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Spectrum Products and Services
VER 2221.1
Charter CommunicationsWho We Are:• A Fortune 80, leading broadband connectivity company and cable operator.
What We Offer:• Advanced video, high-speed Internet, and telephone services under the Spectrum Brand.
Where We Serve:• 41 states providing service to more than 30 million residential and business customers.
Our Mission:• To provide value to our customers. We do this every day by offering high-quality
entertainment and communication services while continually improving customer care through the commitment of our 98,000 employees nationwide.
Deliver Exceptional Customer Experience:• Focus on delivering the highest value to our customers, always with a sense of
urgency• We strive to provide the best products and services and we stand behind everything
we do• Our continued success depends on exceeding the expectations of our customers
General Business ConductYou play a critical role in our ongoing efforts to continue that positive trend. To that end, you are expected to embrace Charter’s customer service philosophy by following these tenets:
• Always take appropriate action to address a customer’s concerns or needs and transform the customer experience
• Treat the customer with the utmost respect and dignity
• Always behave professionally
• Ensure that the customer’s experience is exceptional before ending an interaction
• If the opportunity arises, sell Charter ’s products and services to an existing or potential customer
• NEVER misuse or improperly disclose confidential customer information or purposely recordfalse customer information
• Comply fully with the law and Charter ’s policies to secure new customers, retain existing customers, upgrade services, or disconnect services
REMEMBER: You are a Charter Ambassador
Doing Business the Right Way
Some Guidelines to Follow:
Doing Business the Right Way
Spectrum Coverage
S P E C T R U M T V ®
P R O D U C T I N F O
Why Spectrum TV®?
With Spectrum TV®, your favorites are on anytime, anywhere. Watch movies, the latest shows, sports and live TV on multiple devices at the same time.
• All equipment comes H D ready
• 200+ H D Channels available. Channel lineups can be found at• https://www.spectrum.com/browse/content/new-channel- lineup.html
• On Demand Choices
– Access to thousands of movies and show available at any given time, many in HD, many of them free; selections refreshed weekly
– Watch whenever you want, on YOU R schedule
– Pause, rewind, stop
– Premium Channels On Demand - HBO, Showtime, TMC, and Starz customers get associated shows On Demand
– Optional “Subscription on Demand” services include Disney Family Movies, Howard TV, Too Much for TV, WWE 24/7, Anime, Karaoke
• Interactive Program Guide
• Pay-Per-View
• Access to Spectrum TV® App
• 45+ DigitalMusic Channels
Sample of Spectrum TV® Product Choices
Spectrum TV® Select
• Core TV Product with 125+ channels including local channels, networks, plus favorites
• ESPN, The Disney Channel, Discovery® Channel, CNN, Lifetime®, Food Network, MTV, TLC & USA
Network
Spectrum TV® Silver
• Super Value with 175+ channels including Digi Tier 1- 50 additional family based channels
• 2 premium Networks - H BO and Showtime
Spectrum TV® Gold
• Best Value with 200+ channels including Digi Tier 2 - 25 additional sports related channels
• 3 additional premium Networks – Starz, Starz Encore and The Movie Channel
Spectrum TV® Mi Plan Latino
• 145+ total channels, 80 in Spanish including Discovery en Español, ESPN Deportes, Fox Deportes,
C NN en Español and History en Español (channels vary by markets)
• Can be made into a Silver or Gold package and/or add in place of Spectrum TV ® Select
Spectrum TV® A la carte OptionsH D Receiver
DVR Service
$8.99 each permonth
$12.99 per month ($4.99 per month for 12 months when bundled)
Multi- DVR Service $19.99 per month (up to 4 TVs, $9.99 per month for 12 months when bundled)
