DAVATEL guide to customers in rural areas
Guide to serving rural customers: check coverage by address, identify needs and explain installation, terms and available alternatives.
The first question is which service can be ordered at the specific location, rather than which plan is cheapest. Prepare the proposal using confirmed availability and the customer’s intended use.
Collect the location details
- Town, postcode, street, number and any additional details needed to identify the property.
- Property type and whether it is a main home, business or second home.
- Current service, problems the customer wants to resolve and landline needs.
- Expected use: remote work, video calls, television, browsing and number of users.
If the address cannot be found, avoid selecting a neighbouring address to submit the order. Check the details and use the operator’s checking procedure.
Check before recommending
Check coverage for the exact address. Distinguish preliminary results from the confirmation required to order.
Ask about devices and simultaneous activities. An occasionally used second home may have different needs from a business.
Check promotional and subsequent prices, minimum commitment, installation, equipment and included services.
Explain the confirmed steps and how the appointment or order progress will be communicated. Do not promise a date that the operator has not confirmed.
If fibre availability is not confirmed
Check the alternatives available in the catalogue and at that location. If mobile-network access is an option, review its data, equipment and usage terms before presenting it. Do not assume that mobile coverage means a suitable solution for every household use.
When there is no confirmed alternative, explain the limitation clearly and agree to check again if the customer requests it. Avoid submitting an offer incompatible with their address.
Example: a house used at weekends
Ask whether the customer needs a permanent connection or only during certain stays, whether they want to keep a landline number and how many people will use the service. Compare the cost over the full period, not just the first month.
Before recommending an offer, verify any terms for temporary suspension, cancellation or a new installation. Do not assume these options are available with every plan.
Summary the customer should receive
Provide a written summary of the proposed service, the address checked, the availability result, prices for each period and relevant terms. State what is confirmed and what depends on a later check or installation.
Frequently asked questions
Is knowing the postcode enough to offer fibre?
No. Check the full address and the availability reported by the operator. Do not present a general area check as confirmation that service can be installed at a particular home.
What should you do if coverage is not shown for the address?
Check that the address is written correctly and follow the available checking procedure. If fibre availability is not confirmed, only consider alternatives that are actually available to that customer.
How do you prepare an offer for a rural second home?
Ask how many months it is used, how many people connect and which services are needed. Compare the cost over the entire expected period and explain minimum commitment, installation and any applicable suspension or cancellation terms.