the  Company,  Stock  Options  may be granted to such
participant in substitution  and exchange for, and in cancellation of, any Stock
Options previously granted such participant under the Plan, or any other present
or future plan of the Company.  The Board of  Directors  may amend the Plan from
time to time or terminate the Plan at any time. However, no action authorized by
this  paragraph  shall reduce the amount of any existing  Stock Option or change
the terms and conditions thereof without the participant's consent. No amendment

                                       3
<PAGE>
of the Plan shall,  without  approval of the  stockholders  of the Company,  (i)
materially  increase  the total  number of shares  which may be issued under the
Plan; (ii)  materially  increase the amount or type of Stock Options that may be
granted  under  the  Plan;  (iii)  materially  modify  the  requirements  as  to
eligibility  for Stock Options under the Plan;  (iv) result in any member of the
Committee  losing his or her status as a  disinterested  person under Rule 16b-3
under the 1934 Act; or (vi) extend the term of this Plan.

         13. GOVERNING LAW. The Plan, Stock Options granted hereunder and action
taken in connection  herewith shall be governed and construed in accordance with
the laws of the State of Delaware  (regardless  of the law that might  otherwise
govern under applicable Delaware principles of conflict of laws).

         14.  GOVERNMENT  REGULATIONS.  The Plan and the grant and  exercise  of
Stock Options  hereunder,  and the obligation of the Company to sell and deliver
shares under such Benefits,  shall be subject to all applicable  laws, rules and
regulations,  including  without  limitation  all  applicable  federal and state
securities laws.

         15.  STOCKHOLDER  APPROVAL.  The  Plan  was  adopted  by the  Board  of
Directors of the Company on May 25, 1995. The Plan and any Stock Options granted
thereunder shall be null and void if stockholder approval is not obtained within
twelve (12) months of the adoption of the Plan by the Board of Directors.<PAGE>   1

                                                                     EXHIBIT 4.1

                              AMENDED AND RESTATED
                         CERTIFICATE OF INCORPORATION OF
                                 ELOQUENT, INC.

        Abraham Kleinfeld hereby certifies that:

        ONE: The name of this corporation is Eloquent, Inc.

        TWO: The date of filing the original Certificate of Incorporation of
this corporation with the Secretary of State of the State of Delaware is March
29, 1995.

        THREE: He is the duly elected and acting President and Chief Executive
Officer of this corporation.

        FOUR: The Amended and Restated Certificate of Incorporation of this
corporation is hereby amended and restated to read as follows:

"

                                       I.

        The name of the Corporation is Eloquent, Inc. (the "Corporation").

                                       II.

        The address of the registered office of the Corporation in the State of
Delaware is:

                           The Prentice-Hall Corporation System, Inc.
                           1013 Centre Road
                           Wilmington, DE  19805
                           New Castle County

        The name of the Corporation's registered agent at said address is The
Prentice-Hall Corporation System, Inc.

                                      III.

        The purpose of the Corporation is to engage in any lawful act or
activity for which a corporation may be organized under the General Corporation
Law of the State of Delaware.

                                       IV.

        A. The Corporation is authorized to issue two classes of stock to be
designated, respectively, "Common Stock" and "Preferred Stock." The total number
of shares which the corporation is authorized to issue is 50,000,000 shares,
40,000,000 of which shall be Common

<PAGE>   2

Stock, each having a par value of one-tenth of one cent ($.001) and 10,000,000
of which shall be Preferred Stock, each having a par value of one-tenth of one
cent ($.001).

        B. The Preferred Stock may be issued from time to time in one or more
series. The Board of Directors is hereby authorized, by filing a certificate (a
"Preferred Stock Designation") pursuant to the Delaware General Corporation Law
("DGCL"), to fix or alter from time to time the designation, powers, preferences
and rights of the shares of each such series and the qualifications, limitations
or restrictions of any wholly unissued series of Preferred Stock, and to
establish from time to time the number of shares constituting any such series or
any of them; and to increase or decrease the number of shares of any series
subsequent to the issuance of shares of that series, but not below the number of
shares of such series then outstanding. In case the number of shares of any
series shall be decreased in accordance with the foregoing sentence, the shares
constituting such decrease shall resume the status that they had prior to the
adoption of the resolution originally fixing the number of shares of such
series.