Latino View $9.99 per month
➢ 80 channels; for customers interested in both the language and the culture (not available in all markets)
Sports Pack $5.00 per month
➢ 12 sports channels including NFL Network, NFL RedZone, Golf Channel and NHL Network
Digi Tier 1 $12.00 per month
➢ 50 additional channels including Discovery Life, Cooking Channel, ESPNU, Nat Geo Wild, BBC World News, DIY Network, Nick Jr., Universal Kids, NFL Network, CBS Sports Network
Digi Tier 2 $12.00 per month
➢ 25 additional channels including NFL Network, Discovery Family, Destination America, Crime and Investigation
Silver TV package $30.00 (over TV Select)
➢ +50 channels of family and entertainment including HBO and Showtime
Gold TV Package $20.00 (over TV Silver)
➢ +25 channels including Silver channels, Starz, Starz Encore and The Movie Channel
Premiums $15.00 /ea per month ---
$ 9.99/ea per month ---
$ 5.99/ea per month ---
HBO, Showtime
Starz, Cinemax, TMZ
Starz Encore, EPIX
** Please don’t forget to tell your customer that Taxes and Fees are not included,
Taxes and fees vary depending on their city and state. They will receive an itemized breakdown upon
receiving their first month’s bill. **
International Tiers OptionsJade World View
Mandarin ViewView*
Taiwanese View
Vietnamese View
Hindi ViewPremium
Hindi View
Punjabi View*
Russian View
Russian ViewPremium
Japanese View
Filipino View
Latino View
$24.99 per month (TVB Drama*, TVB News, TVB1 Cantonese, TVB E Cantonese, TVB, News CTI, CCTV4 )
$9.99 per month (CTI, CCTV4, Phoenix NA, Phoenix Info News)
$9.99 per month (ETTV China, ETTV Drama, ETTV Financial News, ETTV Global, ETTV Yoyo)
$9.99 per month (SBTN,TVBV)
$29.99 per month (Zee TV, Sony Entmt ,TV NDTV, 24X7 Willow TV, TV Asia, ABP, News ITV Gold)
$14.99 per month (SET Asia, Zee TV, NDTV 24X7 )
$4.99 (JUS, Punjabi, Willow TV)
$9.99 (Channel One Russia, NTV America, RTR, Planeta, Rossiya24)
$14.99 (Channel One Russia NTV America RTR Planeta Rossiya24 RTN RTVi TV1000 Kino CTC, Dom Kino (NY Only) Muzika Pervogo (NY Only) Vremya (NY Only) )
$14.99 (TV Japan)
$19.99 (GMA, Pinoy ,TFC, GMA Life, GMA News Lifestyle, GMA Audio, DZBB, DWLS)
$9.99 per month(80 channels; for customers interested in both the language and the culture
*Network availability may vary by location.
Spectrum TV® Premium ChoicesWith premium channels like HBO®, SHOWTIME® and Starz® you'll have access to a variety of movies
and original shows. Get ready to be entertained!
Spectrum TV Silver includes:
HBO
Showtime
*Up to 22 channels, HBO On Demand and
*Up to 9 channels, Showtime on Demand and
Spectrum TV Gold includes HBO, Showtime and :
The Movie Channel
Starz
*Up to 7 channels and TMC On Demand
*Up to 14 channels, Starz on Demand and
Starz Encore Up to 15 channels, Starz Encore On Demand
Cinemax and EPIX are available a la carte*Number of channels varies by market
Why Spectrum TV® App?With the Spectrum TV App, access your full TV lineup and up to 50,000 On Demand movies in your home
on your mobile and connected devices, including phone, tablets, Xbox One and Samsung Smart TV.
• Enjoy 200+ live TV channels and up to 50,000 On
Demand shows and movies on any device.
Channel lineups subject to change.
• Watch your favorite shows on the go, 80+ digital
channel apps available.
• Enjoy live TV and On Demand shows on any
computer, a feature that’s included with your
Spectrum TV service.
• Use the video web portal at SpectrumTV.com and
start streaming.
Alternative Equipment OptionsSpectrum TV App for Samsung
• Up to 300 Live TV channels (lineup varies by area and customer's subscription package) available for in-home access
• Live TV mini guide (same scrolling guide used by Spectrum TV Apps on tablets and smart phones), which can be
filtered by favorite channels, recently watched channels or genre
• Landing page (main menu). The app now opens with the last tuned live TV channel playing in a scaled video window.
• Enhanced Search Feature to find your favorite programming
• Access to Free and Subscription Video On Demand (movies, TV shows, and extras) content
• Since Spectrum TV for Samsung has been designed to work on a television, Spectrum TV App features such as Remote
DVR Manager, Set-Top Box remote control and extended Interactive Program Guide (IPG) are unavailable
Bundle Pricing
TV Select+ Internet + Voice
$102.97/month
+$30/month +$50/month
Select Silver Gold
Bundle Pricing Breakdown
Select
Total:
+
+
$12.99
$102.97
$12.99
$122.97 $144.97
$12.99
Spectrum Bundles
Spectrum TV® Select
✓ 125+ Channels Including Free H D
Spectrum Internet®
✓ Speeds starting at 100 Mbps
Spectrum Voice®
✓ Unlimited local and long distance calling in the U.S., to Canada, Puerto Rico, Mexico, and more
❖ Up to $500 contract buyout
❖ Discounted DVR service
❖ $122.97/month Year 2
$102 97/mo
for 12 mos when bundled*
Spectrum TV® Silver
✓ 175+ Channels Including Free H D
✓ Includes HBO, Showtime, Nick Jr. and more
✓ Watch HBO Go & Showtime Anytime
Spectrum Internet®
✓ Speeds starting at 100 Mbps
$132 97/mofor 12 moswhen bundled*
❖ TV Select plus Digi Tier 1
❖ Up to $500 contract buyout
❖ Discounted DVR service
❖ $152.97/month Year 2
✓ Speeds starting at 100 Mbps
97/mo$152 for 12 mos
when bundled*
❖ TV Silver plus Digi Tier 2
❖Up to $500 contract buyout
❖ Discounted DVR service
❖ $172.97/month Year 2
Spectrum TV® Gold
✓ 200+ Channels Including Free H D
✓ All Silver channels plus Starz, The Movie Channel, and more
✓ Watch HBO Go, Showtime Anytime & Starz App
Spectrum Internet®
Spectrum Voice®
✓ Unlimited local and long distance calling in the U.S., toCanada, Puerto Rico, Mexico, and more
Spectrum Voice®
✓ Unlimited local and long distance calling in the U.S., toCanada, Puerto Rico, Mexico, and more
Spectrum TV® Mi Plan Latino Bundle Pricing
$34.99/month
Year 1
+$30/month
+$50/month
Mi PlanLatino
+
$69.98/month
Year 1
Mi Plan Latino
Spectrum TV® Mi Plan Latino Bundle Pricing Breakdown
Total:
Mi Plan Latino
+
Spectrum TV® Mi Plan Latino
Total of ~ 145+ Channels
• Over 80 Spanish Language Channels
• 35+ popular English language networks
• Limited Basic (Public, Educational, and
Government) Service
• Replaces Spectrum TV® Select
• Total Channels and line-up will vary slightly by Market
• Can get International Tiers, a la carte Premiums, Digi
Tiers, and TV Silver/TV Gold
• Mi Plan Latino Packages require a Digital Receiver
Spectrum TV® Mi Plan Latino¡Hola! TV Cubaplay Mexicanal TV Chile
¡Sorpresa! TV De Película Mexico 22 TVE Internacional
Antena 3Internacional De Película Clásico Multimedios TVV (Venezuela)
Aplauso TV Discovery en Español Nat Geo Mundo Ultra Cine
Atres Series Discovery Familia NBC Universo Ultra Clásico
AyM Sports Disney XD (SAP) Pasiones Ultra Docu
Azteca Ecuavisa Internacional RCN Nuestra Tele Ultra Familia
BabyFirstTV (SAP) El Rey Network Semillitas Ultra Fiesta
BabyTV (SAP) ESPN Deportes Super Canal Ultra Kidz
Latino ViewTier
(80 canales)
Bandamax
beIN SPORTS
beIN SPORTS Español
Estrella TV
Estudio 5
EWTN en Español
SUR Perú
Tarima
TBN Enlace USA
Ultra Macho
Ultra Mex
Univisión tlnovelas
Canal 22 Mexico FOROtv Tele El Salvador Video Rola
Canal Once FOX Deportes TeleFórmula ViendoMovies
Canal Sur FOX Life TeleHit WAPA América
Caracol Internacional Galavisión TeleHit Urbano
Cartoon Network (SAP) GOL TV Telemicro
CentroAmerica TV HISTORY en Español Telemundo
Cine Mexicano HITN TeleN
Cine Sony Hogar TV Televisión Dominicana
Cinelatino Inglés Para Todos Tr3s
CNN en Español Kids Street TUDN
AMC Disney Channel HGTV SyFy
Animal Planet Disney Jr. History TBS
A&E E! Investigation Discovery TLC
Inglés
(35 canales)
BET
Bravo
Boomerang
Food Network
Freeform
FX
MTV
National Geographic
Nickelodeon
TNT
TV Land
USA
Cartoon Network FXX Nick Jr The Weather Channel
Comedy Central Hallmark Oxygen VH1
Discovery Channel Hallmark Movies Paramount
Limited Basic
Spectrum Lifestyle Pricing
$29.99/month
Year 1
+$30/month
+$50/month
Lifestyle +
$64.98/month
Year 1
Spectrum Lifestyle TVTotal of ~ 70 Basic and Entertainment Channels
• Over 20 Limited Basic (Public, Educational, and
Government) Service
• 50 Popular Entertainment Channels
• Replaces Spectrum TV® Select
• Total Channels and line-up will vary slightly by
Market
• Can get International Tiers, a la carte Premiums, Digi
Tiers, and TV Silver/TV Gold
• Lifestyle Package requires a digital Receiver
• Only available in certain areas
Spectrum Lifestyle TV
DVR Pricing
S P E C T R U M IN T E R N E T ® P R O D U C T I N F O
Why Spectrum Internet®?Fast Internet starting speeds for the price plus enough bandwidth for the whole family to surf, stream, game and more.