                                       V.

        For the management of the business and for the conduct of the affairs of
the Corporation, and in further definition, limitation and regulation of the
powers of the Corporation, of its directors and of its stockholders or any class
thereof, as the case may be, it is further provided that:

             1. The management of the business and the conduct of the affairs of
the corporation shall be vested in its Board of Directors. The number of
directors which shall constitute the whole Board of Directors shall be fixed
exclusively by one or more resolutions adopted by the Board of Directors.

             2.     a. Subject to the rights of the holders of any series of
Preferred Stock to elect additional directors under specified circumstances,
following the closing of the initial public offering pursuant to an effective
registration statement under the Securities Act of 1933, as amended (the "1993
Act"), covering the offer and sale of Common Stock to the public (the "Initial
Public Offering"), the directors shall be divided into three classes designated
as Class I, Class II and Class III, respectively. Directors shall be assigned to
each class in accordance with a resolution or resolutions adopted by the Board
of Directors. At the first annual meeting of stockholders following the closing
of the Initial Public Offering, the term of office of the Class I directors
shall expire and Class I directors shall be elected for a full term of three
years. At the second annual meeting of stockholders following the Initial Public
Offering, the term of office of the Class II directors shall expire and Class II
directors shall be elected for a full term of three years. At the third annual
meeting of stockholders following the Initial Public Offering, the term of
office of the Class III directors shall expire and Class III directors shall be
elected for a full term of three years. At each succeeding annual meeting of
stockholders, directors shall be elected for a full term of three years to
succeed the directors of the class whose terms expire at such annual meeting.
During such time or times that the corporation is subject to Section 2115(b) of
the California General Corporation Law ("CGCL"), this Section 2.a of this
Article V shall become effective and be applicable only when the corporation is
a "listed" corporation within the meaning of Section 301.5 of the CGCL.

                                       2.
<PAGE>   3

                    b. In the event that the corporation (i) is subject to
Section 2115(b) of the CGCL AND (ii) is not a "listed" corporation or ceases to
be a "listed" corporation under Section 301.5 of the CGCL, Section 2.a. of this
Article V shall not apply and all directors shall be shall be elected at each
annual meeting of stockholders to hold office until the next annual meeting.

                    c. No person entitled to vote at an election for directors
may cumulate votes to which such person is entitled, unless, at the time of such
election, the corporation (i) is subject to Section 2115(b) of the CGCL and (ii)
is not a "listed" corporation or ceases to be a "listed" corporation under
Section 301.5 of the CGCL. During this time, every stockholder entitled to vote
at an election for directors may cumulate such stockholder's votes and give one
candidate a number of votes equal to the number of directors to be elected
multiplied by the number of votes to which such stockholder's shares are
otherwise entitled, or distribute the stockholder's votes on the same principle
among as many candidates as such stockholder thinks fit. No stockholder,
however, shall be entitled to so cumulate such stockholder's votes unless (i)
the names of such candidate or candidates have been placed in nomination prior
to the voting and (ii) the stockholder has given notice at the meeting, prior to
the voting, of such stockholder's intention to cumulate such stockholder's
votes. If any stockholder has given proper notice to cumulate votes, all
stockholders may cumulate their votes for any candidates who have been properly
placed in nomination. Under cumulative voting, the candidates receiving the
highest number of votes, up to the number of directors to be elected, are
elected.

Notwithstanding the foregoing provisions of this section, each director shall
serve until his successor is duly elected and qualified or until his death,
resignation or removal. No decrease in the number of directors constituting the
Board of Directors shall shorten the term of any incumbent director.