▪ Starting speeds of at least 100 Mbps with no data caps in 99% of Spectrum markets
▪ Increased speeds with Spectrum Internet Ultra and Spectrum Internet Gig Speeds available by market
▪ Upload photos, download files, stream videos, game online all at the same time
▪ FREE Security Suite – antivirus software for coverage on 10 computers downloadable at spectrum.net
▪ Add fast in-home Wi-Fi for increased range. Wi-Fi Activation Fee (One-Time Charge): $9.99 and Monthly Lease Fee of: $5.00 per month
▪ Supports all your connected devices
▪ 7 email accounts
▪ Spectrum.net - personalized TV and On Demand listings, sweepstakes, news, local weather, Yellow Book listings
▪ Free cable modem
▪ 24/7 Tech Support
Spectrum Internet®
+$20/month$49.99/month
S P E C T R U M V O IC E ® P R O D U C T I N F O
Spectrum Voice®
$12.99/mo*
*for 12 mos when bundled
Why Spectrum Voice® ?
With Spectrum Voice®, get reliable service without added fees or dropped calls.
• Unlimited local and long distance calling in the U.S., to
Canada, Puerto Rico, Mexico and more
• Up to 28 popular calling features
• Directory Assistance, Readable Voicemail, Private Listing
and more
• Voice Online Manager – manage your home phone from
anywhere, at home or on the go
• Emergencies - 911 can locate your house when calling
from your home phone
• Keep your current phone number
• No added taxes or fees!
** Please get a valid email address from all your customers, as they must E-Sign for TPV and ELOA**
Spectrum Voice® International
Spectrum Voice International option includes calls to 70 additional destinations:
Myth: Cell phones can do everything home phones can do.
Fact: With Spectrum Voice®, you get more reliable coverage with many free features.
Argentina Australia Austria Bahamas Bangladesh Bermuda Bolivia Brazil Bulgaria ChileChina Colombia Croatia Costa Rica CyprusCzech Republic Denmark Dominican RepublicEl Salvador
Finland Grace Germany Greece Guatemala Hong Kong Hungary Iceland India Indonesia IranIreland Israel Italy Japan LebanonLuxembourg Malaysia Malta Martinique
NetherlandsNetherlandsAntillesNew Zealand Nigeria Norway Pakistan Panama Paraguay Peru Philippines Poland Portugal Romania Russia Singapore Slovakia Slovenia South Africa South Korea
Spain Sweden Switzerland Syria Taiwan Thailand TurkeyUnitedKingdom Uruguay Venezuela Vietnam
Best Practices - Showing Value
VALUE, VALUE, VALUE
- Show value in our phone and why, or how, it can help the customer.
- (Ex: The phone can be used as a fax line which can help with their home based office work.)
-Don’t just list features, instead find out which ones would benefit the customer and present those
options.
- Our phone service breaks down to 33 cents/per day for new customers.
- (Ex: For 33 Cents a day the customer can have the peace of mind knowing their children have
access to a phone with Enhanced 911)
- Spectrum’s home phone has great call quality and is not effected by the weather.