             3.     a. During such time or times that the corporation is subject
to Section 2115(b) of the CGCL, the Board of Directors or any individual
director may be removed from office at any time without cause by the affirmative
vote of the holders of at least a majority of the outstanding shares entitled to
vote on such removal; provided, however, that unless the entire Board is
removed, no individual director may be removed when the votes cast against such
director's removal, or not consenting in writing to such removal, would be
sufficient to elect that director if voted cumulatively at an election which the
same total number of votes were cast (or, if such action is taken by written
consent, all shares entitled to vote were voted) and the entire number of
directors authorized at the time of such director's most recent election were
then being elected.

                    b. At any time or times that the corporation is not subject
to Section 2115(b) of the CGCL and subject to any limitations imposed by law,
Section 3.a. above shall no longer apply and subject to the rights of the
holders of any series of Preferred Stock, the Board of Directors or any
individual director may be removed from office at any time (i) with cause by the
affirmative vote of the holders of a majority of the voting power of all the
then-outstanding shares of voting stock of the Corporation, entitled to vote at
an election of directors (the "Voting Stock") or (ii) without cause by the
affirmative vote of the holders of at least sixty-six and two-

                                       3.
<PAGE>   4

thirds percent (66 2/3%) of the voting power of all the then-outstanding shares
of the Voting Stock.

             4.     a. Subject to the rights of the holders of any series of
Preferred Stock, any vacancies on the Board of Directors resulting from death,
resignation, disqualification, removal or other causes and any newly created
directorships resulting from any increase in the number of directors, shall,
unless the Board of Directors determines by resolution that any such vacancies
or newly created directorships shall be filled by the stockholders, except as
otherwise provided by law, be filled only by the affirmative vote of a majority
of the directors then in office, even though less than a quorum of the Board of
Directors, and not by the stockholders. Any director elected in accordance with
the preceding sentence shall hold office for the remainder of the full term of
the director for which the vacancy was created or occurred and until such
director's successor shall have been elected and qualified.

                    b. If at the time of filling any vacancy or any newly
created directorship, the directors then in office shall constitute less than a
majority of the whole board (as constituted immediately prior to any such
increase), the Delaware Court of Chancery may, upon application of any
stockholder or stockholders holding at least ten percent (10%) of the total
number of the shares at the time outstanding having the right to vote for such
directors, summarily order an election to be held to fill any such vacancies or
newly created directorships, or to replace the directors chosen by the directors
then in offices as aforesaid, which election shall be governed by Section 211 of
the DGCL.

                    c. At any time or times that the corporation is subject to
Section 2115(b) of the CGCL, if, after the filling of any vacancy by the
directors, the directors then in office who have been elected by stockholders
shall constitute less than a majority of the directors then in office, then

                         (i) Any holder or holders of an aggregate of five
percent (5%) or more of the total number of shares at the time outstanding
having the right to vote for those directors may call a special meeting of
stockholders; or

                         (ii) The Superior Court of the proper county shall,
upon application of such stockholder or stockholders, summarily order a special
meeting of stockholders, to be held to elect the entire board, all in accordance
with Section 305(c) of the CGCL. The term of office of any director shall
terminate upon that election of a successor.

             5. Subject to paragraph (h) of Section 43 of the Bylaws, the Bylaws
may be altered or amended or new Bylaws adopted by the affirmative vote of at
least sixty-six and two-thirds percent (66-2/3%) of the voting power of all of
the then-outstanding shares of the Voting Stock. The Board of Directors shall
also have the power to adopt, amend, or repeal Bylaws.

             6. The directors of the corporation need not be elected by written
ballot unless the Bylaws so provide.

                                       4.
<PAGE>   5

             7. No action shall be taken by the stockholders of the corporation
except at an annual or special meeting of stockholders called in accordance with
the Bylaws, and following the closing of the Initial Public Offering, no action
shall be taken by the stockholders by written consent.

             8. Advance notice of stockholder nominations for the election of
directors and of business to be brought by stockholders before any meeting of
the stockholders of the corporation shall be given in the manner provided in the
Bylaws of the Corporation.

                                       VI.

        A. A director of the Corporation shall not be personally liable to the
Corporation or its stockholders for monetary damages for any breach of fiduciary
duty as a director, except for liability (1) for any breach of the director's
duty of loyalty to the Corporation or its stockholders, (2) for acts or
omissions not in good faith or which involve intentional misconduct or a knowing
violation of law, (3) under Section 174 of the DGCL, or (4) for any transaction
from which the director derived an improper personal benefit. If the DGCL is
amended after approval by the stockholders of this Article VI to authorize
corporate action further eliminating or limiting the personal liability of
directors, then the liability of a director shall be eliminated or limited to
the fullest extent permitted by the DGCL, as so amended.