- (Ex: Some customers can have spotty cell service and poor reception in areas of their house).
Examples of Phone Benefits for the Customer
Caller IDGood for families that get a lot of spam
calls
Anonymous Call RejectionDon’t have to worry about numbers
you’re notfamiliar with
Enhanced 911Great for small kids or elderly
Caller ID on TV (with Digital TV)* Sports fans or heavy TV watchers for no
interruptions
Forward Calls When BusyHouse moms or dads
Call HistoryEveryone or parents keeping track of
kids. Taking away cell phones
Forward All CallsEveryone
International Calling Plans People with friends or family in a
different country
Answer AnywhereTeens or college students busy adults
Caller ID on PC*Working from home or college students
Outbound Caller ID Blocking VIP Ring* (Distinctive Ringtones)
Call Waiting With Caller IDwork from home adults
Selective CallBlockingFamilies
611 Spectrum HelpElderly customers
Call WaitingEveryone
Charge Call Blocking OptionsFamilies with children or Elderly
Speed DialElderly can have their family on speed
dial
Other Techniques
TopDown Selling
-Even if a customer initially asks for a package without phone; still present a TV, Internet
and Home Phone option.
-Don’t limit your opportunity without finding out the customers true objections and needs.
Ex: “Mrs. Smith I understand you originally stated you did not need a phone however I still want
to present you with a package that gives you and your family the best value.”
RECAP WITH YOUR CUSTOMER
- Tell the customer what to expect on their first bill. This will prevent a customer from being
surprised and avoids cancellations.
Ex. The customer should know that the phone is included in their TV, Internet and Home
Phone package and they will see an itemized price for it. This is not an additional charge and is
only showing an itemized bundle price.
*Do not tell the customer that the phone is FREE if you are selling a bundled package!!!
S P E C T R U M B U N D L E S A N D P R I C I N G
Spectrum Bundle Pricing
Spectrum TV ® Select + Spectrum Internet® $89.98/mo for 12months
+$30/mo for TV Silver & +$50/mo for TV Gold over TV Select
Up to $500 contract buyout
Discounted DVR service
$109.98/mo Year 2
Spectrum TV ® Select + Spectrum Voice® $57.98/mo for 12months
+$30/mo for TV Silver & +$50/mo for TV Gold over TV Select$67.98/mo Year 2
Spectrum Internet® + Spectrum Voice® $62.98/mo for 12months
$77.98/mo Year 2
Spectrum TV ® Select $44.99/mo for 12months
+$30/mo for TV Silver & +$50/mo for TV Gold over TV Select
$54.99/mo Year 2
Spectrum Internet® $49.99/mo for 12 months
$64.99 Year 2
Spectrum TV® Mi Plan Latino Bundle PricingSpectrum TV® Mi Plan Latino + Spectrum Internet®
+ Spectrum Voice ®
Spectrum TV® Mi Plan Latino + Spectrum Internet®
Spectrum TV® Mi Plan Latino + Spectrum Voice ®
Spectrum TV® Mi Plan Latino
$82.97/mo for 12months
+$30/mo for TV Silver & +$50/mo for TV Gold over MPL Select
Up to $500 contract buyout
Discounted DVR service
$102.97/mo Year 2
$69.98/mo for 12months
+$30/mo for TV Silver & +$50/mo for TV Gold over MPL Select
Up to $500 contract buyout
Discounted DVR Service
$89.98/mo Year 2
$47.98/mo for 12months
+$30/mo for TV Silver & +$50/mo for TV Gold over MPL Select
$57.98/mo Year 2
$34.99/mo for 12months
+$30/mo for TV Silver & +$50/mo for TV Gold over MPL Select
$44.99/mo Year 2
W H Y C H O O S E S P E C T R U M A N D C O N T R A C T B U Y O U T
Why Customers Choose Spectrum?No Contracts
• Customers do not have to worry about Early Termination Fees
30-Day Money-Back Guarantee
• If for any reason you are not satisfied with a Spectrum service within the first 30 days, we'll give you your
money back
Local Cable Stores
• Convenient for customers for equipment exchanges or to pay a bill
3 Great Products 1 Bill
• Makes it convenient for customer to pay on one bill and not have to remember to pay separate bills
Reliable Services
• No need to worry about weather interfering with the service
Installation
• One install fee for 1, 2 or 3 products $49.99
Contract Buyout up to $500
• New Triple Bundle and Double Bundle customers! Customer must provide proof of ETF from competitors
• Existing qualified Double Bundle customers
Contract Buyout Offer
Offer Strategy – Contract BuyoutGoal: Encourage Prospects and Non‐Video existing customers to sign up for TV, Internet and Home Phone
Strategy: Eliminate obstacle of having to pay an early termination fee from a competitor’s contract
Eligibility
• New Triple Bundle and Double Bundle (TV and Internet) customers only
• Existing Non‐Video Customers upgrading to TV, Internet and Home Phone
• Customers are eligible for up to $500 contract buyout reimbursement per account
• Early termination fees may be from more than one competitor but not to exceed $500 per account
Redemption
• Complete online form visiting spectrum.net>Settings>My Account or visiting links on next slide
• Customer must submit (online, e‐mail or US Mail) required paper work to Charter within 60 days of installation
• Completed redemption form (English or Spanish versions downloadable from spectrum.com/mycheck)
• Final competitor statement(s) that clearly lists the ETF(s)
Fulfillment
• Eligible customers receive paper contract buyout check two to three weeks after all required redemption
materials were received by Charter. (Customers required to maintain Charter services through the check issuance process).