        B. The Corporation is authorized to provide indemnification of agents
(as defined in Section 317 of the CGCL) for breach of duty to the corporation
and its shareholders through bylaw provisions or through agreements with the
agents, or through shareholder resolutions, or otherwise, in excess of the
indemnification otherwise permitted by Section 317 of the CGCL, subject, at any
time or times the corporation is subject to Section 2115(b) to the limits on
such excess indemnification set forth in Section 204 of the CGCL.

        C. Any repeal or modification of this Article VI shall be prospective
and shall not affect the rights under this Article VI in effect at the time of
the alleged occurrence of any act or omission to act giving rise to liability or
indemnification.

                                      VII.

        A. The Corporation reserves the right to amend, alter, change or repeal
any provision contained in this Certificate of Incorporation, in the manner now
or hereafter prescribed by statute, except as provided in paragraph B. of this
Article VII, and all rights conferred upon the stockholders herein are granted
subject to this reservation.

        B. Notwithstanding any other provisions of this Certificate of
Incorporation or any provision of law which might otherwise permit a lesser vote
or no vote, but in addition to any affirmative vote of the holders of any
particular class or series of the Voting Stock required by law, this Certificate
of Incorporation or any Preferred Stock Designation, the affirmative vote of the
holders of at least sixty-six and two-thirds percent (66-2/3%) of the Voting
Stock, voting together as a single class, shall be required to alter, amend or
repeal Articles V, VI, and VII."

                                      * * *

                                       5.
<PAGE>   6

        FIVE: This Amended and Restated Certificate of Incorporation has been
duly approved by the Board of Directors of this corporation.

        SIX: This Amended and Restated Certificate of Incorporation has been
duly adopted in accordance with the provisions of Sections 228, 242 and 245 of
the General Corporation Law of the State of Delaware by the Board of Directors
and the stockholders of this corporation.

        IN WITNESS WHEREOF, Eloquent, Inc. has caused this Amended and Restated
Certificate of Incorporation to be signed by its President and Chief Executive
Officer in San Mateo, California this 23rd day of February, 2000.

                                       ELOQUENT, INC.

                                       By:/s/ Abraham Kleinfeld
                                          ---------------------------------
                                          ABRAHAM KLEINFELD
                                          President and Chief Executive Officer

<PAGE>   7

                           CERTIFICATE OF DESIGNATION

                                       OF

                  SERIES A JUNIOR PARTICIPATING PREFERRED STOCK

                         (PURSUANT TO SECTION 151 OF THE
                        DELAWARE GENERAL CORPORATION LAW)

        ELOQUENT, INC., a corporation organized and existing under the General
Corporation Law of the State of Delaware (hereinafter called the "Company"),
hereby certifies that the following resolution was adopted by the Board of
Directors of the Corporation as required by Section 151 of the General
Corporation Law at a meeting duly called and held on October 18, 2000:

                    RESOLVED, that pursuant to the authority granted to and
             vested in the Board of Directors of the Company in accordance with
             the provisions of its Amended and Restated Certificate of
             Incorporation, the Board of Directors hereby creates a series of
             Preferred Stock, par value $.001 per share, of the Company and
             hereby states the designation and number of shares, and fixes the
             relative designations and the powers, preferences and rights, and
             the qualifications, limitations and restrictions thereof (in
             addition to the provisions set forth in the Certificate of
             Incorporation of the Company, which are applicable to the Preferred
             Stock of all classes and series), as follows:

Series A Junior Participating Preferred Stock:

        SECTION 1. DESIGNATION AND AMOUNT. Four hundred thousand (400,000)
shares of Preferred Stock, $.001 par value, are designated "Series A Junior
Participating Preferred Stock" with the designations and the powers, preferences
and rights, and the qualifications, limitations and restrictions specified
herein (the "Junior Preferred Stock"). Such number of shares may be increased or
decreased by resolution of the Board of Directors; provided, that no decrease
shall reduce the number of shares of Junior Preferred Stock to a number less
than the number of shares then outstanding plus the number of shares reserved
for issuance upon the exercise of outstanding options, rights or warrants or
upon the conversion of any outstanding securities issued by the Company
convertible into Junior Preferred Stock.