Contract Buyout Continued
Representatives may not submit the C B O form on behalf of customers
The customer must be advised of all required redemption materials and
that payment will be sent 2-3 weeks after successful processing of the
request
The customer must be given the applicable link to the C B O Web site:
• English: https://www.spectrum.com/contract-buyout
• Spanish: https://www.spectrum.com/content/dam/spectrum/residential
/en/pdfs/contract-buyout/Spanish_CBO%20Form.pdf
Contract Buyout Qualifying Customer
Customer Follow-Up
Spectrum’s Order Process
Spectrum Order ProcessTo get started, direct customers to your ACN personal website.
They will click on Services, and then under Residential Services, click on Bundles.
Once on the Bundles page, they should click on the Learn More button under the Spectrum section.
Spectrum Order Process
Customers should then click on the Check Availability button to progress into the order system.
Spectrum Order Process
Customers will enter their information and click “Search” to check service availability, view packages, and start the order process.
*Service through ACN may not be available in all zip codes, in order to maximize customer experience.
When an Online Order Might not Complete
Some customers’ orders may not complete online, and they will receive an error message. If
this happens, please call the number presented with the order with your customer and provide
Sales ID: 24887 to complete the order. Please note, Spectrum agents may not recognize ACN
or your IBO ID Number, however, you will retain credit for the order.
Some reasons why an order may not complete online:
• Past due balance at an address
• Customer has outstanding balance with Spectrum
• Abandoned Address (previous tenant’s service is still active)
• Equipment not turned in from customer’s previous account
Contact Information Sales Support (Charter Territory)(866)820-8722Hours of Operation – 7AM-11PMCST*Closed Thanksgiving &Christmas
Sales Support (Time Warner Territory)(855)392-9910Hours of Operation – 7AM-12AMCST*Closed Thanksgiving &Christmas
Sales Support (Bright House Network Territory)(866)673-6274Hours of Operation – 7AM-10PM CST*Closed Thanksgiving &Christmas
Serviceability (844)610-5092Hours of Operation – 24 Hours
1. Dial 855-392-9910 or only the number the Retail Portal presents on the screen.
2. State you are with Spectrum Authorized Partner ACN and give the correct Sales ID of 24887.
3. Explain that you have a customer who would like to place an order for Spectrum services.
4. Give the zip code of the customer to help identify if you’ve reached the correct Sales Support number. Example: TWC Sales Support reps can only help with orders from a TWC market. If the customer is in a Charter market, they should be able to reference the Charter Sales Support number and get you to the correct place. Same with former Bright House Network customers
Build Your Business with Spectrum
Why Sell Spectrum Bundles?
Convenience and savings for your customers • Multiple services at one low price• One order, one bill• No contracts
High-value customers• One bundle customer = Up to 4 Customer Points• 2 Services• Combined higher commission value
How Do I BuildMy Business with Spectrum?
• Spectrum TV – 2 Points• Spectrum Internet – 1 Point• Spectrum Home Phone – 1 Point• 2 Year Residual Income
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