                                       1
<PAGE>   8

        SECTION 2. DIVIDENDS AND DISTRIBUTIONS.

             (A) Subject to the rights of the holders of any shares of any
series of Preferred Stock (or any similar stock) ranking prior and superior to
the Junior Preferred Stock with respect to dividends, the holders of shares of
Junior Preferred Stock, in preference to the holders of Common Stock, par value
$.001 per share (the "Common Stock"), of the Company, and of any other junior
stock, shall be entitled to receive, when, as and if declared by the Board of
Directors out of funds legally available for the purpose, quarterly dividends
payable in cash on the first day of April, July, October and January in each
year (each such date being referred to herein as a "Quarterly Dividend Payment
Date"), commencing on the first Quarterly Dividend Payment Date after the first
issuance of a share or fraction of a share of Junior Preferred Stock, in an
amount per share (rounded to the nearest cent) equal to the greater of (a) $l.00
or (b) subject to the provision for adjustment hereinafter set forth, 100 times
the aggregate per share amount of all cash dividends, and 100 times the
aggregate per share amount (payable in kind) of all non-cash dividends or other
distributions, other than a dividend payable in shares of Common Stock or a
subdivision of the outstanding shares of Common Stock (by reclassification or
otherwise), declared on the Common Stock since the immediately preceding
Quarterly Dividend Payment Date or, with respect to the first Quarterly Dividend
Payment Date, since the first issuance of any share or fraction of a share of
Junior Preferred Stock. In the event the Company shall at any time declare or
pay any dividend on the Common Stock payable in shares of Common Stock, or
effect a subdivision or combination or consolidation of the outstanding shares
of Common Stock (by reclassification or otherwise than by payment of a dividend
in shares of Common Stock) into a greater or lesser number of shares of Common
Stock, then in each such case the amount to which holders of shares of Junior
Preferred Stock were entitled immediately prior to such event under clause (b)
of the preceding sentence shall be adjusted by multiplying such amount by a
fraction, the numerator of which is the number of shares of Common Stock
outstanding immediately after such event and the denominator of which is the
number of shares of Common Stock that were outstanding immediately prior to such
event.

             (B) The Company shall declare a dividend or distribution on the
Junior Preferred Stock as provided in paragraph (A) of this Section immediately
after it declares a dividend or distribution on the Common Stock (other than a
dividend payable in shares of Common Stock); provided, that in the event no
dividend or distribution shall have been declared on the Common Stock during the
period between any Quarterly Dividend Payment Date and the next subsequent
Quarterly Dividend Payment Date, a dividend of $1.00 per share on the Junior
Preferred Stock shall nevertheless be payable on such subsequent Quarterly
Dividend Payment Date.

             (C) Dividends shall begin to accrue and be cumulative on
outstanding shares of Junior Preferred Stock from the Quarterly Dividend Payment
Date next preceding the date of issue of such shares, unless the date of issue
of such shares is prior to the record date for the first Quarterly Dividend
Payment Date, in which case dividends on such shares shall begin to accrue from
the date of issue of such shares, or unless the date of issue is a Quarterly
Dividend Payment Date or is a date after the record date for the determination
of holders of shares of Junior Preferred Stock entitled to receive a quarterly
dividend and before such Quarterly Dividend Payment Date, in either of which
events such dividends shall begin to accrue and be cumulative from such
Quarterly Dividend Payment Date. Accrued but unpaid dividends shall not bear

                                       2
<PAGE>   9

interest. Dividends paid on the shares of Junior Preferred Stock in an amount
less than the total amount of such dividends at the time accrued and payable on
such shares shall be allocated pro rata on a share-by-share basis among all such
shares at the time outstanding. The Board of Directors may fix a record date for
the determination of holders of shares of Junior Preferred Stock entitled to
receive payment of a dividend or distribution declared thereon, which record
date shall be not more than 60 days prior to the date fixed for the payment
thereof.

        SECTION 3. VOTING RIGHTS. The holders of shares of Junior Preferred
Stock shall have the following voting rights:

             (A) Subject to the provision for adjustment hereinafter set forth,
each share of Junior Preferred Stock shall entitle the holder thereof to 100
votes on all matters submitted to a vote of the stockholders of the Company. In
the event the Company shall at any time declare or pay any dividend on the
Common Stock payable in shares of Common Stock, or effect a subdivision or
combination or consolidation of the outstanding shares of Common Stock (by
reclassification or otherwise than by payment of a dividend in shares of Common
Stock) into a greater or lesser number of shares of Common Stock, then in each
such case the number of votes per share to which holders of shares of Junior
Preferred Stock were entitled immediately prior to such event shall be adjusted
by multiplying such number by a fraction, the numerator of which is the number
of shares of Common Stock outstanding immediately after such event and the
denominator of which is the number of shares of Common Stock that were
outstanding immediately prior to such event.

             (B) Except as otherwise provided herein, in any other Certificate
of Designation creating a series of Preferred Stock or any similar stock, or by
law, the holders of shares of Junior Preferred Stock and the holders of shares
of Common Stock and any other capital stock of the Company having general voting
rights shall vote together as one class on all matters submitted to a vote of
stockholders of the Company.

             (C) Except as set forth herein, or as otherwise provided by law,
holders of Junior Preferred Stock shall have no special voting rights and their
consent shall not be required (except to the extent they are entitled to vote
with holders of Common Stock as set forth herein) for taking any corporate
action.

        SECTION 4. CERTAIN RESTRICTIONS.

             (A) Whenever quarterly dividends or other dividends or
distributions payable on the Junior Preferred Stock as provided in Section 2 are
in arrears, thereafter and until all accrued and unpaid dividends and
distributions, whether or not declared, on shares of Junior Preferred Stock
outstanding shall have been paid in full, the Company shall not:

                    (i) declare or pay dividends, or make any other
distributions, on any shares of stock ranking junior (either as to dividends or
upon liquidation, dissolution or winding up) to the Junior Preferred Stock;

                    (ii) declare or pay dividends, or make any other
distributions, on any shares of stock ranking on a parity (either as to
dividends or upon liquidation, dissolution or winding up) with the Junior
Preferred Stock, except dividends paid ratably on the Junior

                                       3
<PAGE>   10

Preferred Stock and all such parity stock on which dividends are payable or in
arrears in proportion to the total amounts to which the holders of all such
shares are then entitled;

                    (iii) redeem or purchase or otherwise acquire for
consideration shares of any stock ranking junior (either as to dividends or upon
liquidation, dissolution or winding up) to the Junior Preferred Stock, provided
that the Company may at any time redeem, purchase or otherwise acquire shares of
any such junior stock in exchange for shares of any stock of the Company ranking
junior (either as to dividends or upon dissolution, liquidation or winding up)
to the Junior Preferred Stock; or

                    (iv) redeem or purchase or otherwise acquire for
consideration any shares of Junior Preferred Stock, or any shares of stock
ranking on a parity (either as to dividends or upon liquidation, dissolution or
winding up) with the Junior Preferred Stock, except in accordance with a
purchase offer made in writing or by publication (as determined by the Board of
Directors) to all holders of such shares upon such terms as the Board of
Directors, after consideration of the respective annual dividend rates and other
relative rights and preferences of the respective series and classes, shall
determine in good faith will result in fair and equitable treatment among the
respective series or classes.

             (B) The Company shall not permit any subsidiary of the Company to
purchase or otherwise acquire for consideration any shares of stock of the
Company unless the Company could, under paragraph (A) of this Section 4,
purchase or otherwise acquire such shares at such time and in such manner.

        SECTION 5. REACQUIRED SHARES. Any shares of Junior Preferred Stock
purchased or otherwise acquired by the Company in any manner whatsoever shall be
retired and cancelled promptly after the acquisition thereof. All such shares
shall upon their cancellation become authorized but unissued shares of Preferred
Stock and may be reissued as part of a new series of Preferred Stock subject to
the conditions and restrictions on issuance set forth herein, in the Amended and
Restated Certificate of Incorporation, or in any other Certificate of
Designation creating a series of Preferred Stock or any similar stock or as
otherwise required by law.

        SECTION 6. LIQUIDATION, DISSOLUTION OR WINDING UP. Upon any liquidation,
dissolution or winding up of the Company, no distribution shall be made (1) to
the holders of shares of stock ranking junior (either as to dividends or upon
liquidation, dissolution or winding up) to the Junior Preferred Stock unless,
prior thereto, the holders of shares of Junior Preferred Stock shall have
received $100 per share, plus an amount equal to accrued and unpaid dividends
and distributions thereon, whether or not declared, to the date of such payment,
provided that the holders of shares of Junior Preferred Stock shall be entitled
to receive an aggregate amount per share, subject to the provision for
adjustment hereinafter set forth, equal to 100 times the aggregate amount to be
distributed per share to holders of shares of Common Stock, or (2) to the
holders of shares of stock ranking on a parity (either as to dividends or upon
liquidation, dissolution or winding up) with the Junior Preferred Stock, except
distributions made ratably on the Junior Preferred Stock and all such parity
stock in proportion to the total amounts to which the holders of all such shares
are entitled upon such liquidation, dissolution or winding up. In the event the
Company shall at any time declare or pay any dividend on the Common Stock
payable in shares of Common Stock, or effect a subdivision or combination or
consolidation of

                                       4
<PAGE>   11

the outstanding shares of Common Stock (by reclassification or otherwise than by
payment of a dividend in shares of Common Stock) into a greater or lesser number
of shares of Common Stock, then in each such case the aggregate amount to which
holders of shares of Junior Preferred Stock were entitled immediately prior to
such event under the proviso in clause (1) of the preceding sentence shall be
adjusted by multiplying such amount by a fraction the numerator of which is the
number of shares of Common Stock outstanding immediately after such event and
the denominator of which is the number of shares of Common Stock that were
outstanding immediately prior to such event.

        SECTION 7. CONSOLIDATION, MERGER, ETC. In case the Company shall enter
into any consolidation, merger, combination or other transaction in which the
shares of Common Stock are exchanged for or changed into other stock or
securities, cash and/or any other property, then in any such case each share of
Junior Preferred Stock shall at the same time be similarly exchanged or changed
into an amount per share, subject to the provision for adjustment hereinafter
set forth, equal to 100 times the aggregate amount of stock, securities, cash
and/or any other property (payable in kind), as the case may be, into which or
for which each share of Common Stock is changed or exchanged. In the event the
Company shall at any time declare or pay any dividend on the Common Stock
payable in shares of Common Stock, or effect a subdivision or combination or
consolidation of the outstanding shares of Common Stock (by reclassification or
otherwise than by payment of a dividend in shares of Common Stock) into a
greater or lesser number of shares of Common Stock, then in each such case the
amount set forth in the preceding sentence with respect to the exchange or
change of shares of Junior Preferred Stock shall be adjusted by multiplying such
amount by a fraction, the numerator of which is the number of shares of Common
Stock outstanding immediately after such event and the denominator of which is
the number of shares of Common Stock that were outstanding immediately prior to
such event.

        SECTION 8. NO REDEMPTION. The shares of Junior Preferred Stock shall not
be redeemable.

        SECTION 9. RANK. The Junior Preferred Stock shall rank, with respect to
the payment of dividends and the distribution of assets, junior to all series of
any other class of the Company's Preferred Stock.

        SECTION 10. AMENDMENT. The Amended and Restated Certificate of
Incorporation of the Company shall not be amended in any manner which would
materially alter or change the powers, preferences or special rights of the
Junior Preferred Stock so as to affect them adversely without the affirmative
vote of the holders of at least two-thirds of the outstanding shares of Junior
Preferred Stock, voting together as a single class.

                                       5
<PAGE>   12

        IN WITNESS WHEREOF, the undersigned have executed this certificate as of
October 18, 2000.

                                       /s/ Abraham Kleinfeld
                                       ---------------------------------
                                       Abraham Kleinfeld
                                       Chief Executive Officer

                                       /s/ R. John Curson
                                       ---------------------------------
                                       R. John Curson
                                       Chief Financial Officer

                                       6

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